Jacob R. Lancaster

**** ******** *****, **********, ***** 75007

Home: 972-***-**** Cell: 214-***-****

acqdsj@r.postjobfree.com

Qualifications:

PC Hardware and Peripherals

Hardware and Software Upgrades

Configuring Software

Customer Service Oriented

Software:

TCP/IP and Networking skills

Very Strong Work Ethic

Excellent Follow-Up

Software:

Windows XP, Vista, 7, 8 MS Server 2003, 2008, 2012 Internet Explorer

Chrome FireFox Active Directory IIS SQL Zendesk FileZilla

Com Service Word Excel Several VPN software Applications

Professional Experience:

HCL (Fedex) January 2015 to Present

Support Analyst

Responsible for attending the calls/Issues reported by the end user.

Troubleshooting to understand and streamline the issue to its core (i.e. Hardware, Software, Applications, Network, Voice, Security, Antivirus, Mailing services etc).

Coordination with the Network team for LAN port activation, IP Address configuration, handling IP conflict issues, share folder access, share folder Mapping, basic knowledge in Static IP activity (Port/ MAC bind)

Should have knowledge on installation of Desktop/Laptop with OS like Windows7, XP, also should be able to do the recovery of OS by taking care of user data.

Should have basic knowledge on Servers and able to install and troubleshoot the application.

Attend the call immediately once the call is logged in the Service Desk tool.

Close calls within SLA and timely remarks to be updated with justification and no repeat call.

Interact Intranet

Support Analyst August 2012 to December 2014

Answering all incoming calls to the Service Desk. Ensure full and comprehensive case information is logged and directed to the correct online resolution or logged with the required support team.

Assist in new implementations running SQL jobs, writing basic scripts, and restoring databases

Using online resources (Community / Interact University) to diagnose and resolve tickets with a single response where possible.

Learned all functionality of the Interact product, apply that knowledge to solve tickets, update KB articles and manage workload.

Manage all communications coming through the Support mailbox. Ensure prompt and informative replies to the customers.

Updating customers on the progress of support tickets, informing them of fixes and offering information on future software releases and expected fix dates.

Updates job knowledge by showing an aptitude to learn and develop new skills.

Amplifi Commerce April 2012 to July 2012

Desktop Engineer

Created, configured, and maintained user email accounts on Office 365 web portal

Added and maintained users in Active Directory

Created work station images containing over 20 applications

Maintained inventory levels for all company hardware

Helped trouble shoot work station errors, Level 1

Applied corporate images to company work stations

References

Kevin Schovan

Interact Intranet

214-***-****

Michael Jones

Frontline Resource Group

469-***-****

Jennifer Ervin

Dave & Buster’s Corporate Office

469-***-****

Contact this candidate