Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Jarod Gerling

Columbia,MO

Summary

Hands-on IT support professional with years of experience at a regional ISP, providing technical support, network provisioning, and service coordination for residential and business clients. Skilled in troubleshooting across Windows and Linux systems, managing network configurations, and resolving VoIP and connectivity issues. Strong communicator with a detail-oriented approach, comfortable working directly with users, field technicians, and cross-functional teams. Currently seeking an IT support role, with opportunities to grow into systems or infrastructure-focused positions.

Overview

2
2
years of professional experience

Work History

Business Support Analyst

Socket Telecom
Columbia, MO
11.2024 - Current
  • Provide technical support to business clients, including troubleshooting internet, routing, and VoIP/SIP issues.
  • Configure and troubleshoot PBX systems, and assist with diagnosing call routing issues.
  • Collaborate with internal teams to resolve complex network problems.
  • Assist with router setup, static IP assignments, and VLAN configurations for business customers.
  • Handle escalated support tickets, and ensure timely, effective resolution with clear documentation.
  • Identify recurring issues, and assist in process improvements to reduce support load and downtime.

Service Provisioner

Socket Telecom
Columbia, MO
10.2023 - 10.2024
  • Provisioned and configured new services, including internet, voice, and static IPs, for residential and business customers.
  • Assigned IP addresses, configured VLANs, and updated network documentation systems.
  • Coordinated service activation with the field team, fiber design, and sales to ensure smooth and accurate service turn-ups.
  • Worked with the Network Operations Center to implement larger network changes and service migrations.
  • Verified service readiness and performed basic remote troubleshooting when needed.
  • Maintained accurate records of service changes and network resource allocations.

Residential Support Specialist

Socket Telecom
Columbia, MO
06.2023 - 09.2023
  • Provided phone-based technical support for residential internet, phone, and TV services.
  • Diagnosed and resolved connectivity issues involving ONTs, routers, and Wi-Fi networks.
  • Maintained detailed documentation, and followed up with customers to confirm issue resolution.
  • Promoted to Tier 2, taking ownership of more complex cases, and mentoring newer support staff
  • Worked closely with the field team to resolve install-day issues, and service turn-up problems.
  • Coordinated technician scheduling for service calls and installs to ensure timely resolution.

Education

Some College (No Degree) -

State Fair Community College
Sedalia, MO

Skills

  • Operating systems and CLI: Windows and Linux (Ubuntu), basic shell scripting, command-line troubleshooting
  • Networking: IP addressing, subnetting, DHCP, DNS, VLANs, static routes, and firewall configuration
  • Tools and platforms: MikroTik RouterOS, Docker, Git, virtualization, self-hosted service management
  • Support and provisioning: device provisioning, remote diagnostics, VoIP/SIP troubleshooting, PBX, and call routing
  • Infrastructure and services: network-attached storage (eg, Unraid), VPN configuration (eg, WireGuard), DNS, and reverse proxy setup (Cloudflare, Traefik, etc)
  • Project experience: managing a multi-node homelab, deploying containerized services, and setting up SSO and reverse proxy access for internal tools

References

References available upon request.

Timeline

Business Support Analyst

Socket Telecom
11.2024 - Current

Service Provisioner

Socket Telecom
10.2023 - 10.2024

Residential Support Specialist

Socket Telecom
06.2023 - 09.2023

Some College (No Degree) -

State Fair Community College

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