Open to opportunities

John McQuaide

@johnmcquaide

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Resolution-driven IT professional specializing in production support and device management.

United States

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What I'm looking for

I seek a collaborative role in device/production support or monitoring where I can apply kiosk and observability expertise, mentor others, and improve reliability.

I am an IT professional with 5.5 years of experience in production support, device management, and eCommerce application monitoring. At Panera I managed 6,000+ self-ordering kiosks using Microsoft Intune and Workspace ONE/AirWatch, developed reports and dashboards, and served as a last line of defense before escalation.

I specialize in diagnostic and monitoring tools such as Dynatrace and Splunk, SQL and Oracle database verification, and automation via scripting (Python, Bash, PowerShell). I thrive in collaborative environments, rapidly learn new tools, and drive operational improvements through clear communication and technical ownership.

Experience

Work history, roles, and key accomplishments

Current

Data Analyst

Current

Panera Bread

Jul 2020 - Present (5 years 2 months)

Served as final escalation for production issues and device management admin for 6,000+ self-ordering kiosks, developing dashboards and alerts that improved monitoring and reduced recurring incidents. Managed kiosk deployments, collaborated with vendors and network teams, and used SQL and Splunk to diagnose and resolve app, cache, and network issues.

Splunk SQL Microsoft Intune Device Management Log Analysis Networking Dashboarding

Card Services Representative

Mastercard

May 2020 - Jul 2020 (2 months)

Provided level 3/5 prepaid card support handling declined transactions, account access issues, fraud escalations, and password resets while coordinating with fraud and team leads to resolve complex customer cases. Used UAD, Skype for Business, and Outlook for cross-team communications.

Prepaid Card Support Customer Support Fraud Investigation Skype For Business Account Recovery Escalation Management

Helpdesk Analyst

Retail Technology Group

Feb 2020 - Mar 2020 (1 month)

Delivered Tier 1 technical support for POS, Windows servers, printers, and store networks across multiple restaurant concepts, using remote tools and ticketing to resolve hardware and software incidents. Performed password resets and remote remediation via LogMeIn and PowerShell.

Tier 1 Support Windows Server PowerShell Ticketing (NetSuite)

Junior Application Support

Magellan Health

May 2018 - Aug 2018 (3 months)

Supported five applications in Security Operations, integrated security platforms into ServiceNow via REST/SOAP APIs, and used Splunk and scripting (Python, JavaScript) to monitor network traffic and automate checks for malicious activity.

Splunk Python JavaScript ServiceNow REST APIs Tanium Postman)

Education

Degrees, certifications, and relevant coursework

Fontbonne University

Bachelor of Science, Cybersecurity

2015 - 2019

Activities and societies: Senior network security and WordPress projects; supercomputer build using Raspberry Pi cluster; database and virtualization coursework; Python and C++ programming projects.

Completed a Bachelor of Science in Cybersecurity with minors in Computer Science and Management Information Systems, focusing on network security, virtualization, and database projects.