Jacob Horcasitas
Sacramento,CA
Summary
- Hello my name is Jacob! I absorb new information quickly and I am adaptable to learning new programs.
- Savvy expert experienced in troubleshooting computer hardware and software issues in customer focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures.
- Competent Help Desk Analyst with expertise in prioritizing multiple tasks while providing quality technical assistance. Well-rounded representative with an interest in consistently learning new skills.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CRM Support
Redtail Technology
08.2025 - Current
- Troubleshoot any issues that users call or chat on our help system, about 400 to 500
errors, Assets Under Management (AUM) issues, Simple Mail Transfer Protocol (SMTP)
settings, Setting up Admins/Email Admins, and Due Diligence Requests - Fix Account Feed issues by assisting users with identifying which accounts are affected
while communicating with data team - Report/Test Bugs & Errors that occur on the software like Broadcast email errors,
Functionality issues and replicating them in a test database then creating cases for
Development Teams - Investigate Email Issues with SMTP by identifying the host domain and confirm correct
server name and port number and determine if Secure Socket Layer (SSL) is required
• Communicate with Multiple Teams including Data Team, Email Team, Integrations Team,
Billing Team, and Sales Team - Perform Security Checks when discussing or updating any Personally Identifiable Information
(PII) information regarding billing or database owner information that is being requested to be
updated - Add Approved Users L1, L2, L3 under the database owner’s behalf
Cable Splicer
ResQ Systems
03.2019 - 01.2020
- Read blueprints and schematics to correctly place equipment.
- Inspected completed work to identify faults and check conformance with specifications.
Education
Associate of Science - Associate in Science, Cloud And Computer Security
Asher College
Sacramento, CA08.2026
Leroy Greene Academy
Sacramento, CA05.2018
Skills
- Customer Service
- Active Directory
- System Troubleshooting
- Hardware Configurations
- Network Configurations
- TCP/UDP Protocols
- Security Protocols
- Cloud Architecting
Certification
- CompTIA Certification A+
- CompTIA Certification Network +
- CompTIA Certification Security +
- CompTIA Certification Server +
- AWS Cloud Practitioner
- AWS Solutions Architect - Associate
Timeline
CRM Support
Redtail Technology
08.2025 - Current
Cable Splicer
ResQ Systems
03.2019 - 01.2020
Leroy Greene Academy
Associate of Science - Associate in Science, Cloud And Computer Security
Asher College
Student Leadership Team
- I have helped many new students and ongoing students that struggle with virtual labs and assist with questions on certifications
- At Asher College, I have participated in many events related to troubleshooting computer
problems, setting up and maintaining networks, and resolving software-related issues. - I have attended numerous school events where students bring their own laptops for repair, allowing me to
diagnose a wide range of devices with various issues.