Jacob Rueden
Sussex,WI
Summary
Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivering great customer service.
Overview
7
7
years of professional experience
Work History
IT Systems Administrator
Gilman Precision
Grafton, WI
08.2025 - Current
- Administered Gilman Precision servers, user accounts, and workstation access.
- Monitored system backups, updates, and security patches across production environments.
- Maintained inventory for computers, phones, and network equipment.
- Documented procedures for Gilman Precision IT support and system changes.
- Implemented an IT environment that is CMMC Level 2 Compliant
- Managed MSP related to the ERP in regards to tickets, uptime, and issue resolution. Managed and removed MSP related to day to day IT issues.
- Ensured compliance with IT policies and regulatory requirements, conducting regular audits and assessments.
- Monitored system performance and implemented strategies for improvement.
- Assisted in developing disaster recovery plans in case of catastrophic events that disrupt operations.
- Upgraded and maintained network infrastructure
- Implemented security measures such as firewalls and user access controls.
IT Supporter
Caljan Inc
Menomonee Falls, WI
08.2023 - 07.2025
- Resolved customer inquiries in a timely manner while providing excellent customer service.
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Increased overall company performance through improved IT uptime and cost reductions.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Maintained positive working relationship with fellow staff and management.
- Managed and implemented systems to improve company efficiency, such as Teams phone system and regulated pc replacements.
Help Desk Technician Level II
Reinders
Sussex, WI
10.2021 - 08.2023
- Opened service tickets for employees having issues, documenting user issues and description of problems.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Created new accounts, reset passwords and configured access to servers and file management software for users using Active Directory.
- Researched issues on Microsoft and Apple computer systems and their databases to determine resolutions to problems and answer inquiries.
- Increased overall company performance through improved IT uptime and cost reductions.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Resolved routing, wireless and other network-related issues.
- Communicated technical information in easily understood terms to non-technical individuals.
- Installed wiring, cabling and devices to establish, repair and improve network operations.
Warehouse Associate
Reinders
Sussex, WI
05.2021 - 10.2021
- Used pallet jacks to move items to and from warehouse locations.
- Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
- Operated forklifts to fill or empty overhead spaces.
Warehouse Associate
Complete Office Of Wisconsin
Germantown, WI
09.2019 - 05.2021
- Used pallet jacks to move items to and from warehouse locations.
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
Education
Certificate of Completion -
MyComputerCareer.com / TechSkills
Indianapolis, IN09-2021
High School Diploma -
Sussex Hamilton High School
Sussex06.2016
Skills
- Customer Service
- Problem-Solving
- Verbal and Written Communication
- Troubleshooting and Diagnosis
- Program Support
- Equipment Repair
- Issue Resolution
Timeline
IT Systems Administrator
Gilman Precision
08.2025 - Current
IT Supporter
Caljan Inc
08.2023 - 07.2025
Help Desk Technician Level II
Reinders
10.2021 - 08.2023
Warehouse Associate
Reinders
05.2021 - 10.2021
Warehouse Associate
Complete Office Of Wisconsin
09.2019 - 05.2021
High School Diploma -
Sussex Hamilton High School
Certificate of Completion -
MyComputerCareer.com / TechSkills