Jacob Henley
Eustis,FL
Summary
Dynamic IT specialist committed to optimizing systems performance for reduced operational costs and streamlined workflows. Performs timely software installations and tests alongside routine troubleshooting to facilitate system transitions and minimize downtime. Simplifies complex topics and processes to make technical interactions less intimidating for average users.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Workstation Level 1
Florida Department Of Transportation
11.2022 - Current
- Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Imaged and prepared new computers for integration into company networks and systems.
- Recovered critical information from data back ups to restore functionality.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
- Researched and identified solutions to technical problems.
Technical Support Specialist
Itsworthmore.com
08.2022 - Current
- Diagnostic Protocol Implementation
- Troubleshooting and Diagnostics on hardware(laptop,desktop)
- Assess condition of devices and give value based on estimation
- Troubleshoot software related issues with OS(windows, linux, and MAC OS)
Head Lifeguard
Deland Ymca
04.2022 - Current
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Observed recreational users to detect safety concerns and prevent ongoing violations.
- Scrutinized pool deck area to prevent possible injuries or fatalities, minimizing emergent situations.
- Detailed safety rules and procedures regarding activities to customers and guests.
- Taught basics,intermediate and advanced techniques for swimming,all ages
- Helped rehabilitate customers who have water trauma and physical injuries during private swim sessions
Support Analyst
Tech Army/DOT
11.2022 - 02.2023
- Maintained office PCs, networks and mobile devices.
- Monitored systems in operation and quickly troubleshot errors.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
Technician Specialist 2
NRTC - National Rural Telecommunications Cooperative
12.2021 - 04.2022
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Used ticketing systems to manage and process support actions and requests.
- Provided support for networking protocols and characteristics.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and hardwired devices.
Technician Specialist 1
Teksystems/nrtc
08.2021 - 12.2021
- Managed high levels of call flow and responded to IT technical support needs.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and TV related services.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Military Police Officer
Security Forces
07.2015 - 10.2020
- Enforced Military laws and regulation.
- Monitored and authorized access to restricted areas.
- Maintained safety by quickly responding to alarms and investigating disturbances -Provided friendly and professional assistance to employees, visitors and customers.
- Monitored alarms and cameras in my assigned sectors in advanced alarm monitoring system.
- Mitigated risk, providing immediate emergency response security.
Swim Instructor
11.2014 - 06.2015
- Managed various age groups from ages 6 years old to 12 - Trained and guided swimming assistants on proper teaching techniques - Trained in-pool safety instructions and provided special attention to those who experienced difficulty learning.
- Developed personal relationships with customers.
- Helped advertise the company at local events by dressing up as mascot and interacting with the community.
Web Support Analyst
PCM Sarcom
11.2013 - 02.2014
- Web Support AnalystProvide application access to CWC/CWCI portals.
- Trouble shoots Web page issues via email or Phone call.
- Conducted unit testing to deliver optimal browser functionality.
- Delivered user support to clients to train, educate and answer questions.
Front Desk Receptionist
Hamilton Miami University
08.2013 - 11.2013
- Trouble shoots and solves network and hardware problems.
- Politel
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education
Associates - Criminal justice
Community College Of The Air Force
Montgomery, ALBachelor of Science - Psychology
University Of Cincinnati
Cincinnati, OHSome College (No Degree) - Information Technology
Google
Bachelor of Science - Cyber Security
EC Council
Albuquerque, NM08.2024
Skills
- Help Desk Support
- Training Junior Team Members
- Hardware and Software Installation
- Component Replacements
- Technical Support
- Installation and Repair
- Computer Imaging
- Virus Detection Software
- Technical Writing and Documentation
- Computer Troubleshooting
- Technical Analysis
- Computer Networking
Certification
- Information Technology Specialist, Google - 01/31/2021-05/31/2021
Affiliations
-Active member of the knights of colombus
Timeline
Workstation Level 1
Florida Department Of Transportation
11.2022 - Current
Support Analyst
Tech Army/DOT
11.2022 - 02.2023
Technical Support Specialist
Itsworthmore.com
08.2022 - Current
Head Lifeguard
Deland Ymca
04.2022 - Current
Technician Specialist 2
NRTC - National Rural Telecommunications Cooperative
12.2021 - 04.2022
Technician Specialist 1
Teksystems/nrtc
08.2021 - 12.2021
Military Police Officer
Security Forces
07.2015 - 10.2020
Swim Instructor
11.2014 - 06.2015
Web Support Analyst
PCM Sarcom
11.2013 - 02.2014
Front Desk Receptionist
Hamilton Miami University
08.2013 - 11.2013
Associates - Criminal justice
Community College Of The Air Force
Bachelor of Science - Psychology
University Of Cincinnati
Some College (No Degree) - Information Technology
Google
Bachelor of Science - Cyber Security
EC Council