Hi, I’m
CHRISTOPHER JACOBS
Senior IT Support Specialist | Systems Administrator | Infrastructure Support
Rockford
Summary
High-impact IT professional with 15+ years of experience delivering Tier 2/3 support, infrastructure optimization, and end-user solutions across enterprise environments. Proven ability to resolve high-volume issues, improve system performance, and support modern cloud-based environments including Azure AD and endpoint management.
Overview
18
years of professional experience
1
Certification
Work History
MasTecRockford, IL
IT Analyst Level II
11.2023 - Current
Job overview
- Resolved 100+ tickets weekly across hardware, software, and network environments with strong first-call resolution
- Provided Tier 2/3 escalation support, reducing backlog and improving SLA performance
- Supported Azure AD user accounts, permissions, and authentication issues
- Troubleshot MFA and secure access issues for end-users
- Assisted with mobile device and endpoint configuration initiatives
- Improved system performance through patching, updates, and maintenance
- Documented recurring issues, increasing team efficiency and knowledge sharing
Erickson Dental TechnologiesRemote
IT Support Specialist
01.2023 - 11.2023
Job overview
- Resolved complex remote technical issues across distributed environments
- Served as escalation point for difficult tickets, improving resolution time
- Supported VPN, authentication, and secure user access
- Managed onboarding/offboarding including account setup and permissions
- Reduced repeat issues through effective user training
SPX FlowRockford, IL
IT Analyst Level II
08.2018 - 12.2022
Job overview
- Supported enterprise systems including Office 365, Citrix, SAP, and VPN
- Led deployment of large-scale workstation refresh projects
- Maintained patch compliance and endpoint security standards
- Supported VMware/Hyper-V environments and SAN storage
- Resolved high-priority Tier 2/3 issues under pressure
- Participated in audits and process improvements
TicomixLoves Park, IL
Lead IT Analyst
07.2016 - 07.2018
Job overview
- Administered Active Directory and Group Policy environments
- Improved ServiceNow workflows and response times
- Advised leadership on IT infrastructure upgrades
- Coordinated vendor solutions and implementations
Landstar SystemsRockford, IL
Help Desk Lead / System Administrator
03.2008 - 07.2016
Job overview
- Delivered Tier 2/3 support across enterprise systems
- Managed IBM iSeries (AS400) environments
- Led asset management and inventory control
- Mentored junior IT staff and improved team performance
- Tested and deployed systems ensuring operational readiness
Education
University of Phoenix
Master of Science from IT Administration
University of Phoenix
Bachelor of Science from Computer And Information Systems
Skills
Active Directory / Group Policy
Office 365 / Azure AD
Windows Server Administration
VMware / Hyper-V
TCP/IP / VPN
ServiceNow
Endpoint Security
Hardware Deployment
Microsoft Intune (Endpoint Management)
Microsoft Azure (Identity Basics)
MFA & Conditional Access
Certification
CompTIA A+
Timeline
IT Analyst Level II
MasTec
11.2023 - Current
IT Support Specialist
Erickson Dental Technologies
01.2023 - 11.2023
IT Analyst Level II
SPX Flow
08.2018 - 12.2022
Lead IT Analyst
Ticomix
07.2016 - 07.2018
CompTIA A+
04-2014
Help Desk Lead / System Administrator
Landstar Systems
03.2008 - 07.2016
University of Phoenix
Master of Science from IT Administration
University of Phoenix
Bachelor of Science from Computer And Information Systems