Jacob Nelson
Cleburne,TX
Summary
A skilled technician with a broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of end-user objectives. Additionally, I am also a skilled Technologist with experience configuring computers, servers, and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters, and file sharing. Devoted troubleshooter with a deep understanding of system architecture and diagnostics.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Help Desk Specialist
DR Horton
Arlington, TX
03.2022 - Current
- Responded to inquiries by phone, email and walk-up requests.
- Walked user through series of steps to determine problem and implement likely solution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Assisted users with a wide range of issues, working problems to resolution to achieve customer satisfaction.
- Provided support for network infrastructure and baseline configurations.
ADPE/Service Desk Administrator
Vectrus
Colorado Springs, Colorado
02.2020 - 02.2021
- Responded to user operational issues with desktop computers and laptops to enable problem resolution.
- Engaged in user support interactions via telephone, chat, and email platforms.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Established secure baselines for systems before deployment to minimize threat vectors.
- Regularly completed imaging process of 6-8 systems per shift.
Sales Associate
McCoy's Building Supply
Cleburne, TX
10.2018 - 02.2020
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Engaged with customers to effectively build rapport and lasting relationships.
IT Assistant
Blend Supply
Fort Worth, Texas (TX)
04.2016 - 08.2018
- Configured hardware, devices, and software to set up workstations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Maintained servers and systems to keep networks fully operational and available.
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT12.2023
Certification Program - Computer Science
My Computer Career
Arlington, TX05.2019
Skills
- Documentation Development
- Account Management
- Issue and Resolution Tracking
- Power Shell - 2 years
- C# - 6 months
- Microsoft Azure - 1 year
- Active Directory - 25 years
- Vulnerability Remediation - 1 year
- Windows OS - 6 years
- SCCM - 1 year
Additional Information
References available upon request.
Certification
CompTIA A+ ce Certification (expires Jan 2025)
CompTIA Security+ ce (expires September 2023)
CompTIA Server+
Timeline
Help Desk Specialist
DR Horton
03.2022 - Current
ADPE/Service Desk Administrator
Vectrus
02.2020 - 02.2021
Sales Associate
McCoy's Building Supply
10.2018 - 02.2020
IT Assistant
Blend Supply
04.2016 - 08.2018
Bachelor of Science - Information Technology
Western Governors University
Certification Program - Computer Science
My Computer Career
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