Wesley Callow - Senior IT Support Specialist, The Markup

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Work Background

The MarkupIT Support Specialist

Nov. 2022New York, New York, United States- Onboard new staff onto our technical platforms and offboard departing staff (platform account creation/management) - Manage the distribution of physical security keys (YubiKey, etc.) - Manage inventory of company hardware including laptops - Troubleshoot various software, hardware, and infrastructure-related issues for our staff and business partners - Participate in team discussions about planning, strategy, security threats, and new technology - Update, maintain, and develop documentation for internal IT practices and systems - Maintain the security and compartmentalization of sensitive or confidential information

EtsyIT Collaboration Specialist

Nov. 2021 - Jan. 2023United States• Serve as a subject matter expert on Okta integration, Slack Enterprise Grid Management, and Google Workspace. • Manage project stakeholder relationships; interface with Employee Communications, IT Engineering, IT Security, Help Desk, and Human Resources Information Systems. • Develop user communication plans, user knowledge base articles, and technical runbooks. • Perform Agile sprint tasks, including epic development, sprint planning, and retrospectives. • Administer cloud applications and solve tier 2 help desk tickets for a staff of ~3000. • Develop policies for SaaS governance, best practices, and scalability.

InstabaseSenior Information Technology Support Specialist

Jun. 2021 - Oct. 2021United StatesVersatile senior IT specialist (one of two IT staff) in a fast-growing startup. Provide tier 1-3 support to an international staff. Serve as main liaison between HR and recruiting for all aspects of onboarding. Administer cloud applications. Customer Support Management & Onboarding - Manage the Zendesk ticket queue for staff of 200 internationally-based employees. - Lead IT orientation for new hires and provide hands-on training sessions; help staff adapt to new technology. Process Improvement - Develop IT service management strategy in partnership with IT Director. - Lead project to migrate 50+ users from Fleetsmith to VMware Workspace One. - Configure Zendesk user portal with knowledge base and wrote all articles. Technical Systems Administration & Infrastructure - Resolve all incoming tickets for software and hardware issues, access and equipment requests, etc. - Audit and assign application licenses. - Administer Slack, Atlassian, Okta, Google Workspace, Zendesk, VMware Workspace ONE, Fleetsmith, Microsoft 365, Zoom. - Order equipment and manage shipping logistics for all new domestic and international employees. Maintain device inventory.

Pixar Animation StudiosSystems - Operations Coordinator

Aug. 2011 - Jan. 2021Emeryville, CAExpert positioned as the liaison between IT/Systems and Production, HR, Facilities, Finance, and Legal departments. Managed incoming work requests and triaged issues. Administered cloud services and systems. On-boarded, off-boarded, and trained staff. Customer Support Management - Managed work request queue for the entire department, including Cloud Services, Multimedia, Mac/iOS, Windows/Microsoft 365, Linux, and VIP support. Assigned support tasks to 90 admins and managed schedules and workloads. - Served as the primary contact regarding Pixar-related technical issues for Disney corporate staff. - Provided hands-on support, via multiple communication channels, to a staff of 1300, including Pixar talent and VIPs. Solved technical issues ranging from configuring mail/calendar clients, installing software, and resolving networking issues internally and over VPN. Trained users on using LDAP to create and manage mail and access groups. Supported the transition from LDAP to Okta for user authentication. Training & Onboarding - Managed onboarding of up to 100+ staff at a given time, including leading IT orientation classes and creating user accounts; partnered with HR and recruiting departments to ensure a seamless new hire experience. - Designed training materials (videos, Keynote) and trained 100 IT/Systems department employees on JSD. - Developed self-guided user training for onboarding devices (ex. Duo and Cisco AnyConnect VPN). Technical Systems Administration - Administered cloud and enterprise software including Okta, Duo, Atlassian Software, Zoom, Slack, Asana, Notion, Box, PagerDuty, Workato. - Created, queried, and curated thousands of LDAP user/group/host records using command line. - Oversaw user access to apps and services using Okta, Duo, and Google Workspace admin consoles; resolved access and authentication issues. - Resolved Mac and iOS device issues; deployed profiles, policies, and updates via JAMF.

Cleary Brothers Landscape IncAccount Manager / Help Desk Admin

Oct. 2007 - Mar. 2010Administered a $1.5M monthly maintenance portfolio and attained a steady flow of additional projects averaging $50K per month. Developed proposals for more than 40 corporate and private clients and managed approximately five projects monthly. Oversaw 20 team members and project delivery, scheduling, and budgeting. Presented to property management companies, Board of Directors, and Homeowners Associations, and advised the formation of one- to two-year budgets. Provided internal support of Windows network, office peripherals, mobile devices, and VPN. Created company website.

Serpico Landscaping Inc.\ TREECO tree serviceBranch Manager

Apr. 2004 - Sep. 2005Supervised 50 commercial accounts and managed 70 direct and indirect staff. Ensured client satisfaction of contracted services. Developed and implemented proposals and landscape management plans. Launched and staffed new branch averaging $500K annual revenue; rated most successful company branch.

Gary Lazar Landscape Design & Construction, Inc.Landscape Maintenance Manager

May. 2002 - Apr. 2004Directed a team of nine, servicing more than 50 accounts. Developed client proposals and work orders, maintained accounting, and managed vendors. Promoted to leadership within only two months due to high performance.

Independent IT/Web ContractorContractor

Aug. 2001 - Jul. 2011Pursued passion of combining technical skillsets with client relationship building. Maximized productivity and enhanced IT operations for small businesses with software training and a full range of IT services, from workstation setup to network security hardening. Contracted part-time while working as account/branch manager.

Midnight RunAccount Manager

Aug. 2001 - Mar. 2002Coordinated with law firm clients on needs and turned copy projects around with tight deadlines and at a moment's notice.

Pagoo, Inc.Web Developer

Nov. 2000 - Jul. 2001Designed, built, and supported Application Service Provider and retail websites.

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