ISAIAH JACOBS
Chula Vista,CA
Summary
Experienced with system troubleshooting, network configuration, and hardware maintenance. Utilizes comprehensive technical knowledge to swiftly identify and resolve issues, minimizing downtime. Strong understanding of user support and customer service, ensuring optimal system performance and satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Systems Support Engineer
Scientific Research Corporation (SRC)
San Diego, CA
12.2024 - Current
- Managed 7 daily work tickets, prioritizing urgent needs and scheduling projects to resolve tickets within 2 hours
- Trained 8 junior techs to manage tickets, diagnose common problems, and maintain workflows
- Developed solutions for software/hardware compatibility
- Installed and upgraded internal applications and documentation, reducing installation errors by 12%
Technical Support Specialist
Leidos
San Diego, CA
09.2023 - 12.2024
- Resolved 12 network/software Level I tickets per shift
- Offered technical assistance to customers via phone and email, consistently maintaining a customer satisfaction rate of 98%.
- Assisted in the development of troubleshooting guides and contributed to a reduction in average call duration.
- Created comprehensive documentation using Microsoft Word, enhancing the knowledge base and improving first-call resolution
Senior Desktop Support Technician
Centurum
San Diego, CA
12.2019 - 05.2023
- Supported a diverse user base with technical issues, maintaining a 92% user satisfaction rate through effective problem-solving
- Provided technical support over the phone, email, and desktop chat
- Used SCCM for efficient software deployment, which reduced deployment time
- Analyzed escalated tickets and coached junior techs to resolve 84% of excessive escalations
Information System Technician
US Navy
01.2017 - 01.2020
- Set up encrypted data and voice communication circuits to conceal confidential information as it is being transmitted.
- Diagnose, troubleshoot, and resolve any communication transmission/receive problems between ship to ship or ship to shore.
- Performed system administrator duties such as management of accounts, troubleshooting issues with LAN, and switch and router configuration.
- Performed duties of helpdesk technician to support end-users onboard ship and resolved over 600 IT tickets.
- Managed installation, repair and inventory of computer systems.
- Equipment Operated: via EHF/SHF: Navy Multiband Terminal (NMT) (WSC-9(V)3, WSC-9(V)1), Time Division Multiple Access Interface Processor(TIP), Advanced Time Division Multiple Access Interface Processor(ATIP), MD-1366A/U, Commercial Broadband Satellite Program (CBSP) AN/USC-69A(V)2, Global Broadcast System (GBS) (AN/USR10A(V)6) via UHF: WSC-3(V)3, WSC-3(V)11 (HaveQuick), WSC-3(V)14, DAMA (TD-1271, MD-1324) via HF: RT-1369/GRC-211, RT-1730E(C)/SRC Baseband Equipment: AN/USQ-144(V)2 (ADNS), Navmacs II, MD-900/SSR-1 Other Equipment: Battle Force Tactical Network(BFTN), CV 3510C (Signal Data Converter), Enhanced Position Location Reporting System(EPLRS), Amphibious Assault Direction.
- Accomplished in the installation and operation of cryptographic equipment such as KY-58, KIV7M, KG-250, KG-175, ANDVT, as well as other cryptographic equipment commonly used in military communications.
Education
Certificate - Information And Computer Systems
ICOHS College
San Diego09-2025
High School Diploma -
Brush High School
Cleveland, OH01-2016
Skills
- Python
- Microsoft 365
- Agile Project Management
- Network Infrastructure Troubleshooting Windows
- VPN Maintenance
- Customer Service
- Jira
- TeamViewer
- McAfee
- Microsoft Windows
- SCCM
Certification
- Secret Security Clearance, United States Department of Defense
- CompTIA A+
- CompTIA Security+
- CompTIA Network+
- Microsoft Certified Solutions Associate (MCSA)
- CCNA (in progress)
Timeline
Systems Support Engineer
Scientific Research Corporation (SRC)
12.2024 - Current
Technical Support Specialist
Leidos
09.2023 - 12.2024
Senior Desktop Support Technician
Centurum
12.2019 - 05.2023
Information System Technician
US Navy
01.2017 - 01.2020
Certificate - Information And Computer Systems
ICOHS College
High School Diploma -
Brush High School
AWARDS
Navy Achievement Medal - US Navy, Jan 2020
WEBSITE, PORTFOLIO AND PROFILES
linkedin.com/in/isaiah-jacobs-4568ab210linkedin.com/in/isaiah-jacobs-4568ab210