Jeff Spaulding

Meta

Enterprise Technical Support Analyst • Nov 2023 - Nov 2024

• The first member of a new team focused on increasing the quality of support for the highest revenue Workplace and Quest for Business customers.
• Lead high urgency, high impact issues invovling SCIM API, Graph API, and SAML integrations to resolution.
• Identified reproduction steps for highly complex customer-reported bugs in the Workplace and Quest for Business platforms, leading to reduced resolution times when coordinating with engineering teams.
• Created a series of highly-rated training videos to onboard the rapidly scaling international team.
• Received unprompted praise by name from high revenue customers through Customer Success channels, praising the dramatic increase of the quality of support as a direct result of my contributions, knowledge, and skill.

Apple TV+

Systems Engineer, Identity and Access Management • Nov 2022 - May 2023

• Streamlined integration of 5 Apple-built, in-house apps with OneLogin, enhancing security and user access through technologies like OpenID Connect (OIDC), SAML, OAuth 2.0, and SCIM APIs.
• Enabled Single Sign-On (SSO) and just-in-time (JIT) or SCIM provisioning for SaaS applications via OneLogin, simplifying user access management.
• Created a streamlined automation system utilizing OneLogin as an Identity Provider (IdP), Zendesk for IT Service Management (ITSM), Python scripting, and Google Cloud Platform (GCP) for computation, forecasted to reduce IT staffing requirements by 3 members in 2023.
• Managed critical systems including OneLogin, Zendesk, Box, Google Workspace, and Oomnitza.

Scopely

Senior IT Engineer • Aug 2021 - Oct 2022

• Achieved a $200,000 reduction in annual SaaS expenditures in 2022 by conducting comprehensive audits employing Python scripts, APIs, and Excel.
• Successfully deployed Oomnitza as the IT Asset Management (ITAM) platform, overseeing the ingestion of and ensuring quality data for more than 9,000 assets.
• Enhanced efficiency by cutting IT new hire provisioning time in half through streamlined process optimization.
• Reduced average resolution times by 50% through strategic process enhancements.
• Administered SaaS applications including Adobe Creative Cloud, Apple App Store Connect, Figma, GitHub, Google Workspace, Grammarly, Lucidchart, Mailchimp, Microsoft App Center, Microsoft Office 365, Miro, NinjaRMM, Okta, Oomnitza, Smartsheet, Twilio, and Zoom.

Feedwire

IT Consultant • Mar 2019 - Apr 2021

• Led a team of five Systems Engineers responsible for over one million dollars of billable work per year across a portfolio of 200 annual clients.
• Achieved a 15% revenue increase through the implementation of agile project management methodologies and process enhancements.
• Employed Slack APIs in conjunction with Google Calendar APIs to develop automated billing review notifications for agents.
• Leveraged Google Calendar APIs, Zendesk APIs, Airtable APIs, AWS Relational Database Service (RDS), and Brightgauge to develop real-time capacity and Key Performance Indicator (KPI) dashboards, resulting in a reduction of average response times to 30 minutes and average resolution times to 2.5 days.
• Successfully deployed OneLogin for 30-40 projects, Slack for 10 projects, Zendesk for 3 projects, and managed Google Workspace and Office 365 for 20-30 projects.
• Executed 30-40 email migrations and 10 cloud data migrations, and facilitated 10-20 office network installations.

Examples of the work I’ve done for my clients at Feedwire include:

Social Movement Organization • ~50 Employees

• Strategically set up a Google Workspace tenant to manage active mailboxes and a separate Office 365 tenant for archived mail, resulting in cost savings for managing legacy email data.
• Executed a seamless split migration, transferring active mail to Google Workspace and archived mail to Office 365.
• Enhanced email security by configuring Ironscales to proactively identify and mitigate potential phishing and spam threats, bolstering overall cybersecurity measures.

Live Television Production Studio • ~200 Employees

• Deployed SimpleMDM to configure mobile devices, enforcing critical security policies such as FileVault 2 for full-disk encryption and password requirements.
• Set up OneLogin as an Identity Provider (IdP), integrated Dropbox for efficient file collaboration, hosted email services on Office 365, and adopted Evercast as a remote editing tool, significantly enhancing remote work capabilities.
• Established seamless synchronization between an on-premises Active Directory server and OneLogin, enabling user group mappings to OneLogin roles.

Honey (joinhoney.com)

IT Generalist • Jun 2018 - Jan 2019

• Orchestrated the design of AV conference rooms, enabling effortless transitions between meetings, resulting in an ~$80,000 annual reduction in staff time spent troubleshooting video conferences.
• Leveraged Slack APIs and Freshdesk APIs to automate the conversion of Slack messages into Freshdesk support tickets and relayed Freshdesk support ticket updates back to requestors via Slack.
• Crafted a comprehensive IPv4 subnet and VLAN scheme for a branch office, meticulously configuring SSIDs and network ports to accommodate infrastructure, staff, and guest VLANs.
• Expertly configured network infrastructure, including the Ubiquiti Security Gateway, Ubiquiti Access Point AC Pro, and Ubiquiti Switch 16 PoE, ensuring reliable and secure network operations.
• Administered OneLogin, Dropbox, Google Workspace, GitHub, Jira, Confluence, Meraki Systems Manager, Zoom, and Slack.

Naughty Dog

IT Generalist, Contractor • Mar 2018 - Jun 2018

• Supported the Engineering team in DevOps initiatives by conducting in-depth research and successfully implementing a proof-of-concept for GitHub Large File Storage (LFS).
• Deployed Windows 10 to replace Windows 7 by imaging a new hard drive with a copy of Windows 10 configured with a base suite of applications, installing the drive in the target desktop, configuring BIOS to use that drive as the boot volume, and mapping the old Windows 7 drive as an external volume for file transfer.

Headspace Inc.

Systems Administrator • Jan 2017 - Oct 2017

• Successfully deployed Airwatch as a versatile Mobile Device Management (MDM) solution, enrolling Windows, iOS, and Android devices to ensure strict adherence to IT security policies.
• Established OneLogin as the Identity Provider (IdP) of choice, enrolling employees with Multi-Factor Authentication (MFA) and seamlessly integrating applications to enable efficient Single Sign-On (SSO) with just-in-time (JIT) provisioning.
• Designed WiFi heat maps for precise identification of weak signal areas, strategically relocated access points, and optimized radio settings, resulting in significantly improved WiFi connectivity across the entire office.
• Administered OneLogin, Airwatch, Google Workspace, Dropbox, Box, Jira, Confluence, Slack, QNAP, Meraki, and WebEx.

CG Master Academy

IT Supervisor • Sep 2015 - Dec 2016

• Developed a video conversion and hosting platform using Amazon Web Services (AWS) Elastic Compute Cloud (EC2), Linux/Nginx/MySQL/PHP (LEMP) servers, AWS Simple Storage Service (S3), and AWS CloudFront, reducing IT services costs by $150,000 per year.
• Administered Drupal, the Content Management System (CMS) that hosted the online school’s content.

California State University Northridge

IT Help Center Consultant • Sep 2014 - Sep 2015

• Mentored a team of student employees.
• Developed a Google Chrome extension using JavaScript, HTML, and CSS, leading to a notable 20% increase in ticket creation speed and a fourfold boost in efficiency.
• Resolved critical issues related to LDAP, Active Directory, Office 365, Google Workspace, and VPN connections, ensuring seamless and uninterrupted IT operations.

The University of Maine

Student Computer Tech IV • May 2011 - Aug 2014

• Trained new employees and fostered an enjoyable and collaborative work environment.
• Conducted malware removal, hardware diagnostics, and software troubleshooting on approximately 1,500 devices running Windows, macOS, iOS, and Android operating systems.

The University of Maine

Bachelor of Arts, New Media • 2008 - 2013

Concentration in Interaction Design and Digital Narrative; Minor in Studio Art

• Mycology, the study of fungi
• Homebrewing wines
• Sci-fi, Fantasy, Self-Help, and Business books
• Video Games, Board Games, and Tabletop Games