Support Technician Desktop
Resume:
Jacob T. Lusco
MCDST, MCP, A+, Network+, Security+, CEH v7
**** ******* **** ** 904-***-****
Gaston SC, 29053 **********@*******.***
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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