Jacob Cisneros

Serve as the primary onsite technical lead for a non-profit housing organization, managing the full IT lifecycle for 200 staff members across headquarters and remote properties.

• Infrastructure Overhaul: Orchestrated a complete IT hardware overhaul for 30+ remote properties in 2024, managing logistics, installation, and network configuration to modernize the organization’s footprint.
• Windows 11 Migration: Led the organization-wide migration to Windows 11, ensuring compatibility for legacy applications and zero downtime for critical business operations.
• Asset Management Strategy: Took ownership of the hardware lifecycle, implementing a rigorous refresh policy for devices older than 5 years and managing inventory for all laptops, monitors, and peripherals.
• Print Server Upgrade: Currently managing a fleet-wide copier upgrade; coordinating with vendors to deploy standardized models, install new drivers, and integrate print-count software into the central print server.
• Staff Training & Development: Developed and presented monthly "Tech Talk" presentations at all-staff meetings, teaching digital literacy and best practices to reduce recurring Tier 1 tickets.

Provided advanced technical support for the Equal Employment Opportunity Commission (EEOC), serving as the escalation point for complex hardware and software issues.

• Escalation Management: Resolved high-level incidents escalated from Tier 1, utilizing ServiceNow to track assets and document root-cause analysis.
• System Migration: Played a key role in the agency-wide migration from Windows 7 to Windows 10, including testing install scripts and troubleshooting configuration errors.
• VIP Support: Provided white-glove deskside support for the Office of the Chair and Commission staff, ensuring high-priority issues were resolved within strict SLAs.
• Mobile Administration: Managed the agency’s mobile fleet (iPhones/Androids), working with the Mobile Devices group to provision, secure, and troubleshoot assets.

• Supported the EEOC Public Portal, assisting general public users with application errors and access issues.
• Created and maintained workflow guidelines and FAQ documentation to train new hires and standardize problem resolution.

Managed high-volume inbound calls for the Department of Homeland Security/FEMA, handling sensitive data with strict adherence to federal security clearance protocols.