# Jesa Sales > Technology Enthusiast Focused on Empowering People Through Exceptional IT Support Location: Hayward, California, United States Profile: https://flows.cv/jesa With over six years of hands-on experience in IT support, I specialize in optimizing operational efficiency, streamlining onboarding and offboarding workflows, and implementing scalable SaaS solutions that enhance the employee experience. I’m passionate about building intuitive, user-centered IT systems that boost productivity and reduce friction across global teams. At Gem, I support a fast-paced, hybrid environment by managing hardware and software provisioning, troubleshooting across Mac and Windows devices, and overseeing account access while continuously improving internal processes. Previously at Media.Monks, I led North American IT support operations—standardizing onboarding procedures, automating workflows through Freshservice and Google Workspace, and accelerating delivery through improved documentation and knowledge sharing. I bring a service-first mindset, a keen eye for automation and efficiency, and a commitment to continuous improvement in every environment I support. My goal is always to make technology feel seamless, scalable, and human-centered. ## Work Experience ### Technical Support Representative @ Vagaro Jan 2026 – Present | Pleasanton, CA ### IT Support Specialist @ Gem Jan 2025 – Jan 2025 | San Francisco Bay Area - Own technical readiness of AV/VC systems for in-person events, demos, and leadership presentations. - Lead executive and new hire onboarding, including desk setups, license provisioning, and white-glove support. - Troubleshoot and escalate across SaaS tools and hardware environments, ensuring business continuity. - Collaborate cross-functionally with People Ops to refine access control and onboarding/offboarding processes. - Maintain in-room AV infrastructure and support ad hoc executive meeting needs. - Track and manage IT inventory and e-waste following internal sustainability practices. - Help automating systems in Rippling and google workspace ### Global IT Support @ Media.Monks Jan 2023 – Jan 2024 - Led North America IT team of five, implementing streamlined processes for onboarding, offboarding, and asset tracking, achieving significant operational efficiency improvements. - Standardized contractor and FTE onboarding processes through cross-functional collaboration, enhancing coordination and productivity. - Managed IT operations for Media.Monks and S4Capitol tenants, optimizing Google Workspaces, JAMF, Microsoft, OneLogin, and Slack. - Enhanced operational effectiveness by implementing automation systems on FreshService and Google Workspace, collaborating with global IT teams. ### IT Support Technician @ Media.Monks Jan 2021 – Jan 2024 | San Francisco Bay Area ### Information Technology Support Specialist @ Media.Monks Jan 2021 – Jan 2024 Owned the end-to-end IT support process for executives, leading efforts to streamline ticket handling, escalation workflows, and issue resolution. Led initiatives to improve service delivery by identifying process inefficiencies and implementing solutions that resulted in faster response times and higher satisfaction rates. Developed and maintained comprehensive documentation for IT policies, procedures, and troubleshooting guidelines, ensuring consistency across the support team. Managed vendor relationships to optimize hardware procurement and resource allocation, including maintaining accurate IT inventory and overseeing the asset lifecycle. Worked closely with cross-functional teams to improve overall service delivery, creating internal knowledge-sharing systems that improved team collaboration and operational efficiency. ### Information Technology Support Specialist @ Align Workforce Solutions Jan 2021 – Jan 2021 | Palo Alto, California, United States • Serving as the first point of contact for employees seeking technical assistance via IT Tickets for all hardware and software issues and striving for quick resolution • Performing remote troubleshooting through diagnostic techniques and pertinent questions to identify the cause to then solve the issue • Imaging and configuring with JAMF Pro for all [Mac OS, iOS, and Chromebook] from server to client software as per the designated end users needs • Great track record for 5/5 reviews for all tickets received and closed • Maintaining service level agreements on average of 2 business days ### Product Designer @ Apple Jan 2020 – Jan 2021 Conducted user studies and provided insights that informed product improvements, contributing to a more effective support strategy for customer-facing products. Collaborated with cross-functional teams to develop and implement measurement strategies for IT service delivery, driving continuous improvement based on data-driven analysis. Developed and maintained reporting systems that provided stakeholders with actionable insights into the performance of IT services. ### Health Technology Project Coordinator @ Apple Jan 2021 – Jan 2021 | Sunnyvale, California, United States • Responsible for implementing the strategy for all the hardware, software, and any applicable resources required to support the objectives and attain the results for successful programs • Delegated work between teammates and I to ensure that there was a clear delineation of roles and responsibilities for efficient & productive results ### Packaging/Retail & Events PD Lab Technician @ Apple Jan 2021 – Jan 2021 | Cupertino, California, United States • Instrumental in the sustainability efforts for Apple’s packaging by assembling the analysis that covered the range of materials and environmental test results • Responsible in providing the analysis of the existing package in Tableau – making it easier for cross functional collaboration • Contributor as a stakeholder to Apple’s “Close Loop” Initiative to identify components required to transition from plastic to paper • Improved steps for testing by Assembling a fixed Drop Tower utilizing high speed cameras for the most accurate results ### Mac Genius @ Apple Jan 2018 – Jan 2021 | San Mateo, CA • Certified Apple MacOS, iOS, tvOS, WatchOS Technician • Recognized for providing excellent customer service ensuring customer satisfaction and by leading the team awarded for #1 in NPS scores in San Francisco Bay Area Region • Lead & Mentor by sharing best known methods to troubleshoot and diagnose hardware and software issues to improves team’s ability to close issues rapidly • Champion prioritization skills to manage customers, Genius Bar process, workflows and other initiatives required by Apple Corporate • Responsible for escalated customer or technical issues for final resolution ### Technical Support Representative @ Apple Jan 2017 – Jan 2020 Delivered exceptional technical support to both individual customers and enterprise clients, consistently meeting or exceeding service expectations. Took ownership of customer escalations and worked directly with engineering teams to resolve complex issues, ensuring high levels of customer satisfaction and retention. Created and maintained knowledge bases and internal documentation to streamline troubleshooting processes and improve team efficiency. ### Technical Expert @ Apple Jan 2018 – Jan 2019 | San Mateo, California, United States • Certified iOS repair technician • Expert in all things iOS software and hardware issues • Recognized for team leadership and repairing iOS devices - software and hardware ### Technical Support Specialist @ Apple Jan 2017 – Jan 2018 | San Mateo, California, United States • Certified iOS troubleshooting technician • High level customer service mending customers relationships with their devices. ### Specialist @ Apple Jan 2017 – Jan 2017 ### Server @ University Club of Palo Alto Jan 2015 – Jan 2017 | Menlo Park, California ### Business Development Representative @ fremont toyota Jan 2014 – Jan 2015 | Fremont, California, United States • Top in Sales Activations and Customer Service (incoming & outbound calls) for Tire Sales, follow up emails, ensuring customer loyalty, satisfaction, and driving sales • Scheduling curator – of all phone calls, e-mails and inquiries received for vehicle appointments • Identifying the best solutions ranging from repair – in/out of warranty, budget, and coverage ### Teller @ Wells Fargo Jan 2013 – Jan 2014 | Milpitas, California, United States • Responsible for opening and closing the bank, counting currency & balancing all vaults • Assembled personal till for each day’s range of transactions for face-to-face customer transactions • Recognized as a Gold Club Sales Champion as a teller for all service sales attained • Mentor & Trainer for all new & existing employees making the branch a #1 performer. ### Receptionist @ Dentistry of Los Olivos Jan 2013 – Jan 2013 ### Sales Representative @ Sunglass Hut Jan 2012 – Jan 2013 ### Sales Associate @ American Eagle Outfitters Jan 2011 – Jan 2012 ## Education ### Associate's Degree in Business Administration and Management, General Chabot College ## Contact & Social - LinkedIn: https://linkedin.com/in/jesasales --- Source: https://flows.cv/jesa JSON Resume: https://flows.cv/jesa/resume.json Last updated: 2026-04-13