Summary
Overview
Work History
Education
Skills
Timeline
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Jacob Anderson

Summary

Accomplished Technical Field Engineer with extensive experience delivering IT solutions to 510+ ASCs, supporting over 5,000 users across multiple locations. Expertise in system administration, Active Directory, technical troubleshooting, and customer support. Managed 10+ onsite and 100+ remote environments, leading impactful projects like a SharePoint audit that improved operational efficiency by 30%. Handled 1,000+ service tickets annually, consistently achieving over 95% SLA compliance. Specialized in healthcare IT and HIPAA compliance, recognized for reducing system downtime by 20% through proactive troubleshooting. Proven track record of driving customer-centric initiatives and collaborating cross-functionally to enhance service delivery and client satisfaction

Overview

12
12
years of professional experience

Work History

Field Service Engineer Administrator II/III

Intermountain Healthcare
04.2024 - Current
  • IT Infrastructure Setup & Implementation: Deploy and configure workstations, servers, some medical devices, and surgery boards, ensuring seamless integration with healthcare systems to optimize operations across ACS centers.
  • Performed onsite installation, modification and maintenance of systems and equipment.
  • Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
  • Ticket Management: Manage IT tickets via ServiceNow (SNOW), prioritizing and resolving issues to reduce downtime and enhance operational efficiency.
  • End-User Account Management: Administer end-user accounts, permissions, and storage allocations, ensuring secure and efficient access to necessary resources and systems.
  • White-Glove Support: Provide high-priority, personalized support and training to senior administration and clinical teams, helping improve productivity and streamline workflows.
  • Network, Patching, and Management : Install, patch, and configure network systems, including organizing and running structured cabling for optimal LAN and WAN performance. Manage secure Wi-Fi networks, VPN connections, and implement advanced protocols to ensure reliable and efficient network operations across local and remote ambulatory surgery centers (ACS).
  • System Health & Performance Optimization: Perform regular system health checks, implement patch management, and optimize system performance to maintain operational efficiency and prevent disruptions.
  • Collaboration with Clinical Teams: Work closely with clinical teams and management to align IT infrastructure with operational goals, ensuring IT solutions contribute to improved patient care and system functionality.
  • Documentation & Knowledge Base: Maintain clear and up-to-date documentation on system configurations, troubleshooting steps, and best practices to ensure compliance and efficient support.
  • Special Projects Leadership: Lead high-impact projects such as the SharePoint audit of over 510 sites, ensuring detailed tracking and accuracy through Excel checklists and organized notes.
  • Travel & Site Management: Coordinate and manage logistics for site visits, including expenses, travel arrangements, and commendations, ensuring smooth and timely execution of projects.

Desktop Support Analyst II

AvidXchange
07.2022 - 04.2024
  • Maintain the SLC site in person and the other sites remotely ( TX, CLT, remote users )
  • Managed user accounts on Active Directory and LDAP services
  • Use tools like Intune/ Exchange Admin/Azure to add users to groups, create Distr Lists, Create Mailboxes, and manage them
  • Remote wipes to make sure there are no security issues
  • Diagnosed technical problems via remote access tools like Beyond Trust Cloud
  • Installed and configured computer systems, printers, scanners, and copiers
  • Created detailed documentation for all IT-related processes and procedures
  • Maintained inventory records of IT assets deployed across the organization's sites, such as computers and peripherals
  • Deployed new PCs with the latest version of operating system images
  • Provided technical support for Windows and Mac OS desktops, laptops, and peripherals over the phone and via remote access tools
  • Troubleshoot and resolved various application errors on user workstations
  • Coordinated with vendors for the procurement of hardware and software components
  • Provided training to end-users on how to use new applications or features
  • Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue
  • Performed system updates, upgrades, and maintenance tasks on Windows-based systems
  • Provide Tech Support for our programs, including Avidsuite, Avidpay, and Ring Central
  • Monitored system performance metrics to ensure optimal operation of all IT resources within the organization
  • Resolved customer issues involving Microsoft Office applications including Outlook, Word and Excel
  • Had weekly team calibration meetings to discuss projects and ideas
  • Reported to my Director once a week or any major incidents or problems
  • Tier2 and3 Support for Helpdesk
  • Handle complex Technical escalations from the Helpdesk
  • And other special projects or asks
  • Last year, closed over1000 tickets
  • Worked tickets through SNOW to ensure that tickets were handled with priority and speed to ensure the fastest ticket closures

DC Desktop Support

SEPHORA
02.2018 - 07.2022
  • First point of contact for any minor and major problems on critical systems
  • Working off a service Management ticket queue (SNOW), ensuring high urgency of tickets are prioritized and completed promptly before SLA95 %
  • Closed850 tickets in the last year
  • Performed and diagnosis/ resolution of complex desktop problems for end-users in person or over the phone, including on a warehouse floor, approx
  • 320,00 SQF, Including desktop computers, laptops, desktop applications, and systems
  • 2nd Tier support to Helpdesk
  • Send weekly reports to VP of technician's status whether accomplishments, current tasks, and IT projects
  • Work closely and communicate with VP and Senior Leadership to be sure needs are met
  • Meet with my Director at least weekly or more to give business updates
  • Interviews of Tech new hires coming on board for both shifts
  • I trained new techs who came on board with the company and showed them all the tools and resources
  • Work on/ the Servers - including maintaining them by upgrades and services
  • Work with switch panels, un-racking/racking of new equipment, and switch ports
  • Provided support in Active Directory account management
  • Network File/Folder Security Administration
  • Perform computer reimages of laptops and desktops
  • Update KB articles and other documentation
  • Monthly RF Gun Audits and other hardware used Desktops, Laptops, Printers both Label and HP Printers
  • Troubleshoot and managed100+ Labels and HP/ Lexmark Printers and maintained them by changing fusers and other parts
  • Spearheaded Windows migration project from Win7 to Win ten, ensuring that installations of multiple programs were installed
  • Took the lead on the scan gun migration project and reimaged40 RF guns from MC9090S to MC92NO
  • Used AD to Populate our UDC new Distribution List migration project

Help Desk Agent

Dent-A-Med, Inc
06.2017 - 10.2018
  • Acted as the Systems and Network Administrator, overseeing the management of network infrastructure and systems.
  • Built and imaged systems, ensuring optimal performance and setup for users.
  • Installed and configured both software and hardware, supporting a range of technologies.
  • Performed regular patching and updates to maintain system integrity and functionality.
  • Implemented and managed security protocols, including up-to-date antivirus software to safeguard systems.
  • Supported Local Area Networks (LAN) and Wide Area Networks (WAN), ensuring smooth network operations.
  • Resolved technical issues and troubleshot support tickets, ensuring timely and effective solutions.

IT Specialist

Equitable Life & Casualty
01.2015 - 01.2017
  • Protect customer's data by using encryption and antivirus software
  • Run the helpdesk and ticket management system
  • Create weekly spreadsheets to help track tickets which increase ticket closures by 25% and streamlined operations and ticketing tasks.
  • Install new hardware/software and teach customers how to use it
  • Manage, maintain, clean, and check out laptops for the customer
  • Provide onsite in-house IT support for220 employees and vendors (remotely)

Student Technical Support

Western Governors University
07.2013 - 11.2014
  • Assist students in navigating the portal, resetting passwords, and providing general support
  • Address student concerns via phone and email regarding their internet connections
  • Create trouble tickets

Education

Graduate -

Cyprus High School
Utah
01-2005

Skills

  • Excellent Communication & Customer Service Organization & Project Management Technical Support & Helpdesk L2 Desktop Platforms & Windows OS Software Hardware Installations
  • Microsoft SCCM, Loft ware Printing HP Printers, Windows Servers & Printer Services, Red Prairie & JDA
  • TCP/IP & Networking VPN (Pulse Secure, Cisco Connect) Microsoft Office Suite (Office365) Okta & Microsoft MFA
  • System Administration Remote Desktop Assistance Active Directory Management Ticketing System Proficiency Software Installation & Virus/Malware Removal Asset
  • Inventory Management, Project Management On-Site Support & Equipment Installation

Timeline

Field Service Engineer Administrator II/III

Intermountain Healthcare
04.2024 - Current

Desktop Support Analyst II

AvidXchange
07.2022 - 04.2024

DC Desktop Support

SEPHORA
02.2018 - 07.2022

Help Desk Agent

Dent-A-Med, Inc
06.2017 - 10.2018

IT Specialist

Equitable Life & Casualty
01.2015 - 01.2017

Student Technical Support

Western Governors University
07.2013 - 11.2014

Graduate -

Cyprus High School

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Jacob Anderson