Doris Jacobs Email & Phone Number

United States

Newark, New Jersey, United States

• Provides outstanding technical support and remote assistance to 10,000+ end users from (Prudential Center, Barclays Center, Lego Land, and USTA Billie Jean King National Tennis Center)
• Led the strategic initiative for the seamless transition of the food and beverage contract to Levy at Prudential Center.
• Managed team of IT professionals to ensure seamless operation of all IT functions.
• Oversee the planning, maintenance of hardware and software, onboarding, POS installations and system upgrades.
• Achieved a 25% reduction in help desk tickets by analyzing, troubleshooting and resolving problems with the aim of eliminating recurrences, using Jira Service Management ticketing software.

• Provide IT support for POS systems in various entertainment venues: Prudential, Barclays, and USTA Billie Jean King National Tennis Center.
• Systems include but not limited to Clover, Bypass, Micros, Mashgin Kisoks and AiFi.
• Responsible for hardware and software management, training, and POS installations.

• Develop Standard Operating Procedures and communicate changes to Support and Engineering teams
• Effectively manage support volume, contracted resources, work scheduling, and oversight of operations.
• Develop and lead a team of Managed Service Providers (MSPs) to conduct escalations work on behalf of Netflix
• Troubleshooting macOS/Windows, Network infrastructure, Saas Applications, and AV systems.
• Compose documentation on feature requests, technical issues, and help center articles for our users and areas we supported.
• Develop and execute strategic and operational initiatives, develop analytical models, and present information to teams, partners, and executives.

New York, United States

• Create and maintain all root cause analysis reports after an escalation to identify workflows or systems to help mitigate reoccurring issues.
• Development and Quality & Assurance of processes and runbook documentation that will be used by our support teams to troubleshoot, resolve, and/or escalate.
• Manages, and drives to conclusion, internal and external problem escalations.

Manhattan, New York

• Provides outstanding technical support and remote assistance to end users, clients and vendors from (New York, London and Milan offices) related to computer systems, networking, telephony, hardware, or software issues.
• Create, respond to tickets using Jira Service Desk ticketing system.
• Conduct daily Wi-Fi checks and troubleshoot servers.
• Knowledge in JAMF.
• Troubleshoot multiple computer and mobile platforms: Macintosh, Windows 10, Linux, Android, iOS, and some POS systems.
• Experience with Active Directory, Office 365, Barracuda, Bluejeans, Dropbox, Synergist, Keynote, Endpoint Security. Microsoft Excel Online, Microsoft Forums, Microsoft Silverlight. Adobe Suite applications; including.

Duluth, Georiga

• Provides outstanding desktop support and remote assistance to 500 end users from (Atlanta, Asheville-Zillicoa, UK offices) related to computer systems, networking, telephony, hardware, or software issues.
• Identifies, analyzes, troubleshoot and resolves problems with the aim of eliminating recurrences and reducing tickets to the help desk, using Jira Service Desk Atlassian ticketing software.
• Proficient in Active Directory, Group Policy, Citrix Receiver experience, including XenApp.
• Application support experience; SCC - Soft Lab Mic, LABDAQ, Great Plains, Molecular App, EzRuns, BrightAuthor 4.7, CyberReason, GoToAssist, GoToMeeting, Mimecast, Interaction Connect
• Microsoft Remote Desktop, Microsoft Office, Office 365, Cisco Any-connect Client.
• Experience with Windows PC’s, MacBook's, Android, and iOS mobile devices.

North Druid Hills

• Taking incoming customer requests over the telephone, log calls in BMC Remedy Ticketing System.
• Active Directory Admin. Basic remote access solution implementation and support: VPN, Terminal Services: Citrix Portals, Cisco VPN, RSA VPN, VDI (Virtual Desktop).
• Responds to inquiries and request for assistance within the organizations WYSE Terminals, Windows Desktop PC/Laptops.
• Identifies, analyzes, troubleshoot and resolves problems with the aim of eliminating recurrences and reducing calls to the help desk. This includes; Password Resets,
• Utilize solid MS application experience to troubleshoot customer issues.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

North Druid Hills

• Providing first, second, and third level support to all CDC end-user using HP Service Manager.This includes, Password Resets, RSA Keyfob Management, Blackberry server Administrator (MDM), Active Directory Admin.
• Providing outstanding customer support assistance via phone and email in Windows XP/7 and MAC environments.
• Take incoming customer requests over the telephone, log calls in Peregrin Service Center, and resolve the technical issues in a timely manner.
• Meet SLAs in a high volume call center environment.
• Utilize solid MS application experience to troubleshoot customer issues.

Roswell, Georgia

Performs equipment exchange and recording inventory controls, software installations and program updates, troubleshooting and prom resolution on computer and Telecommunication systems.Train users on supported software and hardware with understanding of technology from a user perspective as well as technical perspective.Assist users to resolve computer.

Midtown Atlanta

• Manage the deployment monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, and peripherals working with CK India IT Infrastructure.
• Oversee provision of end-user services, including help desk and technical support servicesWork with stakeholders to define business and systems requirements for new technology implementations.
• Practice asset management for IT hardware, software, and equipment working with CK India IT Infrastructure team
• Establish and maintain regular written and in-person communications with the organization's executives, department heads, and end users regarding pertinent IT activities

Kennesaw, GA

• Assist customers using the TaxWise and ATX tax preparation software as well as accounting, asset management and paperless office softwares.
• Troubleshooting software running on Windows XP, Vista and 7 Operating Systems
• Troubleshooting sharing and permissions errors on home and office networks

August, GA

• Prepared organizational publications for internal and external business/audiences
• Maintained a favorable public image for the company
• Promoted and assisted with all booking appearances, and book signings
• As a key team member I displayed positive actions and commitment that produced favorable outcome for the team

Denmark, SC

• Analyzed database structure to enhance use friendly capabilities
• Constructed and tested numerous queries for beneficiary results
• Maintained for the student helpdesk
• Provide technical support for the AV equipment in Mass Hall

Denmark, SC

• Computer maintenance and repair, basic network troubleshooting
• Printer installation of network and local printers
• Proficient in Symantec Software Ghost Imaging

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Activities and Societies: •Students In Free Enterprise (SIFE)-(2010-2011) •Voorhees College Pre Alumni Student Council -(2009-2013).

Education record