Aaron Dye

I provide end-to-end technical and functional support for various applications, hardware, and systems, ensuring optimal performance and user satisfaction. I have over 10 years' experience in the IT industry, with a background in computer technology, information technology, and aeronautics.

I am proficient in Microsoft 365, SharePoint Online, and Microsoft Teams, as well as Citrix, hosted applications, and cloud computing. I am also skilled in incident management, user profile maintenance, system access auditing, and C-suite support. I hold the ITIL v3 Foundation and Microsoft Endpoint Administrator Associate certifications, and I am always eager to learn new technologies and solutions. I am passionate about delivering excellent service and solving complex problems in a fast-paced and dynamic environment.

Capital Insurance Group • Production Support Analyst III • Monterey, CA • Jul 2022 - Jan 2024 • Optimized endpoint administration using Microsoft Intune and System Center Configuration Manager (SCCM), enhancing the efficiency and security of device management. • Implemented Microsoft Autopilot to streamline the deployment of new devices, reducing setup times and improving user experience. • Managed mobile devices and applications using Microsoft Intune, ensuring compliance and streamlined access for employees. • Streamlining all processes and designing, planning, implementation, and administration of RPA workflows/cloud automation/business process flows utilizing Microsoft Power Automate/Power Platform. • Developed and deployed 25+ automated cloud flows with Power Automate, integrating services such as SharePoint, Outlook, and Teams to enhance inter-departmental communication and data exchange. • Conceptualized and executed a desktop automation flow using Power Automate to synchronize data between legacy systems and modern cloud applications, preserving data integrity and saving 20+ hours of manual work per week. • Tier 2 escalation point for internal/external application and hardware issues reported to the IT Service Desk. • Responsible for all new internal hire, external contractor, and third-party vendor onboarding and off-roll requests, i.e., account creation, licensing, identity & access management, and auditing. • Responsible for all C-Suite support issues. Successfully reduced average resolution time, resulting in improved productivity. • Microsoft 365, Exchange Online, SharePoint Online, and Microsoft Teams administration. • IT liaison for our internal Communications department, providing them with expert advice and support for any projects involving training webinars, podcasts and leadership engagement via web conferencing. My responsibilities in that function included, but were not limited to, recommending suitable equipment and software, setting up and configuring the systems, and monitoring the performance and quality of the audio and visual output. 

Enza Zaden Beheer B.V. • ICT Support Specialist • Salinas, CA • Apr 2017 - Feb 2022 • Facilitated the onboarding process for new hires and contractors by configuring and deploying devices through Microsoft Autopilot. • Performed endpoint administration tasks, including updates, security policy changes and troubleshooting using Microsoft Intune. • Managed mobile devices and applications using Microsoft Intune and System Center Configuration Manager (SCCM), ensuring compliance and streamlined access for employees across all aspects of the device lifecycle. • Design, planning, implementation, and administration of RPA/cloud automated workflows utilizing the Microsoft Power Platform/Power Automate/Power Apps. • Pioneered the integration of cloud workflows within the organization, leveraging Power Automate to ensure seamless data synchronization and accessibility across multiple departments. • Facilitated end-user adoption of automated systems by creating user-friendly Power Apps interfaces and conducting hands-on training sessions, resulting in a 90% user satisfaction rate. • Collaborated with IT security to implement robust governance policies for Power Platform automation, ensuring secure data handling and compliance with privacy standards. • Led the design and implementation of a comprehensive cloud-based workflow automation system using Microsoft Power Automate, streamlining operations across multiple departments and resulting in a 30% increase in process efficiency. • Orchestrated end-to-end resolution of ICT challenges across diverse geographic locations, spanning the United States, Canada, South America, Australia, and New Zealand; safeguarded business continuity and productivity for multinational teams. • Responsible for all new internal hire, external contractor, and third-party vendor onboarding and off-roll requests, i.e., account creation, licensing, identity & access management, and auditing. • Single point-of-contact for external vendors, negotiating contracts for enterprise services including but not limited to fiber optic-based internet service, mobile devices, and all relevant software and accessories. • Equipment purchases and shipment/delivery for all for US/Canada based employees. • Microsoft 365, Exchange Online, SharePoint Online, and Microsoft Teams administration. • Orchestrated and executed Incident Management for North America, ensuring adherence to SLAs and maintaining high quality performance standards; identified and resolved process bottlenecks, achieving a 20% improvement in resolution times. • Restructured standardized hardware based on usage patterns, resulting in 25% reduced hardware purchases year over-year. • Composed training videos, led webinars, and hosted lunchtime Q&A sessions via Microsoft Teams. 

Romnet Support Services • Technical Support Representative • Moraga, CA • Full-time • Jan 2015 - Dec 2015 • Provided Level 1 technical support via VoIP and remote connections for clients including The Princeton Review, the American College of Cardiology, and the Annals of Internal Medicine. • Provided customer service utilizing AS/400 for account issues regarding The Princeton Review and their associated websites and programs. • Provided software technical support through VoIP and remote connection for Nero AG and their Nero Burning Rom software suite. • Provided Level 1 technical support for RedSeal Networks including, but not limited to, utilizing SalesForce to support portal account creations, and internal escalations regarding license renewals. 

Support.com • Remote Services Technician • Redwood City, CA • Full-time • Aug 2013 - Sep 2014 • Member of Home Networking Services department for Comcast Xfinity Internet. • Resolved over 100 IT support tickets daily, boosting end-user satisfaction within 3 months. • Technical support for a wide range of devices, software, hardware, and platforms. • Provided comprehensive user training on IT systems and best practices for data security during service calls. 

Geek Squad (Best Buy) • Counter Intelligence Agent • Salinas, CA • Full-time • March 2006 – July 2007 • Delivered consultations to customers on service contracts, leading to improved customer understanding and retention. • Assessed, troubleshot, and solved customer software and hardware issues, leading to a 15% increase in first-call issue resolution rate, enhancing customer experience and loyalty. • Utilized probing questions to guide customers in selecting PC system builds, leading to a 30% decrease in product returns and exchanges. 

PC Service Center • Lead Technician • Salinas, CA • Jan 2001- Dec 2001 • Resolved 95% of hardware and software issues within SLA, ensuring minimal downtime for end-users within 6 months. • Improved end-user productivity through on-site technical assistance, optimizing hardware and software performance. • Installed, configured, and upgraded hardware and software as necessary, optimizing end-users' experience and productivity.

Bachelors of Science in Information Technology • University of Phoenix • Phoenix, AZ • Jan 2008 - Jun 2010