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Help Desk Analyst, Technical Support Analyst, LAN Technician

Philadelphia, Pennsylvania, United States
May 30, 2017

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Jacob Richard Yorgey

*** ********** **** *** ***

Huntingdon Valley PA, 19006 LinkedIn:



Looking for a position where I can further utilize my education and training in Information



Graduate of Plymouth Whitemarsh High School, Plymouth Meeting PA, June of 2003.

Graduate of Center For Technical Studies, Norristown,PA, June of 2003

Work Experience:

DMW Direct Service Desk Coordinator from November 2016 to May 2017

In my role as a Service Desk Coordinator I addressed tickets that users submitted with their

issues, questions and concerns via phone, remote support and desk side support. During and after

resolving issues, I would document with text and screenshots of what the user was doing that

caused the issue and then confirm the resolution.

I received some experience with Active Directory in a business environment to better understand

limitations of objects and how it impacts users and their workstations.

I worked on a variety of projects, such as but not limited to; documentation of policies for

auditing purposes, documentation of policies for users as a guide, building procedures, auditing

process, and created presentations of new applications being implemented in our environment.

Researched materials for when purchases needed to be made as instructed by supervisor.

Berkshire Hathaway from July 2016 to October 2016

I assisted clients over the phone and in person for contact synchronization,

network configuration, website management, synchronization of housing listings between

websites, configuring network printers.

I addressed password resets, account creations and unlocking accounts on Active Directory.

The Vanguard Group LAN Administrator from April 2013 to April 2016

I assisted on the Windows 7 migration. Worked with Active Directory briefly, understanding the

security procedures with our Business AccessManagement group and how that affects their

access. Hotsite tests and setting these up and making sure everything was properly working.

I worked with multiple buildings and learning what is required to make their user fully functional.

I was able to troubleshoot issues quickly and effectively to determine whether it was something

our department could assist with.

Intertek Testing Services Mobile Application Tester January 2013- March 2013

Tested, documented and reported on efficiency, defects, violations of

applications for Windows and Blackberry mobile devices.

The documentation would need to be specific and easy to understand for end

users so they can make the necessary adjustments prior to resubmitting.

Comcast Business Class Technical Support Agent from August 2009 to January 2011

My duties entailed taking calls to troubleshoot issues the client was having and to determine

course of action from there. Ticketed all calls for further reference.

Geek Squad Agent from March of 2007 to November of 2008

Position required to Troubleshoot Hardware & software issues.

Operating System Install/Repair. Networking computers and other peripherals.

Hardware installations such as motherboards, processors, power supplies on desktops and laptops.

Technician from March 2004 to March 2007 at Staples

My duties in this position were to diagnose the issue with the product. Upon diagnosis I then gave a conclusion on what was the issue and gave the client options on how to resolve the problem/s. Took detailed notation on issues, fixes, current states the computer was in.

Computer Skills

Learned soft skills required for effective customer service and support

Examined operating system functions and computer architecture

Hands-on PC troubleshooting, repair and maintenance.

Networking concepts including LANs, WANs, protocols, topologies, transmission media, security and TCP/IP protocol suite.

Installed, configured and administered Microsoft Windows 98, 2000,XP,and Vista operating systems.

Setup, configured and maintained RAID configurations on multiple PC’s while being shared through a network.

Implemented and administered DNS, DHCP, Remote Access, Network Protocols, IP Routing and WINS in a Microsoft Windows XP network infrastructure.

References upon Request

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