IT Engineering • Apple • Mobile Device Management • Technical Support • MacAdmin • Advertising • Marketing • Multi-Media Technology
About Me
Experienced IT Engineer and Systems Administrator who specializes in Apple/macOS environments, Mobile Device Management/Jamf Systems, and IT operations.
With a background at leading tech companies, I bring a proven track record in providing white-glove support, building scalable MDM systems, and implementing automation to optimize IT infrastructure.
Passionate about the intersection of technology, advertising, and visual brand identity.
Let's connect to explore how my skills can contribute to innovative solutions and exceptional user experiences.
Education
Jan 2022
Suffolk University
College of Arts & Sciences
Bachelor of Science Advertising
Marketing Minor
Boston, MA
Experience
June 2023 - Present
Bitsight Technologies
IT Engineer
Boston, MA
• Manage over 850 MacOS devices using JAMF Mobile Device Management
• Patch OS Software and establish Vulnerability Management cadence
• Configure, build, and manage over 90+ custom automations in Jira Service Management for IT ticketing system
• Apple and Mobile Device Management Subject Matter Expert
• Part of team that migrated ZenDesk IT Ticketing instance into Jira Service Management
• Build, update, and improve overall IT Infrastructure
• Create and Implement IT Change Management processes and associated systems
Jan 2022 - June
2023
Jobcase Inc.
IT Support Engineer II
Cambridge, MA
• Provided white glove technical support to C-level executives and over 300+ employees using Jira to resolve over 750 requests annually and over 1500 requests over Slack annually
• Configured, deployed, and maintained company fleet of over 400+ devices using JAMF, Kandji Mobile Device Management (MDM), and Jumpcloud (LDAP)
• Managed and administered all employee used software such as OnelogIn, Google Workspace, Office 365, Zoom, Jira, and Confluence, Tableau, DocuSign, CrashPlan, PagerDuty, New Relic, ActiveBatch, and Adobe among many others
• Facilitated corporate training and IT onboarding
• Developed and implemented a new inventory operations system for all IT assets in optimizing the efficiency of device setup
• Project Lead for office Audio Visual infrastructure rebuild resulting in over $20k in rebuilding cost savings by reverse-engineering, documenting, and fixing office A/V infrastructure technology stack - Zoom Rooms, PA, Events, etc.
Jan 2019 - Jan 2022
Apple
Technical Expert
Boston, MA
• Troubleshoot internal / external devices and systems at a senior level, solving hardware and software issues, in a customer service environment
• Delivered over 1000 Genius Bar appointments annually with an average session duration of 17 minutes, a pace of 134%-150%, and a Net Promoter Score (NPS) of 89 at Boston’s Flagship location
• Maintained an average iPhone Same Unit Repair (SUR%) success rate of 94% consistently being a top 5 performer for recognition week over week
• Made data driven decisions for behavior based training and coaching, by analyzing KPIs and reporting data for 35 locations, using the Global Business Intelligence dashboard to meet Apple’s environmental commitments and subsequent SUR% goals
April 2020 - Feb 2021
Apple
At Home Advisor
iOS + Business Chat
Remote
Supported Apple customers, products, services, and AppleCare technical support requests across the globe via chat and phone.
Remote - Temp for COVID 19.
• Maintained an Average Handle Time of 17 min, a North Star Quality Standard Adoption of 97.96%, and an overall Customer Satisfaction Score (CSAT) of 80.92%
• Mentored and coached peers to NorthStars per business guidelines via slack and WebEx
• Implemented workflow processes to increase organizational efficiency by 135%
• Built cross functional partnerships and rapport with teammates from different areas of the business
April 2018 - Jan 2019
Apple
Technical Specialist
Boston, MA
Repaired customer relationships with their devices and Apple as a brand via troubleshooting, diagnosing, triaging, and setting up repairs.
• Consistently delivered top 3 best average session duration in the Boston-Metro Market
• Drove new iPhone ownership and trade in for Genius Bar conversion percentage
• Maintained composure and customer focus while troubleshooting and solving issues
July 2017 - April 2018
Apple
Specialist
Boston, MA
• Uncovered customer needs to set up solutions with Apple products, accessories, and software using the Apple steps of service
• Number 1 out of 250 employees in top business revenue connected sales
• Facilitated set-up of native and third party hardware and software products for end users
• Maintained visual merchandising and brand standards
May 2015
- July 2017
Old Navy
Brand Associate,
Saugus, MA
• Brand Associate who assisted with customer service needs, cash handling, and ensuring the store was up to brand standards.
Sep 2015 - June 2017
City of Lynn
Videographer,
Lynn, MA
- Freelance Videographer, producer, and director for LETV (Lynn Educational Television) / LCTV (Lynn Community Television)
- Live Assistant director in booth for athletic MIAA games
- Slow motion controller for MIAA Football Games
Jun 2016 - Nov 2016
Orange Leaf
Seasonal Sales Associate
Saugus, MA
• Associate who was in charge of maintaining the day to day operations of the store including customer service, cash handling, and maintenance while keeping up with the proper food health and safety procedures.
© 2025 Alton Brailovskiy
@alton_br