Jacob Gainey
Orange
Summary
Professional with robust experience in IT support, well-versed in troubleshooting hardware and software issues, network issues, and managing system configurations. Known for strong collaboration skills and ability to adapt to evolving requirements. Adept at providing solutions that ensure optimal performance and user satisfaction. Highly reliable, with focus on achieving results through effective communication and technical expertise.
Overview
11
11
years of professional experience
Work History
Desktop Support Engineer (Chevron Phillips)
Allied Digital Services
10.2025 - Current
- Troubleshot daily issues for end users, ensuring swift resolution and minimal downtime.
- Managed Remedy ticket portal for efficient tracking and prioritization of support requests.
- Deployed and managed lifecycle of IT equipment, enhancing operational readiness.
- Administered Internal Private LTE network, overseeing provisioning and issuing of mobile devices/SIMs.
- Coordinated software and hardware deployments using Intune, streamlining installation processes.
- Part of network administrator team for both process and business networks, worked in Palo Alto firewall environment, worked on PCN/ICS switches
- Worked alongside server team in the Nutanix environment, created virtual machines for ICS usage
IT Desktop Support
Focus Services
06.2022 - 09.2025
- Used Manage Engine Service Desk tool for ticket management.
- Diagnosed end-user issues and performed general troubleshooting, 100% ticket completion for end users.
- Managed network installations/server maintenance/work from home software including VPN, ensuring seamless connectivity for over 300 agents.
- Worked with global IT team to maintain operational technology efficiency, applying critical updates, managing active directory, and group policy.
- Maintained PCI compliance with campaigns both in site and with systems.
Director of Sales
Focus Services
04.2021 - 06.2022
- Led a team of 160 sales agents and 12 supervisors, improving sales performance by 30% through effective training programs and best practices implementation.
- Reported sales metrics and progress to clients, enhancing transparency and trust in service delivery.
- Developed and maintained a strong sales strategy, resulting in increased client acquisition and retention rates.
- Audited calls and in house training sessions to ensure agents were well trained for hitting daily KPIs.
Retail Merchandiser
Acosta Inc.
11.2016 - 09.2019
- Organized store merchandise in compliance with planograms at 7 locations, boosting product visibility and sales effectiveness.
- Collaborated with store management to optimize product placement, leading to a 15% increase in sales.
- Lead sales of client items in local stores holding the number 1 selling location for multiple months.
- Executed visual merchandising strategies, contributing to a more appealing shopping environment.
Pipefitter
STI
05.2015 - 10.2016
- Utilized hand tools to fabricate and install piping systems, achieving client deadlines.
- Installed valves and supports in piping systems, complementing a 100% adherence rate to safety protocols.
- Maintained a clean and organized work environment, ensuring compliance with safety regulations.
Education
High School Diploma -
Buna High
Buna, TXSkills
- Data backup and recovery
- Technical support
- Active Directory management
- System administration
- Network connectivity
- Virtualization technologies
- Network and server management
Timeline
Desktop Support Engineer (Chevron Phillips)
Allied Digital Services
10.2025 - Current
IT Desktop Support
Focus Services
06.2022 - 09.2025
Director of Sales
Focus Services
04.2021 - 06.2022
Retail Merchandiser
Acosta Inc.
11.2016 - 09.2019
Pipefitter
STI
05.2015 - 10.2016
High School Diploma -
Buna High