Alex Couey Software Engineering Lead II

Service Desk Technician

Blink Health

May 2024 - Current (2 years 3 months)

End-User Support: Provided technical support for both Windows (2010/2011) and MacOS environments, ensuring efficient troubleshooting, system builds, and refreshes for end-users. Device Management: Managed Mac devices using JAMF and PC devices using Intune, while overseeing mobile devices via the corporate MDM platform. Utilized DriveStrike for secure device management and Code42 for data protection and backup. Security and Compliance: Ensured patch and vulnerability compliance using ManageEngine Patch Manager, applying ITIL best practices to maintain corporate security standards. Managed user authentication and access control through Okta and Zscaler, ensuring secure and seamless access. Privileged Access Management: Administered privile

IT Support Specialist III

Vacasa

Apr 2022 - May 2024 (2 years 2 months)

Leadership and Project Management: Provided consistent leadership and managed projects, ensuring SLA compliance and serving as a key resource for internal teams. Security and IAM: Expert in enacting and applying security policies within identity access management systems (IAM), and auditing application directories for license compliance. Employee Onboarding/Offboarding: Collaborated with HR and various departments to streamline the onboarding and offboarding processes. Office and Device Coordination: Facilitated office changes and remotely managed over 11,000 Mac/iOS devices, ensuring seamless operation. Mentoring and Best Practices: Mentored and supported incoming team members, emphasizing operational best practices and strategic coordinat

IT Support Specialist II

Vacasa

Oct 2021 - Apr 2022 (7 months)

IT Support Specialist

Vacasa

Nov 2020 - Oct 2021 (1 year)

IT Service Desk Technician II

Vacasa

Dec 2019 - Mar 2020 (4 months)

IT Service Desk Technician

Vacasa

Apr 2019 - Dec 2019 (9 months)

Genius

Apple

Mar 2015 - Feb 2019 (4 years)

Technical Support: Provided professional hands-on support, translating technical knowledge for all Macintosh and iOS devices. Repaired, replaced, and calibrated malfunctioning or damaged hardware in mobile and desktop devices. Customer Service: Delivered advice on accompanying accessories to improve the customer experience with Apple products. Diagnosed product issues on the spot with patience and compassion, offering solutions to quickly get users up and running. Team Education: Educated team members about products, independently keeping your own technical knowledge up to date, and fostering a culture where everyone belongs and is inspired to do their best work. Efficiency and Trust: Managed multiple customers while staying conscious of th

Technical Specialist

Apple Inc

Jun 2012 - Mar 2015 (2 years 10 months)

Customer Support: Managed customer expectations and experiences, translating technical information into beginner-friendly language. Collaboration: Worked with teammates to consistently provide world-class customer service, building a community of loyal customers. Product Education: Educated customers about products, software, and device usage to generate excitement about Apple’s offerings. Demonstrations and Presentations: Provided product demonstrations and presentations in various formats and environments to audiences of different sizes. Technical Assistance: Helped new owners get started and provided efficient support to current users, using knowledge of current Apple technology. Personal Training: Delivered personal training for new cus

Specialist

Apple

Aug 2011 - Jun 2012 (11 months)

Educated customers about products, software, and device usage to encourage excitement about the company’s ventures and values. Provided product demonstrations and presentations in a variety of formats and environments to various sizes of audience.

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Intern in Web Analytics & Social Media

Wire Stone Part of Accenture Interactive

Aug 2009 - Apr 2010 (9 months)

Created client-facing reports from web analytics data using vendor interfaces. Evaluated web analytic implementations by examining page level tags to better provide and optimize the overall user engagement experience. Drew insights and recommendations on site-related metrics I was able to provide the latest analysis to the client and brief them on actionable items. Provided needs analysis for customers and provided them with actionable insights via web analytics. Social media is not only great for getting information out about new products, but for actively engaging with users/consumers. Finding out what users need and delivering quality customer service, this not only creates a stronger bond with the consumer, but the brand. On a dail

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Creative Assistant

Renewal Consignment Homewares

Jul 2009 - Dec 2009 (6 months)

Creatively assisted a local consignment store with day-to-day operations. Provided quality customer service to consigners, customers, and inquiries.

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Salesman / Photo Finishing Clerk

Idaho Camera Adventure

Aug 2007 - Oct 2008 (1 year 3 months)

Maintained healthy customer relationships through effective communication. Inspired confidence in buyers of the company’s reputation and brand to gain advantage over the competition. Assisted customers with products and follow up to ensure satisfaction.

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Supervisor

Amici Coffee Wine

Feb 2007 - Mar 2007 (2 months)

Supervised the staff at a start-up coffee an wine shop. Made sure customers were well cared for and that meals/drinks were served in prompt manner.

Sales Associate

Pier

Oct 2005 - Jan 2006 (4 months)

Responsible for keeping the stockroom organized for incoming freight shipments. Assisted customers in furniture selection as well as advising them on home décor.

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Concession Services

The Flicks Theater Ricks Cafe Americain

Aug 2006 - Jan 2007 (6 months)

Served food and drinks at the concessions counter for an independent film theater. Assisted customers with orders and/or tickets sales/rentals. Maintained stocking supplies as well as cleaning the cafe area.

Alex Couey

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