Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JACOB ALDAY

Orono,ME

Summary

Astute Service Desk Specialist with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Service Desk Specialist I

Optum
08.2022 - Current
  • Contributed to call center team productivity and customer satisfaction by serving as an escalation point for technical issues other help desk technicians were resolving for their callers
  • Processed over 400 ServiceNow trouble tickets per month, as well as over 500 monthly calls in the same timeframe.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Entered service tickets into ServiceNow ticketing system to facilitate faster problem identification and resolution.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Maintained Citrix/Cerner Millennium servers and systems to keep networks fully operational during peak periods.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.

Store Specialist

Sherwin Williams Co
02.2020 - 08.2022
  • Helped customers locate products and checked store system for merchandise at other sites
  • Prepared merchandise for sales floor by pricing or tagging
  • Engaged with customers to effectively build rapport and lasting relationships
  • Responsible for contacting and scheduling meetings with potential clients to speak with store sales representatives
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction
  • Balanced and organized cash register by handling cash, counting change, and storing coupons

Manger of Shift Operations

Jason's NY Style Pizza
02.2019 - 10.2019
  • Trained and mentored new employees to maximize team performance
  • Excelled in every store position and regularly backed up front-line staff
  • Tracked receipts, employee hours and inventory movements
  • Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints
  • Managed team of 12 employees, overseeing hiring, training, and professional growth of employees.

Information Systems Technician

United States Navy
01.2015 - 01.2019
  • Appointed as lead Communications Watch Officer for Radio Telecommunications division, as well as a lead point of contact for the USS Essex deployment group involving multiple other Naval ships.
  • Operated radio equipment, (transmitters, receivers, and coding equipment) and held a Top Secret Clearance
  • Managed the telecommunications help desk call center to respond to hardware and network errors and responded quickly and efficiently to minimize downtime of voice and data circuits
  • Provided technical network support utilizing a LINUX based ADNS system to ensure shipboard communications functionality
  • Installed, maintained, and repaired antennas, radar systems, radios, and other wireless and network equipment
  • Implemented inventories to log and keep track of over 200 items of secret and top-secret equipment belonging to the information systems department
  • Performed weekly to monthly maintenance of SATCOM, LOS, and HF equipment for excellent communications while equipment was in use.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Documented support interactions in system for future reference and addition to knowledge base.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues for the USS Essex, as well as nearby ships needing assistance with telecommunications systems.
  • Performed tests of functionality, security and performance of different workstations and devices.

Education

Some College (No Degree) - Business Administration

University of Maine
Orono, ME

Completed - Radio Telecommunications

Navy Information System Technician "C" School
San Diego, CA
06.2017

Completed - Information Systems

Navy Information Systems Technician "A" School
Pensacola, FL
06.2015

High School Diploma -

Tracy High School
Tracy, CA
06.2013

Skills

  • Leadership experience
  • Technical support
  • MS Active Directory
  • Helpdesk Support
  • Troubleshooting
  • Training and development
  • ServiceNow Tracking and Documentation
  • Knowledge Base & Industry Best Practices
  • Customer Communication and Empathy
  • Hardware and Software Configuration
  • Security Certification
  • Troubleshooting Network Issues

Certification

  • 200-301 CCNA - Expected June 2023
  • CompTia Security+ - May 2022
  • CompTia A+ - Expired in 2018
  • Intellectual Point's AWS Cloud Architect Pathway - 144 hours June 2022

Timeline

Service Desk Specialist I

Optum
08.2022 - Current

Store Specialist

Sherwin Williams Co
02.2020 - 08.2022

Manger of Shift Operations

Jason's NY Style Pizza
02.2019 - 10.2019

Information Systems Technician

United States Navy
01.2015 - 01.2019

Some College (No Degree) - Business Administration

University of Maine

Completed - Radio Telecommunications

Navy Information System Technician "C" School

Completed - Information Systems

Navy Information Systems Technician "A" School

High School Diploma -

Tracy High School

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JACOB ALDAY