Joseph Jacob Jr.

https://www.linkedin.com/in/joseph-jacob-jr-11287991 • ac8l4l@r.postjobfree.com

EXPERIENCE

The College of New Rochelle, New Rochelle, NY

Manager IT Operations & Support April 2014 – Present

•PM for new campus build-out with contracting and architectural groups

•Service Desk Manager building a team that delivers the highest level of service for customers

•Utilize reporting and metrics to identify support tactics, improvement of processes and operations, reduction of inventory and costs, and proper utilization of resources

•Manage daily operations of the Office of Information Systems and six branch campuses in conjunction with network outages, campus events, on boarding, departmental needs and high level projects

•Conduct departmental meetings, performance reviews, deliver ongoing training sessions, identify personnel strengths/weaknesses and formulate a team that delivers only the highest level of service for the customers

•Adhere to ITIL processes for incident handling and resolution. Continuously support, develop and improve processes adhering to SLAs

•Create and monitor budget with Finance and Purchasing departments. Closely follow bench marking methodologies to generate proven results. Key strategic planning team member in identifying and implementing organizational improvements, highlighting risks, and eliminating inefficiencies

•Plan/deploy Library Learning Commons infrastructure throughout multiple campuses

•Successful RFP for printing optimization, cost-savings, and outsourcing to strategically deploy over 60 MFPs

•Implement cloud based ticketing system including asset management, tracking, CMDB, and inventory

•Lead Virtual Desktop Infrastructure implementation for labs and classrooms adhering to NYS Title III Grant

•Plan/execute upgrades, replacement strategies for hardware and software. College asset deployment and reallocation upon on-off boarding of employees

•Fulfill donor funded campus technology classroom, server room, and office upgrade projects

•Deploy Canvas LMS with the eLearning and instructional staff to properly plan, configure, data migration, install, and continued support and training for faculty\staff and students

•Work with vendors including Dell to configure hardware\software standards, develop master leasing agreements

•Communication of educational opportunities, training, network interruptions, and new implementations

Tilcon NY Inc. /Oldcastle Materials Inc., West Nyack, NY

Systems & Applications Administrator/Help Desk Manager September 2006 – January 2014

•Responsible for maintenance, user security, training, upkeep of company point of sale and ticketing systems

•Project Manager to a team of departmental employees to test and upgrade software with service packs and major software releases on a continued basis

•Lead Help Desk analysts on a Service Desk for more than 200 office users and 30 plant locations

•Conduct IT staff meetings to address incident queues, progress, delegate projects and meetings with point of sale technical representatives and programmers to discuss modifications and open incidents

Joseph Jacob Jr.

•Develop SharePoint knowledge base of tasks, issues, fixes for migrated Helpdesk in Charlotte, NC

•Streamline processes by automation and developing import routines to eliminate hours of manual data entry; working with report writer to create and modify forms and reports for management

•Project lead on new mergers and acquisitions to remove existing systems and integrate company solutions.

•Design several methods of improving infrastructure and operations with the new technologies readily available with cost effectiveness in mind. Worked closely with departmental managers to improve utilization of IT resources, point of sale system, business operations, and redesign processes

•Integrate third party systems with POS – GPS, RFID technology, camera, scale, plant controls, and electrical.

Help Desk Technician April 2006 – September 2006

• Project lead on Kronos timekeeping server and devices; worked with payroll department to train departmental managers on Kronos Work Force Central software for Union employees; configured devices on the network, setup in Kronos Device Manager and deployed Kronos clocks to facilities

•Build and deploy Dell computers, laptops for new and existing users using Symantec Ghost, GPO, Active Directory. Removal of malware, adware, antivirus; maintain network shared drives and store backups; deploy wireless hotspots (Ubiquiti) units to remote sites; monitor Cisco PoE router and HP switch activity via SolarWinds

EDUCATION

Mercy College, Dobbs Ferry, NY

Master of Business Administration (MBA), Concentration: Managerial Analytics May 2018

GPA: 3.94

Delta Mu Delta International Honor Society for Business

SUNY Purchase College, Purchase, NY

Bachelor of Arts, Mathematics May 2014

REPRESENTATIVE SKILLS:

Operating Systems: Windows 7, 8.1, 10 Server 2013 Citrix XenApp 5, CMC, Mac OS X, VMWare

Database: Microsoft SQL Server, MS Access, MS Excel

Network protocols: TCP/IP networks, DNS, DHCP, VPN, Bradford (NAC), Cisco & Dell networking equipment

Other: Project Management – requirements gathering, risk management, delivery and testing

Banner Finance, Banner INB SSB & Argos Reporting, SharePoint, Cognos

IBM SPSS, Tableau, ITIL best practices, Samanage, Altiris, TrakIt

Microsoft Office Exchange Admin, Microsoft IIS, Windows PowerShell, WSUS

Microsoft Active Directory, GPO, G Suite Admin, CAS, LDAP, Symantec Ghost

Adobe Professional - Creative Cloud Suite, McAfee, MS Security Essentials, MS EndPoint

Continental CardAccess, Isonas Crystal Matrix, TeamViwer, RDP

Nortel Meridian PBX, Shoretel VoIP, RingCentral

Google Chrome, Safari, Mozilla Firefox, Internet Explorer

iOS, Android, BES, Airwatch MDM, Kronos Timekeeping, ADP & Paychex Payroll systems

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