Jacob Muse
Saint Charles,United States
Summary
Dynamic IT professional with extensive experience at SCOTT COUNTY TELEPHONE COOPERATIVE INC, excelling in system administration and network security. Proven track record in enhancing operational efficiency and customer satisfaction through innovative solutions and effective communication. Skilled in Linux and incident response, driving impactful results in fast-paced environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Website Administrator
SCOTT COUNTY TELEPHONE COOPERATIVE INC
Gate City
01.2024 - Current
- Implemented SEO best practices, improving site visibility and driving organic traffic.
- Monitored website performance with analytics tools, identifying enhancement opportunities to optimize user experience.
- Managed website content updates, ensuring information accuracy and relevance to meet user needs.
- Integrated back-end systems and APIs, enabling efficient customer portals and streamlined service tools.
Microsoft System Administrator and IT Administrator
SCOTT COUNTY TELEPHONE COOPERATIVE INC
Gate City
12.2023 - Current
- Administered Microsoft 365, Active Directory, Windows Server, and Linux systems to streamline internal operations and optimize network performance.
- Oversaw system upgrades to ensure network reliability and security, contributing to uninterrupted service.
- Implemented system monitoring, logging, and alerting of systems by multiple means (SIEM, SNMP, syslog, centralized log aggregation).
- Deployed and maintained Linux server infrastructure hosting Docker services and other internal web applications.
- Provided technical support, resolving hardware and software issues to reduce downtime and improve user satisfaction.
Network Operations Center Technician
SCOTT COUNTY TELEPHONE COOPERATIVE INC
Gate City
06.2023 - Current
- Monitored and maintained uptime across fiber network (GPON, active ethernet), NIDs, ONTs, ensuring high reliability for fiber ISP network.
- Troubleshot Layer 2 - 7 network issues involving VLANs, DHCP, DNS, SNMP, and BGP pathing, restoring connectivity and optimizing performance.
- Investigated and mitigated DDoS events, UDP floods, NAT exhaustion, and suspicious traffic, protecting public ASN addressing space from disruptions.
- Developed and enhanced scripts to automate network interactions and outage detection, streamlining diagnostics for suspicious traffic.
Interim Team Lead
SYKES/FOUNDEVER
Wise
11.2021 - 06.2023
- Led performance assessments to identify skill gaps and support achievement of KPIs
- Engineered training programs to improve employee competency and address identified needs
- Oversaw Line of Business operations, maintaining high service standards
- Resolved complex customer issues, ensuring positive outcomes
Trainer
SYKES/FOUNDEVER
Wise
07.2021 - 11.2021
- Developed learning strategies tailored to diverse employee preferences, enhancing engagement and retention
- Assessed training effectiveness and implemented improvements, fostering employee growth
- Collaborated with industry professionals to update training materials, ensuring relevance and applicability
Customer Service Representative
SYKES/FOUNDEVER
Wise
02.2021 - 07.2021
- Delivered tech support, enhancing customer satisfaction through effective problem resolution
- Utilized CRM system to maintain detailed records of customer interactions, improving follow-up efficiency
- Identified patterns in customer inquiries, enabling timely escalation and resolution of recurring issues
- Assisted in developing user manuals to enhance customer self-sufficiency
Customer Loyalty Representative
Advanced Call Center Technologies, LLC
11.2020 - 02.2021
- Delivered high-quality customer service that effectively resolved customer needs and enhanced satisfaction
- Built strong rapport with customers through active listening, fostering trust and loyalty
- Handled customer inquiries to resolve account cancellation issues, contributing to retention efforts
- Analyzed cancellation trends, preventing future cancellations
Escalation Manager
TTEC
08.2020 - 11.2020
- Handled customer escalations, improving client satisfaction
- Analyzed and resolved complex issues, restoring service continuity
- Developed preventive measures, eliminating recurring issues
Customer Service Representative
TTEC
05.2020 - 08.2020
- Enhanced support for prepaid card users, streamlined issue resolution process to improve user satisfaction
- Addressed sensitive customer concerns, strengthened customer trust through effective communication
- Oversaw account management procedures, facilitated smooth user interactions to enhance overall experience
High Value Account Manager
SYKES/FOUNDEVER
Wise
02.2019 - 05.2020
- Managed high-value accounts portfolio, ensuring seamless customer experience
- Facilitated product adoption by analyzing customer usage patterns and identifying expansion opportunities to drive account growth
- Conducted satisfaction assessments through business reviews and feedback collection, strengthening customer relationships
Shift Lead
Boddie-Noell Ent.
Duffield
06.2018 - 02.2019
- Supervised daily operations, ensuring adherence to protocols and standards for optimal service delivery
- Conducted inspections for food safety and sanitation compliance, promoting a safe dining environment
- Managed cash transactions and reconciliations, maintaining financial accuracy and accountability
Fast Food Cook
Boddie-Noell Ent.
Pennington Gap
07.2016 - 06.2018
- Upheld cleanliness and organization in the workspace, complying with safety regulations.
- Processed high-volume tasks to support team operations and maintain efficiency.
- Safeguarded business data through security measures, ensuring continuity of operations.
Education
Bachelor of Science - BS - Cybersecurity and Information Assurance
Western Governors University
Salt Lake Cit02.2026
Associate of Science - AS - Information Technology
Herzing University
Madison08.2022
Skills
- System administration
- Linux
- Information Security
- Network Security
- Network Security Monitoring
- Incident Response
- Incident Response and Recovery
- Information Security Management
- System management
- Threat intelligence
Certification
• CompTIA A+, CompTIA
• CompTIA Network+, CompTIA
• CompTIA Security+, CompTIA
• ITIL v4 Foundation, AXELOS Global Best Practice
• CompTIA Network+, CompTIA
• CompTIA Security+, CompTIA
• ITIL v4 Foundation, AXELOS Global Best Practice
Timeline
Website Administrator
SCOTT COUNTY TELEPHONE COOPERATIVE INC
01.2024 - Current
Microsoft System Administrator and IT Administrator
SCOTT COUNTY TELEPHONE COOPERATIVE INC
12.2023 - Current
Network Operations Center Technician
SCOTT COUNTY TELEPHONE COOPERATIVE INC
06.2023 - Current
Interim Team Lead
SYKES/FOUNDEVER
11.2021 - 06.2023
Trainer
SYKES/FOUNDEVER
07.2021 - 11.2021
Customer Service Representative
SYKES/FOUNDEVER
02.2021 - 07.2021
Customer Loyalty Representative
Advanced Call Center Technologies, LLC
11.2020 - 02.2021
Escalation Manager
TTEC
08.2020 - 11.2020
Customer Service Representative
TTEC
05.2020 - 08.2020
High Value Account Manager
SYKES/FOUNDEVER
02.2019 - 05.2020
Shift Lead
Boddie-Noell Ent.
06.2018 - 02.2019
Fast Food Cook
Boddie-Noell Ent.
07.2016 - 06.2018
Bachelor of Science - BS - Cybersecurity and Information Assurance
Western Governors University
Associate of Science - AS - Information Technology
Herzing University