Paul L. Jacobs

405-***-**** ad2u5a@r.postjobfree.com View LinkedIn Wewoka, Oklahoma

IT Production Support Engineer

Analytical and reliable IT Production Support Engineer with comprehensive experience in advancing and optimizing information technologies, network administration, and user support operations on a global scale.

Notable Skills & Qualifications

Oversees and optimizes IT system and network administration, security, training, data analysis, and data loss/corruption while supporting up to 15,000 users daily; includes onsite, remote, and hybrid environments.

Leads and drives continuous process improvement across people, systems, operating procedures, and technologies.

Demonstrates exceptional relationship building skills while gaining buy-ins, influencing decision makers, and navigating all levels of client and partner organizations, including C-level executives.

Tailors highly complex technology concepts and best practices to users with varying levels of technical comprehension

Takes ownership of best practices process and establishes policies to ensure full compliance with all regulatory, auditing, and information processing standards, as well as organizational goals and objectives.

Balances and manages concurrent projects and deadline-driven priorities while ensuring quality and attention to detail.

Areas of Expertise

System & Network Administration • Network LAN Engineering • Basic Linux System Administration • IT Operations & Support

Diagnostics & Troubleshooting • IT Infrastructure • PC Refresh & Migration • Cisco HW Firewalls • Network & Internet Security

Process Improvement • Creative Problem Solving • Technical Manuals & Documentation • Web Design • Project Management

Strategic Planning • Vendor Relations • Team Leadership • User & Technical Training • Cross-Functional Collaboration

Professional Work History

IT Endpoint Projects Group – Loves Travel Stops & Country Stores (Contract) TEKsystems 4/2021 – 10/2023.

Contracted to Loves by TEKsystems, a leading provider of IT staffing, talent management, and services with more than 80,000 IT professionals operating at 6,000 client sites across North America, Europe, and Asia.

Installs, configures, migrates, maintains, and supports Windows-based clients and Windows 10 remote desktop systems.

Troubleshoots a wide variety of hardware, software, and peripherals to ensure optimal operations and minimize workflow interruptions; includes desktops, laptops, tablets, local/network printers, and more.

Administers VMware and vSphere servers, as well as a Beyond Trust remote access system with 10,000 objects.

Manages a System Center Configuration Manage (SCCM) Client on Windows 7 and Windows 10

VMware services for the client and the server. Both Admin and Client side.

IT Support Engineer Amazon 1/2020 -8/2020

IT Engineering functions in support of Amazon’s e-commerce, cloud computing, digital streaming, and AI operations and services.

Led and delegated a team of 10 technicians in troubleshooting all hardware, software, and peripheral devices.

Installed, configured, migrated, maintained, and supported Linux-based thin clients and Windows 10 desktop systems; set up three new locations from the ground-up, including network and servers.

Administered, maintained, and supported companywide system and network.

Integrated complex circuits such as BGP, EPLAN, EVPLAN

Planned, configured, and led installation of wired networks and hardware firewalls for customer systems, in addition to installing and configuring TS, RDP, and VPN; included access points, handhelds, and tablets.

Trained internal and customer end users on various software features.

Repaired OS installations, as well as registry corruption issues and corrupted user profiles.

Restored PCs and software following data loss/corruption; oversaw data recovery on Linux server running video systems.

Created and designed all technical documentation and user manuals; continually developed and refined new procedures.

Senior Desktop Support Engineer – Pratt & Whitney (Contract) DXC Technologies 10/2015 – 1/2020

Contracted to P&W by DXC, a multinational IT consulting company specializing in data analytics, digital products, operations automation, and complex software engineering challenges relating to applied AI, and human-centered design and development.

Single-handedly installed, configured, migrated, maintained, and supported all Windows 2000, XP, 7, and 10 desktop systems for 350+ users distributed across three physical locations.

Diagnosed and troubleshot all hardware, software, and peripherals for globally diverse users, in addition to implementing upgrades and replacements, testing software bugs, and researching software/hardware-related issues.

Administered, maintained, and supported companywide system and network, in addition to planning, configuring, and installing wired networks for customer systems.

Successfully increased speed and stability on Windows 7 and Windows 10 platforms

Installed and configured TS, RDP, and VPN for customers; included access points, handheld devices, and tablets.

Repaired OS installations, in addition to fixing issues relating to registry corruption and corrupted user profiles.

Restored PCs and software applications following incidents of data loss and/or corruption.

Employed Linux boot disks to recover data and/or repair window installations following window system crashes.

Liaised with vendors to coordinate and oversee installation of LAN and WAN Circuits on military base.

Drove continuous improvement and efficiency by creating, streamlining, and documenting IT processes and procedures.

Worked with service now at the help desk for the ticketing system.

VMware services for the client and the server. Both Admin and Client side.

IS Planning Specialist IV (Team Lead)

Oklahoma Dept. Of Human Services, Oklahoma City, OK 4/2005– 8/2006

State of Oklahoma Employee at The Department of Human Services in the IT Architect Services Department. specializing in data analytics, operations automation, and complex software engineering design and development.

On Planning Committees and Tasked to Lead Project Teams in Coordination of Agency / Interagency Standards.

Development of Agency Based Portfolio Management. Knowledge and Experience in developing strategic IT Plans, Worked with Key Division Leads and Officers.

Ability to be a Project Lead in developing Service Level Agreements. Served as a Successful Leader, Presenter and Facilitator Within and Between Business Units and Technology Areas Leading Teams of Subject Matter Experts.

Architecting and Implementing Exchange Migration to migrate over 6500 mailboxes from Exchange 5.5 to Exchange 2003 and architecting a move of 7000 mailboxes from GroupWise to Exchange 2003.

Assess Technical Feasibility and Needs to answer Business Requirements Training, Coaching and Documentation of Internal Site Projects. Follow-ups of Project Statuses and actions for Testing of Cisco PIX firewall Implementation.

Configuration and Assistance to Create / Deploy Security Policies for Data Encryption Solutions on Removable Media, Hard Disks, Cisco Routers and Switch Hardware. Implementation, Configuration and Troubleshooting, Including Wireless Solutions and VoIP.

Creating/Designing technical documentation and user manuals.

Training users and technicians.

Additional Contracts

IT Software Support – AT&T Cognizant 9/2020 – 3/2021

PC Support – State of Oklahoma, Management Enterprise Services Rose International 2015

Design Support, System & Network Administration – Integris Health Kemtah 2013 – 2014

Education & Credentials

Monte Vista High School General Education Spring Valley, California

Certifications

CompTIA Security+ Certification (In Progress)

Microsoft Certified Professional (MCP)

Microsoft Certified Desktop Support Technician (MCDST)

CompTIA A+ Certification

Technical Skills

Operating Systems: Microsoft Windows Desktop 95/98/2K/NT/XP/VISTA/7/8/10/11 • Microsoft Server 2000/2003/2008/2012/2016/2019 • MS DOS (All) • Windows CE & Mobile 5/6 • iPhone OS 6/7/8/9/10/11/12 • iPad OS 6/7/8/9/10/11/12 • Android OS 7/8/9/10/11/12/13

Software Applications: Microsoft Office Suite • Office 365 • Intune & SCCM For Patch Management, Asset Management, Device Management, For Servers and Desktops • Adobe Acrobat • Antivirus & Cisco Firewalls

Networking: Lan/Wan Cisco Routers • Foundry Switches (Wired & Wireless)

Other: Cisco Networking LAN/WAN • Cisco Routers • Foundry Switches • DNS • DHCP • Wins • Layer 2/3 Routing • TCP/IP V4 • IIS • Active Directory • MS Exchange • RDP • Terminal Services • Cisco HW Firewalls • PC Refresh • Technical Documentation •

PC Migrations: Windows 98, 2000 & XP • Windows 7, 8 & 10, Zero Trust Infrastructure Setup and Management, VMware services for the client and the server. Both Admin and Client side.

SCCM Configuration of both the server and client sides.

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