ANDREW M. JACOBS
Denton,MD
Summary
Versatile IT Support and Operations Professional with over three years of experience delivering Tier I–II technical support, system administration, and process optimization across healthcare, federal, and corporate environments. Proven success in troubleshooting complex Windows and network issues, managing Active Directory and Microsoft 365 ecosystems, and deploying secure hardware/software solutions. Recognized for improving efficiency through PowerShell automation, streamlining onboarding processes, and maintaining compliance within regulated industries. A dependable communicator and problem-solver with hands-on leadership experience and a strong commitment to continuous learning and cybersecurity advancement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Support Specialist / Help Desk Technician
SecureNetMD
11.2025 - Current
- Provide Tier I–II technical assistance for telecommunication and computer hardware/software issues across multiple clients.
- Resolve end-user issues via phone, remote support tools, and onsite assistance.
- Track, troubleshoot, and document customer issues to ensure long-term resolution and improved client experience.
- Manage hardware/software improvements and upgrades across varied environments.
- Support Active Directory user management, password resets, device setups, and system access requests.
- Work with a wide range of legacy and modern systems across Windows, networking, and application environments.
IT Support Analyst
MicroHealth, LLC
Vienna, VA
05.2024 - 11.2025
- Delivered Tier 1–2 support for 200+ users in a federal healthcare IT environment, resolving hardware, software, and remote access issues within SLA-driven workflows.
- Led imaging, configuration and deployment of laptops/desktops through the full device lifecycle, shortening new-hire provisioning time by 30%.
- Administered Active Directory and Microsoft 365 user accounts (including MFA setup, group memberships and access rights), supporting regulatory compliance in a government-health sector setting.
- Employed PowerShell scripting to automate routine configuration tasks and report generation, boosting workflow efficiency and reducing manual steps.
- Maintained a detailed IT asset inventory and coordinated lifecycle tracking, contributing to asset audits and ensuring compliance with contract/agency standards.
- Troubleshot network connectivity, VPN access, and endpoint performance issues across hybrid on-site/remote user environments, enabling secure health-IT access for mission-critical operations.
- Collaborated with cybersecurity and infrastructure teams to support patch management, system updates, and vulnerability remediation tasks aligned with federal health-IT standards.
- Provided clear, friendly technical communication to both technical and non-technical stakeholders, maintained documentation in knowledge base to enhance team productivity and first-contact resolution.
IT Support Engineer
Excentium, Inc.
05.2022 - 01.2024
- Delivered enterprise-level Tier I–II technical support within secure government client environments, handling 30+ incidents weekly and minimizing end-user downtime.
- Managed Active Directory user and device access controls, implemented GPOs, and enforced least-privilege principles to ensure security compliance.
- Performed system patching, updates, and diagnostics on Windows servers and workstations to proactively reduce outages and vulnerabilities.
- Authored and maintained technical documentation and knowledge base articles in Confluence, improving first-call resolution and team efficiency.
- Monitored and tracked IT assets, conducting lifecycle audits and maintaining 100% compliance with federal property and contract guidelines.
- Collaborated with cybersecurity and network operations teams to resolve escalated issues, support incident response workflows, and remediate vulnerabilities.
- Provided remote and onsite support while triaging incidents through ticketing and communication channels to maintain SLA performance and user satisfaction.
Process Guide / Water Spider
Amazon Fulfillment Center
Baltimore, MD
07.2021 - 05.2022
- Oversaw real-time floor operations, monitoring production rates and ensuring adherence to safety and performance standards in a high-volume environment.
- Acted as a subject-matter resource and trainer for associates, auditing procedures and providing on-the-job coaching to sustain productivity and quality targets.
- Conducted root-cause analysis of workflow slowdowns and implemented process improvements that increased efficiency and reduced operational errors.
- Collaborated with area managers to troubleshoot logistics bottlenecks, optimize staffing assignments, and maintain on-time order throughput.
- Managed equipment and inventory checks, identified maintenance needs, and coordinated with support teams to ensure uptime and operational continuity.
Head Bartender
Cornerstone Grill & Loft
College Park, MD
08.2017 - 06.2021
- Supervised daily bar operations in a high-volume venue, ensuring seamless service flow, compliance with alcohol laws, and optimal staffing coverage.
- Trained and mentored front-of-house staff (10+ team members), implementing standardized checklists to enhance service consistency and efficiency.
- Designed and introduced seasonal cocktail menus and drink specials, increasing beverage revenue and guest engagement.
- Managed bar inventory, ordering, and vendor relations; reconciled POS reports and reduced waste through improved tracking.
- Resolved escalated guest issues with professionalism, maintaining positive customer relations and ensuring repeat patronage.
Education
Diploma -
St. Vincent Pallotti High School
01-2013
Skills
- Systems & Platforms: Windows 10/11, Windows Server, Azure AD, Intune, Active Directory, JIRA, Confluence
- Networking & Security: VPN configuration, IP management, group policies, endpoint security compliance
- Scripting & Automation: PowerShell scripting for configuration, reporting, and workflow optimization
- Software & Productivity: Microsoft 365 (Teams, Outlook, SharePoint, Excel, Word), remote support utilities
- Hardware & Field Support: Device imaging, deployment, diagnostics, and preventative maintenance
- Technical Documentation: SOP creation, knowledge base articles, and process improvement tracking
- Professional Strengths: Communication, training, leadership, adaptability, and cross-functional collaboration
- Operating system support
- Remote support
- IT asset management
- Help desk support
- Wireless networking
- Hardware installation
- IT documentation
- Application support
- Incident management
- System configuration
- Backup management
- Patch management
- End-user training
- Network administration
- Mobile device management
- Server maintenance
- IT security management
- Virtualization technologies
- Customer service
- Active listening
- Verbal and written communication
- Decision-making
- Desktop support
- Ticket management
- Software installation
- Data entry
- Product troubleshooting
- Technical issues analysis
- Product knowledge
- Service support
- Network configuration
- Issue troubleshooting
- Technical troubleshooting
- Analytical thinking
- Network diagnostics
- Customer service expert
- Windows 10
- Hardware troubleshooting
- Appointment scheduling
- Ticket support system management
- Microsoft outlook
- Security protocols
- Complaint resolution
- Application installations
- User support
- Hardware diagnostics
- LAN/WAN
- Call center operations
- Product training
- Hardware upgrades
- Customer success management
- User credential management
- TCP/IP
- Technical support
- Account management
- Account updating
- Information protection
- Issue escalation
- System administration
- Videoconferencing
- Antivirus software
- Incident tracking
- Hardware and peripherals
- Teamwork
- Teamwork and collaboration
- Problem-solving
- ITIL processes
Certification
CompTIA Security+ (in progress, expected 2025)
Timeline
IT Support Specialist / Help Desk Technician
SecureNetMD
11.2025 - Current
IT Support Analyst
MicroHealth, LLC
05.2024 - 11.2025
IT Support Engineer
Excentium, Inc.
05.2022 - 01.2024
Process Guide / Water Spider
Amazon Fulfillment Center
07.2021 - 05.2022
Head Bartender
Cornerstone Grill & Loft
08.2017 - 06.2021
Diploma -
St. Vincent Pallotti High School
ADDITIONAL STRENGTHS
- Strong interpersonal and communication skills
- Reliable, detail-oriented, and adaptable in fast-paced environments
- Committed to continuous learning in IT and cybersecurity