Jacob Cullen

Provided technical support for software and hardware issues to end-users.

• Documented support requests and resolutions in ticketing system accurately.
• Collaborated with team members to enhance customer service processes effectively.
• Worked with MDM tools: JAMF, Intune.
• I worked extensively with Active Directory.
• Handled server backups and recovery of data.

• Identified and immediately resolved issues with network devices.
• Maintained network hardware and software, and monitored the network to support network availability to end users.
• Performed day-to-day LAN and WAN administration, maintenance, and support.
• Managed computer operation scheduling, backup, storage, and retrieval functions.
• Managed system-wide operating system and software deployments, as well as related software upgrade problems.
• Linked computers to the network and peripheral equipment.
• Performed routine maintenance on computer systems to ensure optimal performance.
• Monitored system performance to identify potential problems proactively.

• Identified hardware failures using diagnostic tools and replaced non-functional components.
• Evaluated systems against predetermined checklist, documenting noted issues.
• Executed technology implementation projects, minimizing downtimes and business disruptions.
• Recorded changes and actions in computer-based tracking system for effective monitoring.

• Facilitated technology rollout and maintenance under IT Head Roger Sampson.
• Identified and resolved technical issues utilizing various diagnostic tools.
• Assisted in problem resolution by recommending patches and troubleshooting hardware, software, and network issues.
• Executed deployment tasks using Windows Intune and Azure, addressing deployment challenges effectively.