Jacob Andrew

Assist users seeking technical support for their computer systems. Troubleshooting in person or over the phone remotely. Serviced in IT Field for over 2 years.

EXPERIENCE

Fidelity Investments, Covington, KY - Desktop Support Technician

August 2019 - Present (Veritude Contractor) [6 months]

Supporting and maintaining organizational computer systems, desktops, and peripherals. Primarily will be refreshing users' machines and deploying them, as the customers in the company are migrating to Windows 10. Includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. Troubleshoot any problem areas (in person, by telephone, or via work order) in a timely manner, and provide end-user assistance where required.

Ensemble Health Partners, Mason, OH - Computer Specialist

June 2019 - July 2019 (TEKsystems Contractor) [2-week project]

Assisting users with moving computer equipment and/or any IT equipment they may have. Including phones, headsets, docking stations, laptops, computer towers, monitors, peripherals, and more. Also uninstalled and reinstalled monitors to mounts. Helped set up user’s equipment on new desk they were moved to. Troubleshoot any display issues they may have had after setting up.

Atos, Mason, OH — Help Desk Agent I

October 2017 – June 2019 (Insight Global Contractor) [1 year, 9 months]

Providing helpdesk support in a call center environment, documenting calls/emails in ticket notation, escalating tickets appropriately. Assisting users in a support mailbox form and completing tickets in appropriate helpdesk ticketing system queue. Troubleshoot hardware, software, network trouble with computer systems. Investigating domain account issues.

Kroger, Middletown, OH — Courtesy Clerk

November 2015 – September 2018 (Hire-On) [2 years]

Perform job duties in bagging groceries for customers leaving the store and pushing carts for customers to use while entering the store, assisting customers with their needs if able to handle.

AWARDS

Business Professionals of America - Won 7th place in Website Design Team at Region 17 competition during the 2016-2017 school year.

Perfect Attendance 2016 - Awarded a perfect attendance award from Middletown High School for having perfect attendance.

3.4 GPA and Above 2016 - Awarded a 3.4 GPA and Above award from Middletown High School for achieving a 3.4 GPA.

3432 Belltone Ave.

Cincinnati, OH 45211

513-***-****

adchbj@r.postjobfree.com

EDUCATION

Butler Tech D. Russel Lee (Middletown High School), Hamilton, OH — Vocational School/High School Diploma

August 2016 – May 2018

Studied Information Technology at vocational school, Butler Tech D. Russel Lee. Started here in August 2016. Learned about Computer Hardware and Software during the 2016-2017 school year and Networking the 2017-2018 school year.

ACTIVITIES

Business Professionals of America — Career Technical Organization

Involved with BPA activities, participated in the 2017-2018 Fall Regional Conference as “Love” for The Torch Ceremony, participated in the 2016-2017 Regional 17 Officer speeches as a candidate, participated in the 2016-2016 Ohio State Officer screening, elected as Butler Tech D. Russel Lee 2016-2017 Class Secretary in Chambers’ Junior class.

CERTIFICATIONS

Butler Tech D. Russel Lee - Certification of Completion of IT Program - May 2018

SKILLS

●Desktop and Laptop Repair

●Internal Components Installation

●Anti-Virus Solutions

●Internet Setup and Repair

SKILLS (continued)

●Detail-Oriented

●Strong Communication Skills

●Self-Starter

●Focused

●Perfect Attendance

●Microsoft Office Proficient

●Flexibility

●Communication

●Teamwork

●Continuous Learning

●Familiar with Windows 7, 8, 8.1, and 10

●Active Directory

●Familiar with ServiceNOW and Service Manager Ticketing Systems

●Familiar With Genesys Calling System

●Citrix Receiver

●Remote Troubleshooting

●Software Troubleshooting and Installation

●Hardware Troubleshooting and Installation

●Printer Support

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