S. Jacob McDonald
Clarksville,TN
Summary
Experienced, adaptable IT professional with 12+ years of team building and management experience on local, regional, and global levels. Skilled in troubleshooting and resolving problems in high-pressure, deadline-driven environments. Proficient in various testing suites, methodologies, and monitoring tools. Holds a prior DoD Top Secret Clearance. Excellent oral, written, and interpersonal communication skills. Proven ability to assess issues and develop innovative solutions. Strong knowledge in developing and implementing processes, procedures, and automation to meet business requirements and address end-user needs.
Overview
16
16
years of professional experience
Work History
IT & Low Voltage Technician
Forefront Solutions
09.2023 - Current
- Assist and manage a multitude of technology systems as well as service fire, intrusion, and CCTV systems for a plethora of customers across the middle Tennessee and western Kentucky geographical regions
- Maintain client relationships while keeping a business centric focus streamlining service and repairs.
Customer Care Tech II
Jennie Stuart Medical Center
07.2022 - 08.2023
- Address customer requests for installation, configuration, test, maintenance of hardware and software components
- Analyze and troubleshoot customer hardware and software problems
- Perform root cause analysis of equipment problems and provide effective diagnosis
- Respond to customer requests via phone and e-mail in a timely and accurate manner
- Provide job trainings to new hires and less experienced staffs when needed
- Maintain documentations of customer issues and their resolutions
- Provide support to customers in system upgrades, installing workstations and other office tools
- Escalate complex issues to appropriate teams for resolutions.
Security Operations Analyst
Asurion LLC
01.2019 - 01.2021
- Track, document, & report critical and non-critical local, national, and global events to executive leadership
- Manage ticket response within ServiceNow ticketing system and provide feedback for better workflow
- Ensure confidentiality and availability of the infrastructures, systems, and applications
- Conduct appropriate changes in the security control applications for each environment
- Analyze data concerning security operations and evaluated and recommended changes to program policies
- Review IT policies, security documents, implementation manuals, guidelines, and procedure documents to determine compliance and management controls
- Ensure that platform administration and access controls have proper security settings in accordance with contractual agreement.
Repair Technician
Whiz Kid Computer Services
01.2018 - 01.2018
- Performed audits, and tests on computer systems, hardware, and software
- Communicated with customers on computer systems life cycle expectancy
- Provided customers with computer repair services that were affordable, reliable, and included warranties, creating loyal customers with an increase in return rate
- Maintained detailed documentation of each service request via an online tracking system
- Delivered consistent, reliable, and efficient support services to high-profile customers and high-impact areas
- Coordinated tier two and tier three repairs with Technology Support Services
- Created, installed, and maintained computer images, operating systems and instructional software and applications
- Oversaw the daily maintenance performance of computer systems Troubleshot computer systems and cabling issues and resolved problems accurately and efficiently.
Senior Watch Officer
U.S. Army (Network Enterprise Technology)
01.2016 - 01.2018
- Researched, analyzed, and responded to all incoming technical issues to determine best approach to resolution
- Evaluated security structure and contents to determine the adequacy of security design and proposed/implemented changes
- Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Supervised the operations of the Information Systems Security Officer (ISSO)
- Reviewed and implemented current established network protocols and plans to ensure compliance with security policies
- Modified existing application packages, using application and operating system software, and appropriate computer language commands and files.
Communications Manager
U.S. Army (17th Combat Sustainment Support)
01.2014 - 01.2016
- Provided network and radio communications plan for peacetime and hostile environment to senior leaders and commander
- Maintained all Information Assurance training records for assigned employees
- Gained a unique spectrum of knowledge capabilities and training, from different communications and duties.
Deskside Support Manager
U.S. Army (101st Combat Aviation)
01.2009 - 01.2014
- Managed Remedy ticketing system queue for an entire unit
- Improved quality customer service by implementing reports for management that identified quality of problem resolution
- Managed 4-5 technician desktop team including technical and skill evaluations
- Performed daily hands-on and remote troubleshooting and repair, including password resets to quickly resolve software issues locally and nationwide
- Prepared and maintained daily trouble report status reports to management team utilizing reporting software
- Provided on-demand desk side troubleshooting and resolution
- Assessed, communicated, and ensured prioritized mitigation of risk to the service and the business
- Ensured all service-level agreements were met and objectives were achieved by tracking problems/incidents.
Education
Critical Decision Making Processes
U.S. Army Battle Staff Course
Fort Huachuca, AZ03-2017
U.S. Army Advance Leader Course
Fort Campbell North12-2012
U.S. Army Basic Leaders Course
Fort Campbell North, KY04-2006
High School Diploma -
Morton Memorial High School
Knightstown, IN05-2001
Skills
- System Engineering
- Office 365
- SharePoint
- QA Testing & Methodologies
- Windows 10
- Teambuilding
- Information Security
- Leadership and Development
- ServiceNow
- Remedy
- Physical Security
- Incident Management
- Customer Service
- Compliance
- Network Security
- IT Security
- Firewalls
- Vulnerability Assessment
- LINUX
- LAN
- WAN
- Hardware
- Information Technology
- Security system installation
- Fire alarm systems
- Security and fire alarm maintenance
- Home automation configuration
Timeline
IT & Low Voltage Technician
Forefront Solutions
09.2023 - Current
Customer Care Tech II
Jennie Stuart Medical Center
07.2022 - 08.2023
Security Operations Analyst
Asurion LLC
01.2019 - 01.2021
Repair Technician
Whiz Kid Computer Services
01.2018 - 01.2018
Senior Watch Officer
U.S. Army (Network Enterprise Technology)
01.2016 - 01.2018
Communications Manager
U.S. Army (17th Combat Sustainment Support)
01.2014 - 01.2016
Deskside Support Manager
U.S. Army (101st Combat Aviation)
01.2009 - 01.2014
Critical Decision Making Processes
U.S. Army Battle Staff Course
U.S. Army Advance Leader Course
U.S. Army Basic Leaders Course
High School Diploma -
Morton Memorial High School
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