Jacob Wassmer
Lenexa,KS
Summary
Dynamic Enterprise Service Desk Analyst at Marathon TS with expertise in technical support and information security. Successfully resolved user issues, enhancing system performance and maintaining operational integrity. Skilled in software patching and escalation management, ensuring high service levels and customer satisfaction. Proven ability to educate users on product usage and manage assets effectively.
Savvy expert experienced in troubleshooting computer hardware/software and Networking issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Enterprise Service Desk Analyst
Marathon TS
11.2023 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Managed and maintained Active Directory accounts, including user provisioning, deactivation, and modifications.
- Entered service tickets into ticketing systems to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to local regions.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
- Performed password resets, account unlocks, expiration extensions, logical moves, and attribute updates.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Conducted training for new hires, ensuring smooth onboarding and knowledge transfer.
- Consistently ranked in the top 10 analysts for maintaining high ticket resolution efficiency and strong performance metrics.
Education
Certified Security Practitioner - Cyber Security
Evolve Security Academy
Chicago, IL04-2022
High School Diploma -
St. James Academy
Lenexa, KS05-2017
Skills
- Active Directory & Account Maintenance
- Technical Support
- Product Usage Education
- Information Security
- Remote Support
- Asset Management
- System Administration
- Communication & Documentation
- Ticketing Systems
- Service Level Agreements (SLA)
- Networking
- NIPR & SIPR Experience
- Troubleshooting
- Customer Service
Certification
• CompTIA Security+
• CompTIA CySA+
• CompTIA CSAP
• DoD Secret Clearence
• ESCP (Evolve Security Certified Practitioner)
Timeline
Enterprise Service Desk Analyst
Marathon TS
11.2023 - Current
Certified Security Practitioner - Cyber Security
Evolve Security Academy
High School Diploma -
St. James Academy