JAKOB MORIN

• Ranked among the top-performing technicians on a 15-member support team, consistently maintaining one of the highest ticket closure rates while delivering high-quality resolutions and documentation.

• Provided Tier 2 support for Microsoft 365, Azure AD, Intune, Active Directory, Windows endpoints, and business-critical applications across multiple client environments.

• Diagnosed and resolved complex technical issues through structured root-cause analysis, minimizing repeat incidents and reducing client downtime.

• Managed the full lifecycle of user onboarding and offboarding, including account provisioning, device deployment, security configuration, licensing, and access management.

• Earned consistent positive client feedback by providing responsive communication, setting clear expectations, and maintaining ownership of issues through resolution.

• Served as a technical resource and mentor for team members, sharing knowledge, assisting with escalations, and helping train new technicians.

• Maintained strict adherence to security and compliance standards, including identity verification, privileged access management, and secure handling of sensitive client data.

• Promoted from Helpdesk Technician to Systems Engineer/Onsite Technician within 8 months in recognition of technical performance, customer satisfaction, and ability to independently manage client environments.

• Served as the primary onsite technical resource for approximately 20 managed-service clients, delivering infrastructure support, project implementation, workstation deployments, troubleshooting, and technology consulting.

• Built trusted relationships with client administrators and executive stakeholders, acting as a key advisor for technical planning, operational challenges, and strategic IT initiatives.

• Collaborated with engineering teams to scope projects, develop implementation plans, prepare proposals, and present technical recommendations to client leadership.

• Resolved complex escalations involving Microsoft 365, Active Directory, servers, networking, endpoint management, and business-critical applications across multiple client environments.

• Identified and implemented process improvements that increased operational efficiency, improved service delivery, and reduced recurring support issues for both clients and internal teams.

• Supported district-wide standardized testing initiatives by deploying and validating secure testing environments, ensuring reliable access and minimizing disruptions during Florida Standards Assessment (FSA) testing.

• Administered Active Directory, Group Policy, DNS, and DHCP to provision user access, troubleshoot connectivity issues, and maintain compliance with organizational security standards.

• Assisted in the deployment and configuration of a cybersecurity lab, including workstation setup, software installation, network configuration, and user access management.

• Developed and implemented inventory tracking procedures for IT assets, improving accountability, reducing device loss, and increasing inventory accuracy.

• Provided technical support to faculty, staff, and students by diagnosing and resolving hardware, software, peripheral, and network-related issues.

• Collaborated with school and district IT personnel on infrastructure, security, and end-user support initiatives, gaining hands-on experience across enterprise IT operations.