Jacob Myers
Technical Support
Rockford,IL
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
15
15
years of professional experience
Work History
Technical Support Specialist
Crusader Community Health
Rockford, IL
11.2017 - 03.2023
- Active Directory administration and maintenance
- Create and update documentation
- Configure and manage Cisco ASA Firewall (Firepower)
- Manage, configure, modify Virtual Machines (VMWare)
- Review firewall logs for intrusion events and resolve as needed
- Manage Layer 2 switching across sites
- Resolve help-desk tickets in a timely manner
- Manage email gateway (spam filter)
- Remediate vulnerabilities found via Penetration Test
- Server Support
- Helpdesk support including replacing machines and upgrading to Windows 11
- Setup and configuration of Ultrasound Equipment\
- Management of Badge Access System
IT Network Analyst
Pentair, INC
Delavan, WI
05.2010 - 11.2016
- Supported the install, imaging and setup of client machines
- Manage, configure, maintain VMWare environment
- Assisted and lead in server procurement, build and provisioning
- Asset and licensing management
- Ensured all necessary documentation is updated with current policies and versions
- Completed assigned tasks on time while working on GBU projects as a contributing member
- Completed over 2,700 help desk tickets in 2015
- Support and implementation of Cisco switches including Cisco 802.1X ISE
- Tested and implemented Suse Linux Enterprise Server
- Piloted McAfee Endpoint Encryption
- Participated on a team working on implementation of IPS/IDS technology
- Management of Port CNC DNC network and server
- Manage Licensing/Server for Spreadsheet Server Software
- Simpana Commvault backup software configuration and management
- HP Data Protector backup software management
- Testing and research of Hyperconverged Infrastructure solution Nutanix and accompanying hypervisor Acropolis
- Worked on Rapid Prototyping team utilizing Raspberry Pi and Arduino devices including designing, testing and programming
- Remediation of vulnerabilities discovered through McAfee network scans
- Troubleshooting of remote networks
- Support of Apple iPhone, iPad devices, Apple MacBook, Mac Mini and Mac Pro devices
- IS Help Desk I
Rockford Park
Rockford, IL
05.2008 - 05.2010
- New computer imaging, setup and deployment
- Printer and copier support
- Point-of-Sale system support
- Setup and configuration of new cell phones
- Printer and copier support
Education
Bachelor's degree - IT Management
Rasmussen College
Skills
VMWareDNSActive DirectoryLANMicrosoft Windows ServerComputer NetworkingNetwork FirewallsNetwork AdministrationTCP/IPOperating SystemsNetwork MonitoringSystem AdministrationDHCPNetwork SupportPowerShellDisaster RecoveryIDSWindowsEncryptionSoftware troubleshootingCertifications and LicensesCompTIA Security (2017)CompTIA Network (2015)Additional InformationExperience working Microsoft Windows XP, Vista, 7, 8 and 10Classes and training on Microsoft Windows Server 2012Preformed Cisco IOS upgradesStrong knowledge of Cisco CCNA level topicsDeep knowledge of Microsoft Windows Server File and Print servicesKnowledge of VMWare vSphere and familiarity with hypervisor conceptsProfound knowledge of the theory and operation of computing conceptsSolid ability to evaluate and troubleshoot and perform repair of a vast number of systems and networksStrong ability to perform scheduled and unscheduled maintenance tasks on server and networkInfrastructureSolid ability to work as an individual and within the construct of a teamIn-depth ability to communicate effectivelyStrong ability to read and interpret documents such as procedures and standardsSound ability to draft routine reports, ticket documentation and correspondenceStrong ability to organize and plan work, adhering to deadlines, with attention to detailImmense ability to solve practical problems and deal with a variety of concrete variables in situationsWhere only limited standardization existsIn-depth ability to interpret and follow a variety of instructions furnished in written, oral, diagram, orSchedule form
Desktop Component Repair
System Provisioning
Local Area Network (LAN) Engineering
Remote IT Implementation
Mac systems
Technical issues analysis
Data recovery
Desktop support
Application support
Technical documents comprehension
Microsoft Outlook
Network diagnostics
Ticket support system management
Account management
Windows 10
PC component diagnostics
Technical Support
Issue troubleshooting
Customer service expert
Timeline
Technical Support Specialist
Crusader Community Health
11.2017 - 03.2023
IT Network Analyst
Pentair, INC
05.2010 - 11.2016
Rockford Park
05.2008 - 05.2010
Bachelor's degree - IT Management
Rasmussen College