Jacob T. Lusco

MCDST, MCP, A+, Network+, Security+, CEH v7

**** ******* **** ** 904-***-****

Gaston SC, 29053 adz5ka@r.postjobfree.com

EDUCATION/CERTIFICATIONS

REMINGTON COLLEGE, Jacksonville, Florida

Successfully pursued an Associate in Science degree in Computer Network Technology, graduating with honors in August 2007 with a GPA of 3.52 and academic recognition by both the President’s Honors List (2005-06) and the Director’s List (2006-07); Elected to membership in the college’s Student Council.

Microsoft Certified Desktop Support Technician (MCDST) (ID#5572005) (2007)

Microsoft Certified Professional (MCP) (ID#5572005) (2007)

CompTIA A+ Certified IT Technician (ID# COMP001007546997) (2008)

CompTIA Network+ Certified (ID# COMP001007546997) (2010)

CompTIA Security+ Certified (ID# COMP001007546997) (2010)

BrainBench Server 2008 Administration (2009)

Certified Ethical Hacker V7 (ID# ECC977189) (2013)

BrainBench ANSI SQL (2016)

Udemy Kali Linux Hacking

Udemy Python 3 for Offensive Pen testing

Udemy IT Project Management: Delivering successful IT projects

Udemy Business Writing & Technical Writing Immersion

Udemy Microsoft SQL from A to Z

SUMMARY OF QUALIFICATIONS

Hands-on PC assembly, repair, deployment and troubleshooting

Instruct Title 4 students

Nmap network scanning

Port scanning

VMWare

Instruct Students

Network configuration, maintenance and management

Windows 2003/XP Migration, Deployment, Administration, Design, Architecture, Security

All current bus architectures including PCMCIA, PCI, ISA, PCIe, PCIx

Install and troubleshoot any type of drive from IDE, SATA, and SCSI-3 to other storage media

Upgrade and troubleshoot motherboards, processors and system RAM

Memory issues – SIMMS/DIMMS and memory allocation

Configure, and troubleshoot system resources such as IRQs, DMA and I/O ports

Operating systems Windows 2000, XP, Vista,7, Windows 2003, Server 2008, Server 2012, And Windows 10/11

Create and manage files and directories, and change file attributes

Basic disk management procedures

Basic Skill in Visual Basic Programming

Install and Configure Fedora Core 9/10

Install and configure HP/Brother network printers

Install and configure Nortel phone systems (8 to 18 line)

Evolve Master Teacher Training

Set up restrictions on Nortel phone systems

Install and configure Citirx client on iPhone, iPad, Android phones and tablets

Configure email clients for exchange servers on smart phones

Installing Configuring and deploying with WDS

Making custom images with Norton Ghost

SysPreping PC

Making custom recovery partitions

Configure, add/remove users, activate enterprise accounts on Black berry enterprise server (BES)

Write Help desk documentation for step by step instructions for helpdesk personal

Install and customize Windows 95, 98, 2000, XP, Server 2003,2008,2012, Vista, 7, 10

Install and configure Samsung phone systems

Install Configure and update Norton, Mcaffe, and avast antivirus

Setup DSL and Cable ISP hardware and software

Wireless Networking Setup and configuration

Basic Cisco Router Configuration

Networking standards, network troubleshooting, and cabling

Network infrastructure

Installing and upgrading to Windows 2003

Implementing and conducting administration of resources

Implementing, managing and troubleshooting Hardware devices

Monitoring and optimizing system performance

Implementing, managing and troubleshooting network protocols and services

Implementing security

Troubleshooting Windows 2003 network connections and security

Managing and troubleshooting clients and servers

Active directory organizational units and groups

Vulnerability scanning

Foot printing

Password cracking

Penetration testing.

Azure VM deployment

Azure Price calculator

Azure network peering

Lansweeper Aset management

Also skilled in many graphics and office software packages such as: MS Word, PowerPoint, Graphic Design programs, Internet Navigation, MS Access, Windows 95/98 XP

SQL Server Installation, Configuration, Querying

Creating Stored Procedures for TSQL

Filezilla setup and configuration

SCCM installation and managment

PROFESSIONAL EXPERIENCE

June 2021 – 2023 CXT Software Gaston, SC

Enterprise Service Specialist

Meet and scope out requests from Customers for new projects.

Provide tier three support for high end clients

Troubleshoot complex issues with software

Build relationships with clients to better support their needs and requests

Document issues and resolutions according to SOP

Write custom SQL queries for reporting and custom configuration of logistics software.

Handle project meeting and one on one support for high level clients

Update customers with status of their projects

Create and manage repos for project tracking and code reviews.

Manage customer expectations.

Write up project scope and quotes

Escalate projects for Product changes

Communicate with other teams to ensure requests are fully understood

March 2017 – 2021 CXT Software Colorado Springs, CO/Gaston, SC

SR. Technical Support Specialist

Respond promptly to all support phone calls and support tickets submitted via our web-based customer support portal

Assist in Customer follow up, Take on high priority issues to ensure customer satisfaction

Created SQL/MYSQL reports for tracking time, billing, and general metrics

Managed Support Site with Minor rebranding and formatting

Generate, update, and manage support tickets from entry to completion

Troubleshoot and resolve tier-1 questions and issues

Escalate support tickets to tier-2 and beyond as required

Work on a team with other tier-1 support specialists to resolve problems, cross-train, and cover for other support members in the event of absence

Create and update knowledge base articles in our web-based customer support portal

Handle rotating on-call responsibilities for after-hours emergency technical support

Troubleshoot advanced integrations and issues that may arise from one not functioning correctly

Create advanced find queries/reports that require a higher technical knowledge than a Support Specialist

Create basic to mid-level custom procedures to resolve specific needs for a customer

Tier II Technical Support escalation, be available to assist the Support Specialists with any advanced troubleshooting

Work on the daily flow of support tickets

Communicate with Product/Engineering on engineering tickets to request updates on stale CUS tickets

Assist in training any new Support Specialists and provide further training to any Support Specialist as needed

Organize and assign training sessions for Training Tuesday's in the Support Scrum

January 2016 – March 2017 CXT Software Colorado Springs, CO

SR. Technical Support Specialist

Troubleshoot advanced integrations and issues that may arise from one not functioning correctly

Create advanced find queries/reports that require a higher technical knowledge than a Support Specialist

Create basic to mid-level custom procedures to resolve specific needs for a customer

Tier II Technical Support escalation, be available to assist the Support Specialists with any advanced troubleshooting

Work on the daily flow of support tickets

Communicate with Product/Engineering on engineering tickets to request updates on stale CUS tickets

Assist in training any new Support Specialists and provide further training to any Support Specialist as needed

Organize and assign training sessions for Training Tuesday's in the Support Scrum

June 2014 – January 2016 CXT Software Colorado Springs, CO

Technical Support Specialist

Respond promptly to all support phone calls and support tickets submitted via our web-based customer support portal

Generate, update, and manage support tickets from entry to completion

Troubleshoot and resolve tier-1 questions and issues

Escalate support tickets to tier-2 and beyond as required

Work on a team with other tier-1 support specialists to resolve problems, cross-train, and cover for other support members in the event of absence

Create and update knowledge base articles in our web-based customer support portal

Handle rotating on-call responsibilities for after-hours emergency technical support

March 2012 – April 2014 Web.com Jacksonville, FL

Desktop Support Administrator

Member of the Computer Incident Response Team

Wrote Infected PC security policy

Lead on VDI project to implement a new VMWare solution

Assist Helpdesk with tickets to cover backlog

Build custom images using Sysprep and Norton Ghost

Build custom recovery partitions

Setup and configure WDS server

Capture and deploy WDS images for desktops

Create driver packages for WDS deployment

Create and maintain spreadsheets relevant to product acquisition and dispersal, cost of repair or replacement, and inventory tracking

Write detailed reports related to inventory tracking spreadsheets

Responsible for mitigating both internal and external user’s computer issues

Configure PC hardware for network connection and operation

Help users with configurations for connection to remote resources

Install, assemble and configure computers, monitors, and peripherals such as printers, scanners, and related hardware

Patch cables and rewire as required for new installations and office reconfiguration

Troubleshoot problems with computer systems, including hardware, software, e-mail, network, and peripheral equipment; make repairs and corrections where required

Assist in the development and implementation of procedures and work practices for identifying, reporting, repairing, and inspecting computer equipment for repair needs and/or deficiencies

Troubleshoot mission critical problems to avoid delays

Configure, Troubleshoot, Repair software and hardware in multi domain environment.

Use tools such as remote desktop to view and show users where and how to use resources

Aug 2011 – March 2012 Moten Tate (Citizens Property) Jacksonville, FL

Technical Support Technician

Responsible for mitigating both internal and external user’s computer issues

Anticipate and prevent potential issues

Configure PC hardware for network connection and operation

Help users with configurations for connection to remote resources

Install, assemble and configure computers, monitors, and peripherals such as printers, scanners, and related hardware

Patch cables and rewire as required for new installations and office reconfiguration

Troubleshoot problems with computer systems, including hardware, software, e-mail, network, and peripheral equipment; make repairs and corrections where required

Assist in the development and implementation of procedures and work practices for identifying, reporting, repairing, and inspecting computer equipment for repair needs and/or deficiencies

Plan, organize, and coordinate work assignments and prioritize workload

Perform computer accounts management activities within Active Directory/Active Roles Server (ARS)

Complete all Move/Add/Change (MAC) forms

Complete thorough documentation of problem resolutions within the Service Desk software

Complete weekly Daptiv report

Help users with password resets and logon problems

Troubleshoot mission critical problems to avoid delays

Use tools such as remote desktop to view and show users where and how to use resources

Nov 2010 – April 2011 Revolution Technologies (CSX) Jacksonville, FL

IT Service Desk Specialist

Help users with configurations for connection to remote resources

Help users with password resets and logon problems

Troubleshoot mission critical problems to avoid delays of transports

Use tools such as remote desktop to view and show users where and how to use resources

Document calls and submit tickets escalating to the proper group as needed

Diagnose connection, printer, and logon problems

Feb 2009 – Nov 2010 United Education Institute (UEI) Jacksonville, FL

Computer Systems Technician Instructor

Instructed in the field of IT in reference to the CompTIA Examinations A+, Network+, Linux +, as well as the Microsoft examinations for certification for Windows XP, Server 2003, Active Directory Infrastructure, and the Microsoft Certified Desktop Technician.

Maintained a program of 40 rotating schedule students on a modular 8 month course structure with ensuring a constant Accredited approval rating through ACCET

Collaboration in maintaining and developing corporate wide curricula and infrastructure for class policy and procedures within a team of instructors to ensure curriculum viability and implementation across over 12 campuses

Assisted in the admissions process to further the institutions relations with potential students both standard and Title 4

Trainer for instructors both for the computer program as well as other programs for company policy and implementation of company wide software.

Course ambassador for ACT interactions during public events and non in school communications

Assisted campus administrator in technical faculties regarding software and server user administration.

Assisted campus technician in keeping infrastructure of both network and active directory administration and maintenance

Feb 2009 – Nov 2010 United Education Institute (UEI) Jacksonville, FL

Computer Systems Technician Instructor

Instructed in the field of IT in reference to the CompTIA Examinations A+, Network+, Linux +, as well as the Microsoft examinations for certification for Windows XP, Server 2003, Active Directory Infrastructure, and the Microsoft Certified Desktop Technician.

Maintained a program of 40 rotating schedule students on a modular 8 month course structure with ensuring a constant Accredited approval rating through ACCET

Collaboration in maintaining and developing corporate wide curricula and infrastructure for class policy and procedures within a team of instructors to ensure curriculum viability and implementation across over 12 campuses

Assisted in the admissions process to further the institutions relations with potential students both standard and Title 4

Trainer for instructors both for the computer program as well as other programs for company policy and implementation of company wide software.

Course ambassador for ACT interactions during public events and non in school communications

Assisted campus administrator in technical faculties regarding software and server user administration.

Assisted campus technician in keeping infrastructure of both network and active directory administration and maintenance

Nov 2008 – Nov 2010 H&R Block Jacksonville, FL

Tech Support – Administration Remote and local

Maintain, troubleshoot, and repair problems

Serviced 50+ Jacksonville offices, 1000+ employees technical needs

Maintained and fixed printers, fax machines, phone systems, computers, and copiers

Maintained a detailed inventory of all equipment

Remotely repaired software issues as they arose

Setup and installed all software for office readiness

Imaged computers as needed to repair issues

Configured and maintained VPN routers and switches

Replace or repair hardware as needed

Feb 2007 Feb 2007 Acura of Orange Park Orange Park, FL

IT Manager

Maintained and repaired problems with the computers and proprietary software

Inclusion of help desk and infrastructure for six Jacksonville dealerships.

Maintain POTS, Exchange server, Back up and recovery, and Active Directory.

Ensured the maintenance and working protocols for internal and external networking systems.

Aided in the development of system policies to ensure customer and employee ease of use.

2005 - 2007 Remington College Jacksonville, FL

Student

Successfully pursued an Associate in Science degree in Computer Network Technology

Graduated with honors in August 2007 with a GPA of 3.45

Academic recognition by both the President’s Honors List (2005-06) and the Director’s List (2006-07)

Elected to membership in the college’s Student Council.

2005 - 2007 Self Employed Jacksonville, FL

Computer Technician

Install and Configure Linksys Lan/Wan routers

Install and Configure Linksys Switches

Install and configure Microsoft office suite (2000, XP, 2003, 2007)

Install and configure DSL and Cable internet services

Install and configure McAfee, Norton, Avast antivirus

Install and configure HP Network and local printers

Install and Configure Hp, Epson, Dell scanners

Install and Configure HP, Compaq, Dell Computers

Install laptop and desktop Memory and other upgrade needs

Upgrade Windows 98 to XP, XP to Vista

Upgrade XP, Vista to Windows 7

Build custom PC’s with recovery partitions and images

2001-2005 Hollywood Satellite Jacksonville, FL

Satellite Systems Installation Technician

Completed the company’s technical training program with record marks.

Joined installation team to install, set-up and configure Hughes, Sony and DirectTV satellite television systems in commercial and private residences.

Focus on efficiency and customer service.

Maintained 95% and above customer satisfaction and service record

Ensured the maintenance and build of north Florida’s network of associates per team guidelines.

Volunteer Work

2011-current IrishWaterDogs (IWDWarriors) Jacksonville, FL

Volunteer WWP

Assist in the coordination of monthly events.

Attend weekly meetings to better improve the program

Help direct and run events

Help arrange for volunteers to attend

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