Summary
Work History
Education
Skills
Websites
Timeline
SoftwareEngineer
Jacob Reynolds

Jacob Reynolds

Charlotte,NC

Summary

Resourceful IT professional that consistently responds to a wide range of technical challenges with a focused and creative approach.


Highly effective at problem solving and decision making.


Over 9 Years of experience managing systems and networks of varying equipment types.


Disk imaging and operating system installation.

System administration tasks.


Proficient with Linux and Windows systems.


Programming Languages:


  • Python
  • C++
  • Linux shell scripting
  • Windows PowerShell and Batch file scripting


I hold many relevant certifications and certificates of completion in various areas of computer expertise and support.


My background is in Computer Engineering.


Familiar with majority of enterprise networking equipment and configuration.

Work History

Technical Specialist

Spectrum Enterprise
08.2022 - Current
  • Completed troubleshooting and diagnostics on company resources
  • Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Suggested software and hardware modifications to reduce lag time and improve overall speed
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Recorded and maintained relevant notes for each client and work order
  • Assisted with updating technical support best practices for use by team
  • Monitored systems in operation and quickly troubleshot errors
  • Used ticketing systems to manage and process support actions and requests
  • Explained security measures in simple terminology to help users understand malware and phishing threats

Technical Support Representative

Spectrum Business
04.2021 - 08.2022
  • Assisted with updating technical support best practices for use by team
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Installed, configured and maintained computer systems and network connections
  • Promoted efficiency among departments with prompt resolution of system issues
  • Monitored systems in operation and quickly troubleshot errors
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Created user accounts and assigned permissions
  • Diagnosed and troubleshot hardware, software and network issues
  • Patched software and installed new versions to eliminate security problems and protect data
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues
  • Generated reports to track performance and analyze trends
  • Researched and identified solutions to technical problems
  • Documented support interactions for future reference

Computer Engineer

Tinkerhound Computer Services
04.2019 - 03.2021
  • Took initiative to improve system and configuration support for internal and external customers
  • Built shared in-house code library for team use on multiple projects on different platforms
  • Modified system configurations for production, staged, and test applications
  • Planned system testing and debugging cycles
  • Imaged hard drives for use in standardized system deployments running various operating systems
  • Authored system requirements, technical specifications and test plans
  • Inspected third-party equipment installations to verify correct and consistent operations performance
  • Identified potential code defects using static and dynamic analysis tools
  • Deployed permanent and non-permanent changes to system parameters and hardware configurations
  • Established network specifications and analyzed workflow, access, information and security requirements
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution
  • Completed reports detailing network and systems performance and downtime issues
  • Implemented corrective plans of action for network availability and latency
  • Integrated and updated software products to boost system compatibility
  • Adopted cost-effective, useful solutions to implement into current systems
  • Created nightly jobs for database backups
  • Monitored temperature and power draw to immediately detect faults and failures
  • Oversaw file system and storage upgrades while safeguarding data integrity and redundancy
  • Performed software installations and upgrades to UNIX or Windows operating systems
  • Provisioned new software and hardware for use, following established security policies
  • Served as subject matter expert on proposed technology purchases
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability

Customer Service Representative

TeleTech
03.2018 - 01.2019
  • Promoted available products and services to customers during service, account management, and order calls
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Participated in team meetings and training sessions to stay informed about product updates and changes
  • Updated account information to maintain customer records
  • Handled customer inquiries and suggestions courteously and professionally
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
  • Responded proactively and positively to rapid change

Network Engineer

Hamilton LLC
04.2016 - 10.2018
  • Provided network support services for devices such as hubs, bridges, routers, and other hardware
  • Configured and troubleshot VoIP and multi-media distributed systems and platforms
  • Integrated fixed wireless connectivity into facilities requiring high-speed networks
  • Monitored network capacity and performance to diagnose and resolve complex network problems
  • Established robust infrastructure and data capacity for new applications
  • Performed troubleshooting for Juniper, Cisco, and packet analysis
  • Assisted with implementation and support of network monitoring tools
  • Provided complete end-to-end engineering and installation of route-based IP network solutions
  • Provided detailed network diagrams and procedural guidelines

Education

Associate of Applied Science - Computer Engineering

Central Piedmont Community College
Charlotte, NC
2021

Skills

  • Computer Operating Systems
  • Technical Support and Assistance
  • Troubleshooting Network Issues
  • Security Expertise
  • Hardware and Software Configuration
  • Security Certification
  • UNIX Shell Scripting
  • Issue and Resolution Tracking
  • Analytical and Methodical
  • Windows Servers
  • Cisco Systems
  • Computer Engineering

Websites

Timeline

Technical Specialist

Spectrum Enterprise
08.2022 - Current

Technical Support Representative

Spectrum Business
04.2021 - 08.2022

Computer Engineer

Tinkerhound Computer Services
04.2019 - 03.2021

Customer Service Representative

TeleTech
03.2018 - 01.2019

Network Engineer

Hamilton LLC
04.2016 - 10.2018

Associate of Applied Science - Computer Engineering

Central Piedmont Community College

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Jacob Reynolds