Resume of ROBERT E. JACOBY

adsauy@r.postjobfree.com

585-***-****

Accomplished Information System Technology professional with over 25 years experience providing a wide range of technical support of desktop computers, operating systems, applications, servers, and peripherals to business client professionals. Organized take-charge professional with exceptional follow through abilities, detail oriented, able to plan and oversee projects form conception to successful conclusion. Recognized as the “go to” person for immediate resolution to technical issues. Interfaces effectively with upper management, vendors, staff, peers, and users. Team player. Respected for outstanding problem-solving skills using common sense approach with the ability to think outside the box. Technical skills include:

Windows Server

Windows 7

Windows 10

Windows 11

Microsoft Active Directory and Exchange

Microsoft Office

Advanced troubleshooting

Problem Escalation

Server Support

Networking TCP/IP

Customer Service

Data Recovery

Help Desk Support

Computer Repair Laptop/Desktop

PROFESSIONAL EXPERIENCE

Kodak Corp, Rochester.NY 2020-Present

IT Analyst

Perform troubleshooting and repair using our remote tools for Kodak’s various operating systems. Recovered user’s data and reimaged their PC’s. Assigned users in O365 and added computers into Active Directory. Managed our local groups server. Managed PC’s remotely using Ivanti Mgmt Console

XEROX, Webster, NY 2010 – 2020

Consultant, Technician:

Subject Matter Expert for SCCM (updating system). This is how Xerox pushes updates and software installs to their PC’s in their corporate environment. Perform troubleshooting and repair using our remote tools for Xerox’s various operating systems. Recovered user’s data and reimaged their PC’s. Assigned users in O365 and added computers into Active Directory. Managed our local groups server.

RECIPROCAL CONSULTING, Philadelphia, PA 2008

Consultant:

Set up and monitored pay per click advertising campaigns. Performed keyword analysis. Customized analysis reports of campaign performance. Performed in house technical support.

ENTRE, Rochester, NY 2007-2008

Technician:

Worked at UofR on contract performing troubleshooting and repair of desktop systems and printers. Performed remote cleanup of non-standard software from nurse’s station PC’s as needed.

MICROWORX, Rochester, NY 2007

Consultant, Technician:

Implemented Kaseya Managed services system. Configured and setup the windows server and firewall for remote management of client’s PCs and Servers. Performed troubleshooting and Repair of desktop and laptop computers. When performing hard drive swaps, we used Norton Ghost to reimage customers’ laptops and desktops. Troubleshot hardware issues and performed spyware/malware removal on customers’ desktops and laptop computers.

OS CUBED/AZTEK COMPUTER SOLUTIONS, Rochester, NY 2005-2006

Consultant:

Installed and maintained Windows 2003 Server and XP client environments. Installed Cisco and Netgear routers and firewalls. Troubleshot and repaired desktop and laptop computers for both hardware and software issues and when appropriate used Norton Ghost to reimage desktops and laptop computers.

SIEMENS BUSINESS SERVICES, Microsoft Account, Redmond, WA 1994-2002

Sr. Technical Analyst:

As collaborative subject matter expert in our call center that handled on average 1300 calls a day. I was responsible for handling escalated issues from frontline technicians and seeing call through to completion. Responsible for routing/escalating calls to other second tier groups when needed. Contributed to in-house training programs for newly hired technicians. When management was unavailable filled in as manager when needed. Attended numerous training sessions from project management and peer mentoring to technical training for specific hardware and software products.

ENTEX INFORMATION SERVICES, Eastman Kodak Account, Rochester, NY 1992-1994

Support Engineer:

Provided technical support to Kodak Park East buildings. New pc installs, trouble shooting and repair.

ROSLYN COMPUTERS, Rochester, NY 1991-1992

Support Specialist:

Performed troubleshooting and repair on customer PCs and laptops for hardware and software issues. Built Whitebox PCs to order for customers. Repaired HP and Okidata dot matrix and Laser printers.

EXCEL INCORPORATED, Rochester, NY 1988 -1991

Computer Engineer:

Refurbished and repaired HP laser printers, Apple laser printers and Macintosh computers as well as IBM PCs and servers.

UNIVERSITY OF ROCHESTER, Rochester, NY 1987-1988

Customer Engineer:

Collected PCs for repair in central depot repair center. When time permitted learned troubleshooting and repair processes for Apple PCs and IBM and compatible PCs.

EDUCATION

Bachelor of Arts, Ithaca College, Ithaca, New York

CERTIFICATIONS

MCP Windows Server

MCP Windows Professional

Apple Macintosh

Microsoft Advanced Customer Service

Project Management

Microsoft Peer Mentoring

A+

HP Laptops/Desktops

Dell Laptops/Desktops

Toshiba Laptops

IBM Quality Services Skills (QSS)

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