Customer Service Support Specialist
Resume:
Resume of ROBERT E. JACOBY
*****.****@*****.***
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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