Technical Solutions Support

Contact

*****.******@*****.***

www.linkedin.com/in/jacobriggan

(LinkedIn)

Top Skills

Troubleshooting

Technical Support

Hardware

Certifications

Accredit Platform Specialist HP

ProLiant ML/DL Servers

DSP Small Form factor v.2 Chassis

Certification

CompTIA A+

Jacob Riggan

Break-Fix Program - P2 - USA (Ascena) for Justice Store at SmartSource Technical Solutions

Nashua, New Hampshire

Experience

SmartSource Technical Solutions

Break-Fix Program - P2 - USA (Ascena) for Justice Store September 2018 - September 2018 (1 month)

Danvers, MA

Installed Pin Pad

verified Firmware was downloaded correctly

SmartSource Technical Solutions

Field Techs (New Balance Athletics)

May 2018 - June 2018 (2 months)

Lawrence, MA

Installed two SSD

Formatted drives.

confirmed drive was formatted correctly and user was able to access it Hillsborough County NH

Computer Specialist

February 2018 - February 2018 (1 month)

Goffstown, NH

• Performs troubleshooting of computer systems, email systems, VoIP and telephony systems to maintain operations, and repair malfunctions

• Assists with documentation of backup and restore procedures, security procedures, virus control procedures

• Suggests control procedures that insure the prompt recovery, security and integrity of data, and the availability of the network

• Ability to answer user inquiries regarding computer software and hardware operation to resolve problems

• Provides services to multiple agencies/departments at locations across the County

• May assist in maintaining user account information including rights, security, and system groups

SmartSource Technical Solutions

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PC Deployment

January 2018 - February 2018 (2 months)

Perform troubleshooting of computer systems, email systems, VoIP and telephony systems to maintains operations, and repairs malfunctions Assists with documentations of backup and restore procedures, security procedures, virus control procedures

Suggests control procedures thats insure the prompt recovery, security and integrity of data, and the availability of the network Ability to answer user inquiries regarding computer software and hardware operations to resolve problems

Provides services to multiple agencies/departments at locations across the County

May assist in maintaining user account information including rights, security, and system groups

Tech NH Inc.

Machine Operator

November 2016 - July 2017 (9 months)

Merrimack, New Hampshire

Triton Staffing

Machine Operator

July 2016 - November 2016 (5 months)

Merrimack, NH

Aries Group/iRobot

IT Service Desk/ Analyst for Aries Group/iRobot

August 2015 - September 2015 (2 months)

Bedford, MA

Duties

Receives and logs IT support requests from users received via phone, email, and the ticketing system.

Prioritizes requests based on business need.

Follows up with users, conveying solutions and facilitating their implementation.

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Escalates highly technical problems to more senior IT staff to facilitate user resolution.

Works with third party providers to troubleshoot, diagnose, and resolve/repair issues.

Maintains the integrity of IT request database through accurate and timely updates.

Completes assignments using established policies and standard operating procedures.

Maintains confidentiality with regard to the information being processed, stored or accessed by the users on the network.

Management may, at its discretion, assign or reassign responsibilities to this job at any time.

Previous experience in a customer service role

Solid knowledge of end user PC software, host applications and hardware capabilities. Must be able to work creatively, calmly, flexibly and under tight deadlines in order to respond quickly and positively to shifting/multiple demands and opportunities Ability to clearly communicate in English with users, co-workers, application developers and IT personnel both verbally and in writing A self-starter and team player, customer service oriented and has the ability to multi-task Passion for learning about computers Desired experience within the following tools, technologies: ( all plusses ) Page 3 of 7

Lync

Telephony

Mac, Linux

Windows 7 and 8

Scripting & ndash; power shell, python

The Computer Merchant

Centralized Computer Services at StateStreet

November 2014 - May 2015 (7 months)

Quincy, MA

Responsibilities

• Provided support on Windows OS, Microsoft applications and PC system support

• Used remote tools to administer and repair issues with network and servers

• Assisted in user account creation/administration of login and passwords for LAN, VPN and Oracle systems

• Configured and installed Sybase clients as well as Oracle

• Experience with Exchange Server Configuration & Administration

• Provided Support for Blackberry phones

• Configured Active Directory and group policies for PC systems

• Performed Unix mainframe administration providing user account maintenance as well as printer

administration

• Implemented Queue management for group

• managed queue assigned tickets to other members within the group

• took on duties as team lead within office environment Accomplishments

• Implemented Queue management for group

• took on duties as team lead within office environment

• Implemented Queue management for group

• managed queue assigned tickets to other members within the group

• assigned tickets to other members within the group as Queue Manager

• Trained others within the group in order to reach higher efficiency

• Implemented Queue management for group

• managed queue assigned tickets to other members within the group

• Created Database application within access to track and manage tickets Page 4 of 7

CBSi

Test Technician at HP

July 2014 - October 2014 (4 months)

Andover, MA

Reads/interprets schematics, printouts and specifications as needed to complete tests to determine the functionality of function area. Ensures testing instruments are calibrated and verified on a regular basis. Participates with the debugging and troubleshooting of new and existing procedures, equipment, products etc. Creates new test programs/procedures as needed for new technology.

Primary: Applies basic knowledge of the job skills and company policies and procedures to complete a variety of assignments/tasks. Good understanding of the general/technical aspects of the job. Works on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment. Organizes own tasks and receives general instructions on all work.

SmartSource Technical Solutions

SERVICE CALLS (CarMax)

January 2014 - February 2014 (2 months)

Manchester, New Hampshire

CompuCom

Deskside Analyst @AstraZeneca

March 2012 - January 2014 (1 year 11 months)

20/20 companies

Field Marketing Manager

March 2014 - 2014 (10 months)

Salem, New Hampshire

Drive sales productivity through high quality, end-to-end direct sales Schedule and participate in direct sales events

Create consumer awareness and product brand preference at the retail store level though training, assisted sales and merchandising Build and maintain brand presence through increased shelf space and product placement

Effectively assess and communicate on-site needs such as marketing material and promotional collateral, etc

Educate customers and retail associates and make product recommendations Page 5 of 7

Effectively train retail associates to conduct quality sales presentations and customer demonstrations

Build effective professional relationships on behalf of the Company and client at both the store and customer level

Meet or exceed personal sales productivity goals and key metrics on a monthly basis

Advise customers by providing information and qualify on products and services

Accurately document and report sales, schedules, activities and best practices Responsible for accurately tracking and communicating all activity to Management and/or Retail Operations as appropriate Responsible for submitting all paperwork completely and accurately Apex Systems

Technician @Affiliated Computer Services/Xerox

March 2011 - July 2011 (5 months)

Concord, NH

Provide first level support for clients on IBM, Dell laptops Provide technical support on site for ACS employees and contractors Provide remote assistance to off site clients

Troubleshoot and repair IBM Lenovo Desktops and Laptops Troubleshoot and repair Dell Latitude laptops

Perform Standard DOD 5220.22-M on all obsolete equipment and Encrypt equipment with PGP Desktop Enterprise 9.6

Organize and inventory equipment according to company polices Perform repairs and troubleshooting of virus/malware/Trojan removals Add computers to the ACS Domain

Install Microsoft Office 2010 from Share Drive

Configure users Group Drive and Share drive

CompuCom

Technical Support @Wyeth

2006 - 2008 (3 years)

Andover, MA

Insight Global

Help Desktop Support Technician

August 2005 - August 2005 (1 month)

Chelmsford, MA

Provide Installation and Support for Humming Bird Exceed 2006 Page 6 of 7

Apex Systems

IT Technician

June 2005 - July 2005 (2 months)

Boston, MA

Provide first level hardware and software support · Hardware installations of PC's and peripherals, as well as software installations, configurations, and troubleshooting.

Shriver Job Corp

MIS Manager Assistant

March 2005 - May 2005 (3 months)

Devens, MA

Install and configure computer modules and peripherals Add and remove memory, storage (hard drives, etc), modems, CD-ROMS, printers, video cards and input/output devices.

Basic networking, NIC cards, Ethernet, TCP/IP, NetBEUI, and file and print sharing.

Diagnostic, preventative maintenance, safety, backups and troubleshooting Knowledge of DOS, Windows XP, 2003, 2000, NT, 9x

Diagnose and troubleshoot hardware and software issues Migrated data and created images of desktops and laptops Image systems for deployment to users

Education

Mount Wachusett Community College

A+ Certification, Computer Installation and Repair Technology/ Technician · (2004 - 2005)

Lowell High School

Highs School Diploma, General Studies · (2000 - 2003) Page 7 of 7

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