Jay M. Cochran
Brunswick,GA
Summary
Experienced Senior IT Support Specialist and IT Team Leader, proficient in troubleshooting and root cause analysis. Delivered comprehensive solutions to improve system performance and user satisfaction. Communicated effectively with diverse users to resolve issues and enhance service desk response times. Strengthened technician training and support initiatives to elevate customer service quality.
Overview
18
18
years of professional experience
Work History
EITSS ITSD Manager/Senior Support Specialist
Abacus Solutions Group / Homeland Security
Glynco, GA (FLETC)
04.2021 - 02.2024
- Managed IT Service Desk and 30,000+ global endpoint devices across Windows 10, 11, and MAC OS environments, serving as SME for Adobe and Microsoft Office 365 while overseeing technical change requests and implementation plans.
- Active Directory, Microsoft Endpoint Configuration Manager (MECM/SCCM), Logitech/MS Teams VC, Dell tablet/Laptop/Desktop/server hardware, multifunction devices/document management systems, Audio-Visual support
- Researched and resolved complex technical escalations, provided end-user support for users with varying technical proficiency, conducted software debugging, remediated non-permitted technology, and ensured cybersecurity compliance through patching.
- Enterprise I.T. Support Services (EITSS) for the Department of Homeland Security (Federal Law Enforcement Training Centers / 90+ Federal Law Enforcement Agencies)
Cloud/SaaS Support Specialist
Right Networks (RightWorks)
Remote
10.2020 - 04.2021
- Provided Cloud/SaaS support for QuickBooks, Lacerte, Drake, Sage, NetSuite, Expensify, Avalara, ADP, and various cloud-hosted applications, enhancing client satisfaction and operational efficiency.
- Managed Active Directory, Windows Server 2016, Microsoft Endpoint Configuration Manager (MECM/SCCM), and ConnectWise RMM, ensuring seamless SaaS support and application integration.
- Delivered Hosted Desktop support, managed network operations, and resolved technical/customer service escalations, utilizing strong interpersonal and communication skills.
MSP I.T. Support Analyst
Information Technology Management
Brunswick, GA
03.2018 - 06.2018
- Windows server (2012/2012 R2/2016), network architecture and support, Remote Monitoring and Management, on-call rotation, remote support
- Patching, OS/firmware update vigilance, remained current on known issues, cybersecurity, data recovery, and customer service
- Proactively maintained and monitored MFDs, MFPs, CCTV, VoIP, firewall appliances, and end-user education
- Worked with Managed Service Provider on a 3-month contract to clean up backlog
MSP IT Support Specialist
Coastal Computer Consulting
Brunswick, GA
06.2017 - 10.2017
- Worked with Managed Service Provider on a 4-month contract to clean up backlog
- Troubleshooting of network infrastructure, desktops/laptops/Dell servers, Multifunction Devices/Document management systems, and Enterprise VoIP systems
- Executed threat remediation to eliminate security vulnerabilities, optimized machines and operating systems, and performed software debugging
- RMM, server patching, physical access control systems, CCTV, various proprietary software support and debugging
Senior Marketing Strategist
Golden Isles Broadcasting
Brunswick, GA
04.2014 - 06.2017
- Business-to-business outside sales in broadcast, digital, print, and outdoor marketing media, completed client needs analysis, small business buildout, and community development
- Conducted industry research, crafted and delivered proposals to prospective clients, and presented ROI reports
- Developed creative scripts, voicework, produced media, and scheduled advertisements
- Established and maintained long-lasting client relationships and consistently achieved highly positive customer feedback
MSP IT Technician
Synapse Creative
Savannah, GA
03.2012 - 04.2014
- Triaged hardware, software, and peripheral issues, managed network infrastructure, firewall appliances, VoIP, and CCTV to ensure system reliability and performance.
- Installed and configured software/hardware, removed malicious code, and provisioned mobile data terminals to enhance operational readiness.
- Coordinated with advanced vendor technical support and educated clients with varying technical proficiency to resolve issues effectively.
Manager II
AT&T / Prime Communications
Austin, TX
05.2010 - 03.2012
- Increased sales in all metrics year over year: +133% (overall gross profit average), +69% (device sales average), +143% (data gross profit average), +83% (accessory gross profit average), +300% (ISP sales average), and consistent 100% customer satisfaction ratings
- Recruited, interviewed, hired, trained, evaluated, coached, and motivated solution specialists
- De-escalated irate customer situations and resolved complaints
Technical Sales Manager
Verizon / Cellularsales.com
Savannah, GA (Coastal GA & SC)
05.2009 - 03.2010
- Business-to-business outside sales and service covering coastal South Carolina and coastal Georgia
- Met or exceeded goals and thrived on a 100% commission pay structure
- Followed up with clients after sales, routinely retained clients, and obtained referrals
Risk Management Agent
Starwood Resorts (Westin)
Savannah, GA
06.2008 - 05.2009
- Identified and analyzed the liability to which the company may be exposed
- Assisted Human Resources in detecting payroll theft, employee theft/misconduct, enforced corporate policies/procedures, conducted investigations, prosecuted offenders, and testified in court
- Managed ongoing insurance claims from guests and staff
Technical Consultant
AT&T (Corporate)
Savannah, GA
01.2006 - 06.2008
- Served as cellular data/microcell SME, Blackberry SME, iPhone SME, Windows Mobile SME, Mobile Device Management & Troubleshooting, and assisted cellular network engineering teams with field signal testing
- Performed troubleshooting/root cause analysis on Windows PCs and MAC laptops to resolve mobile data connectivity issues
- Worked with Avaya, Alcatel-Lucent, Cisco, and other Enterprise level VOIP systems in a fast-paced environment
MSP I.T. Support Specialist
Digital Dynamic Solutions (DDS-GA.COM)
, BUSINESS CLOSING
06.2018 - 2026
- Cybersecurity, threat remediation, Endpoint management and security (MECM/SCCM), RMM, Dell Server deployment, configuration, and maintenance
- Research and resolve complex technical issues, educate customers, and provide corporate training on various applications and systems
- Network architecture and support, managed switches, firewall appliances, VPNs, RMM, support 5G/LTE Microcells
- Senior Support Specialist working with MSPs, VIPs, Program Managers, Project Managers, small and medium-sized enterprises, and end-user support for customers with varying technical proficiency
Education
High School Diploma -
Glynn Academy
Brunswick, GA06-1998
Some College (No Degree) - Computer Science
Air University (US Air Force)
Montgomery, AL 1999-2000IT studies, ITIL 4, & CompTIA -
Skillsoft 6 Months
RemoteSkills
- ITIL Principles & Team Management
- Customer Success & Satisfaction/De-escalations
- Microsoft Office 365 Admin/SME
- Adobe Admin/SME
- Cloud & SaaS Support
- Microsoft Windows Expert Support
- Mobile Device Management (MDM), Deployment, & Support for Android OS & Apple iOS
- Microsoft Endpoint Configuration Manager (MECM/SCCM)
- Microsoft Active Directory
- Enterprise Cybersecurity & Threat Remediation
- Asset Management (Tangibles & Intangibles)
- Remote Monitoring & Management (Connectwise, SolarWinds, NinjaOne)
- IT Service Management (Salesforce, Zendesk, Ivanti, ServiceNow, Zoho)
- VMware, Hyper-V, Oracle VirtualBox, VSphere
- PCI compliance, HIPAA/Health Care Compliance, FOIA Compliance
- Multifunction Devices/Document Management Systems (Ricoh, Xerox)
- Microsoft Windows Server
- Network Administration & Support
- VoIP, SIP, PBX, and softphone support (Avaya, Cisco, Alcatel-Lucent)
- CCTV, Access Control, Manufacturing, & Facility Automation Systems
- POS systems (Software, Hardware, & Peripherals)
- Professional Interpersonal Communications/Soft Skills
- End-User Education for Users with Varying Proficiency
- DOD Secret Clearance (Inactive)
- Homeland Security Public Trust, High-Risk, Non-Critical, Sensitive Clearance (Inactive)
References
References and letters of recommendation shall be provided
Awards & Honors
- U.S. Air Force Veteran – Air and Space Command - Security Forces – Honorable
- Sole recipient of the Georgia annual AT&T "Customer Rules" service award, 2006
- Sole recipient of the Abacus Solutions Group "Leadership Excellence" award in 2023 for stellar implementation of ITIL principles in the Enterprise IT Service Division
- Ambassador with the Brunswick-Golden Isles Chamber of Commerce, 2014 – present
- DOD Secret clearance (ENTNAC) & PRP with the United States Air Force, expired/inactive
- Homeland Security Public Trust clearance (SSBI/high risk non-critical sensitive), inactive
- Certified Georgia Peace Officer (license available)
Timeline
EITSS ITSD Manager/Senior Support Specialist
Abacus Solutions Group / Homeland Security
04.2021 - 02.2024
Cloud/SaaS Support Specialist
Right Networks (RightWorks)
10.2020 - 04.2021
MSP I.T. Support Specialist
Digital Dynamic Solutions (DDS-GA.COM)
06.2018 - 2026
MSP I.T. Support Analyst
Information Technology Management
03.2018 - 06.2018
MSP IT Support Specialist
Coastal Computer Consulting
06.2017 - 10.2017
Senior Marketing Strategist
Golden Isles Broadcasting
04.2014 - 06.2017
MSP IT Technician
Synapse Creative
03.2012 - 04.2014
Manager II
AT&T / Prime Communications
05.2010 - 03.2012
Technical Sales Manager
Verizon / Cellularsales.com
05.2009 - 03.2010
Risk Management Agent
Starwood Resorts (Westin)
06.2008 - 05.2009
Technical Consultant
AT&T (Corporate)
01.2006 - 06.2008
High School Diploma -
Glynn Academy
Some College (No Degree) - Computer Science
Air University (US Air Force)
IT studies, ITIL 4, & CompTIA -
Skillsoft 6 Months