Jacob Carey
Dayton,Oh
Summary
Resourceful technical support and documentation specialist with experience in remote troubleshooting, server and PC support, and accurate technical editing. Known for organizing knowledge libraries, documenting incidents and changes, and handling security-minded records with attention to detail.
Overview
17
17
years of professional experience
Work History
Documentation Specialist
Stratacache
01.2019 - Current
- Edited technical documentation for clarity, accuracy, and brand standards.
- Reviewed change requests for compliance with company documentation standards.
- Maintained up-to-date records of all changes made to technical documents.
- Inspected and proofread documents to check accuracy.
- Organized document libraries for Stratacache hardware and software releases.
- Promptly responded to requests for information while maintaining security.
Support Analyst
Stratacache
01.2016 - 01.2019
- Supported Stratacache digital signage clients through remote troubleshooting and issue resolution
- Monitored support tickets using Stratacache service tools and prioritized urgent requests
- Diagnosed player, display, and network issues across Stratacache managed systems
- Documented incidents, resolutions, and escalation details in Stratacache support records
Desktop Support Specialist
Reynolds and Reynolds
01.2013 - 01.2016
- Provided phone support to clients on computer, printer, software, hardware, server, and application issues, ensuring timely resolutions.
- Achieved high call completion rates while delivering quality customer service, contributing to overall client satisfaction.
- Transitioned from frontline support role to backline support position, enhancing technical expertise.
- Resolved discrepancies in alignment with standard operating manual policies and procedures, enhancing operational compliance.
Systems Administration Professional
Booz Allen Hamilton
01.2010 - 01.2013
- Systems Administrator for four servers and twenty workstations
- Diagnosed and repaired servers and workstations, performed routine maintenance and upgrades to enhance system reliability
- Obtained Secret level security clearance through comprehensive background checks.
Education
Some College (No Degree) -
Urbana University
Some College (No Degree) -
Wright State University
Some College (No Degree) - Computer Information Systems, Network Management
Sinclair Community College
Skills
- Technical documentation
- Content development
- Software and hardware expertise
- Linux proficiency
- Networking and system administration
- Troubleshooting
- Remote troubleshooting
- Customer service and support
- Knowledge sharing
- Remote troubleshooting
Personal Information
Title: Technical Support Specialist
Timeline
Documentation Specialist
Stratacache
01.2019 - Current
Support Analyst
Stratacache
01.2016 - 01.2019
Desktop Support Specialist
Reynolds and Reynolds
01.2013 - 01.2016
Systems Administration Professional
Booz Allen Hamilton
01.2010 - 01.2013
Some College (No Degree) -
Urbana University
Some College (No Degree) -
Wright State University
Some College (No Degree) - Computer Information Systems, Network Management
Sinclair Community College