Jacob Anthony Unseld

Education:

ITT Technical Institute, Louisville, KY

Associates Degree in Computer Networking Systems Technology

June 2002

Highlights of Qualifications

•Able to troubleshoot a broad spectrum of computer hardware, software, printer and network issues

•Extensive working knowledge of MS Windows, MS Office, Unix, VPN, email clients and other common placed applications

•Extensive working knowledge of Active Directory

•Excellent organizational skills and able to prioritize incidents and request to meet meet-service lease agreements

•Excellent communication and interpersonal skills

•Able to speak professional working proficiency level Modern Standard Arabic

Work Experience:

University of Louisville Health Louisville, KY

Computer Refresh Technician

June 2021 - October 2022 (TekSystems)

•Reimaged and refreshed workstations and laptops

•Installed and configured software and office printers

Various Technical Support Projects

April 2019 - December 2021

Teksystems - Desktop Support Technician

Robert Half - Desktop Support Technician

Derby City Geeks - Computer Technician and Security Camera Installer

Kentucky One Health - Catholic Health Initiative Louisville, KY

Desktop Support Analyst

June 2017 - April 2019 (Unisys)

August 2015 – June 2017 (Wipro)

•Provided technical support for doctors, nurses and caregivers at various Kentucky One Health locations 1ST and 2nd shift

•Resolved issues concerning Cerner, Citrix and other hospital oriented software

•Installed, configured and upgraded workstations, laptops, peripherals, barcode scanners, specimen label printers and office printers

•Fulfilled request concerning computer hardware, software and network access

•Administered Active Directory objects such as users accounts and computers

•Resolved, documented and escalated tickets in Service-Now ticket tracking systems in a timely manner.to meet service-level agreement (SLA)

•Utilized Bomgar, VNC and RDP to assist remote users

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Dupont/Chemours (Lehigh/Decision One Staffing) Louisville, KY

Windows 7/Domain Migration Support Technician

January 2015 – June 2015

•Migrated computers systems and user accounts from the Dupont domain to the Chemours domain

•Reimaged and refreshed workstations and laptops

•Installed and configured software and office printers

•Assisted users with issues and request relating to domain migration

Kentucky One Health - Catholic Health Initiative Louisville, KY

Desktop Support Analyst

June 2012 - March 2014 (TekSystems)

•Migrated computers systems and user accounts to the Catholic Health Initiative domain

•Provided technical support for Kentucky One Health executives, administrative assistances and customer service center associates

•Resolved issues concerning Microsoft Office, VPN clients, Citrix and other administrative oriented software

•Installed, configured and upgraded workstations, laptops, peripherals and software

•Resolved, documented and escalated tickets concerning issues and request in Remedy ticket tracking systems timely manner.

•Provided technical support for University of Louisville Hospital and the Brown Cancer Center while merged with Kentucky One Health

Humana Louisville, KY

Desktop Support Analyst

August 2007 – December 2011

May 2007 – August 2011 (TekSystems)

•Installed, configured and upgraded computer systems, hardware, peripherals, software and email clients

•Resolved hardware, peripherals, software, network, email and BlackBerry issues

•Administrated Active Directory objects such as users accounts, network drives and printers

•Utilized interpersonal to provide Humana associates with technical support and training

BellSouth Repair Louisville, KY

Repair Specialist (Seasonal Position)

June 2006 –November 2006

•Provided telecommunication support for BellSouth residential and small business customers, and escalated unresolved issues to the appropriate departments

•Utilized interpersonal and communication skills to resolved delicate service and product issues

•Documented all customer interactions, inquiries and comments clearly and concisely

BellSouth Louisville, KY

Customer Service/Sales Associate

November 2005 – March 2006

•Utilized telecommunication industry knowledge to recommend BellSouth services and products

•Utilized interpersonal skills to resolved delicate billing and service issues for BellSouth customers

•Documented all customer transactions, interactions, inquiries and comments clearly and concisely

Portland Family Health Center (Randstand) Louisville, KY

Helpdesk Technician/Desktop Support

March 2005 – June 2005

•Resolved computer hardware, peripherals, software and network issues

•Installed, configured and upgraded computer systems, hardware, peripherals, software and health caregiver specific applications

•Created user accounts, reset passwords managed user access

•Documented all customer transactions, interactions, inquiries and comments clearly and concisely

Chase Merchant Services (Randstad) Atlanta, GA

Account Activation Administrator

July 2004 – January 2005

•Utilized technical and customer service skills to assist merchants with account activation and credit card transactions

•Ordered and processed Property Resource Network site surveys for prospective new merchants

•Created, maintained Excel spreadsheets, PowerPoint presentations, Access databases, queries and forms

Supreme Community Services, Atlanta, GA

Office Manager

December 2003 – June 2004

•Maintained IIS web server, computers, printers, LAN and internet connections

•Created and maintained Access databases, queries and forms to improve productivity

•Solved customer issues and handled complaints pertaining to magazine subscriptions

•General office administration

New Age Technologies, Louisville, KY

Desktop Support

September 2002 – March 2003

•Installed, configured, upgraded computer systems, hardware, software and printers for various companies in the Louisville area

•Resolved network, hardware, software, printers and monitors issues

•Managed and configured systems to eliminate issues and to improve production

National Processing Center, Louisville, KY

Helpdesk Technician

September 2002 – March 2003

•Created and managed Novell and Unix user accounts

•Setup and managed user accounts, network drives and printer access

•Provided phone support for software issues pertaining to Microsoft Office, Outlook and other National Processing Center specific software

High Speed Access, Louisville, KY

Tier II Technical Support

August 2000 – March 2001

•Resolved various internet connection issues for residential and commercial customers

•Resolved email issues and general computer related issues for residential customers

•Documented all customer transactions, interactions, inquiries and comments clearly and concisely

Darwin Networks, Louisville, KY

Helpdesk Technician/Linux Administrator

April 2000 - October 2000

•Performed Apache, Sendmail and other Linux administrative tasks

•Configured IPChains firewall and IP-Masquerading services for commercial customers

•Resolved various internet connection issues for commercial customers

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