Jakobi Garner
Cincinnati,OH
Summary
Technology-inclined professional possessing strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience, while having the willingness to take on added responsibilities to meet company goals.
Overview
5
5
years of professional experience
Work History
Onsite Technician
Encore Technologies
08.2023 - Current
- Tested systems, noting issues and completing preventive maintenance
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones, as well as remote support without sacrificing job performance
- Complete project- and/or ticket-based work that is assigned daily
- Perform hardware lifecycle activities including imaging, deployment, maintenance, retrieval, repair, refresh, and disposal as appropriate
- Troubleshoot, diagnose and resolve technology issues including those related to application, I/O, hardware, and more
- Managed multiple projects simultaneously while adhering to strict deadlines, resulting in successful completion of tasks
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades
- Updated and maintained Azure security standards and best practices across Azure domain
- Enhanced network security by implementing intrusion detection systems and monitoring potential threats
- Collaborated with IT teams to develop comprehensive cybersecurity strategies, reducing risks from external attacks.
Service Desk Engineer
Divisions Maintenance Group
03.2023 - 08.2023
- Configured hardware, devices, and software to set up workstations for employees, while performing Performed troubleshooting and repair for complex equipment
- Visually inspected and tested machinery and equipment, performing routine preventive maintenance
- Responded to customer, employee, and provider inquiries
- Aiding over phone and in person; while managing over 50 customer calls per day, thus increasing customer retention by 85%
- Documented maintenance/troubleshooting activities and confirmed compliance with relevant regulations
- Enhanced desktop support staff's abilities to support and administer Citrix environment
- Maintained active directory to build user network profiles, reset passwords and unlock accounts
- Monitored security groups, active directory accounts, user profiles and company-issued devices, supporting technical troubleshooting and administering replacements as necessary.
Site Coordinator
Ricoh USA Inc
06.2022 - 03.2023
- Accountable for daily operations of solo-person site
- Responsible for performing contracted office services including but not limited to copy services, carrier services, manage print services, hospitality, imaging, and mail services
- Collects and provides data to assign leadership and customer
- May include completing monthly reports to customers with support from assigned leadership
- Responsible for reception services and handles formal contact with the customer daily
- Enhanced team productivity through effective scheduling, resource allocation, and progress tracking
- Oversaw successful project completions while consistently meeting or exceeding both internal and client expectations in terms of quality, scope, budget, and timeline parameters.
Printer Specialist
Ricoh USA Inc
03.2022 - 06.2022
- Responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area
- Accountable for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements
- Tasks may include a full range of servicing and repair including troubleshooting, diagnostics, installation, component replacement, device 'hot swap', removal, and retrofits on assigned equipment.
Merchandise Service Associate
Lowes Home Improvement
03.2019 - 08.2021
- Responsible for maintaining the front-end operations of the store by organizing the merchandise as well as maintaining a clean environment
- This involves following detailed project instructions to execute merchandising strategy in the stores, ensuring customers are presented with the products that reflect their demands and represent Lowe's strategic vendor partnerships
- Collaborated and worked individually assembling displays, processing damaged products utilizing a computer system, rotating and pricing stock
- Supervision Role includes: - Resolving project related issues or questions, checks third party work completion - Managing each division within Lowes by creating special projects for management.
Project Management Charter (Case Study)
Husky Air
01.2021 - 05.2021
- To make scheduling of pilots and planes for the charitable service more efficient therefore decreasing the time and effort delegated to the task of searching for available pilots
- Creating a more efficient system will also enable the company to maintain and keep track of information for medical facilities, passengers, and all Pilot Angel flight information; thus, lowering costs and time dedicated to scheduling pilots and their respective aircrafts
- Updated budgets and work plans for optimal planning and goal attainment
- Solicited client feedback on consultant performance and reviewed, implemented and executed changes to enhance project delivery
- Established parameters and managed schedule throughout project.
Education
Associate of Science - Computer and Information Sciences
Georgia State University
Atlanta, GA12.2021
Bachelor of Business Administration. B.B.A - Computer Information Systems Cyber Security, Science
Georgia State University
Atlanta, GA01.2021
Skills
- IT Project Management
- Multi-Unit Operations Management
- Budget ddministration
- Project Analysis
- Software Deployment Management
- Remote Desktop Services
- Troubleshooting Network Issues
- VM technical support
- Microsoft Azure support
- Software configuration
- Printer Support
- Server Administration
- SQL
- Technical Project Management
- Technical Support and Assistance
- Application support
- Hardware upgrades
- Hardware/equipment Installation
Accomplishments
- Used Microsoft Excel to develop project tracking spreadsheets to help increase team productivity.
- Increased quality assurance.
- Established employee feedback survey during Belcan PC refresh, increasing satisfaction rate from 81% to 93%.
- Developed process documents for imaging and PC software deployment resulting in higher KPIs (Key Performance Indicators)
- Received awards for outstanding new employee.
Timeline
Onsite Technician
Encore Technologies
08.2023 - Current
Service Desk Engineer
Divisions Maintenance Group
03.2023 - 08.2023
Site Coordinator
Ricoh USA Inc
06.2022 - 03.2023
Printer Specialist
Ricoh USA Inc
03.2022 - 06.2022
Project Management Charter (Case Study)
Husky Air
01.2021 - 05.2021
Merchandise Service Associate
Lowes Home Improvement
03.2019 - 08.2021
Associate of Science - Computer and Information Sciences
Georgia State University
Bachelor of Business Administration. B.B.A - Computer Information Systems Cyber Security, Science
Georgia State University