Eleise Jacobs Email & Phone Number

Durham, North Carolina, United States

• Maximizing network performance through ongoing monitoring and Layer 1-3 remote troubleshooting.
• Opening and managing numerous tickets both internally and with local telecoms, while providing timely escalations and updates in plain language.
• Ensuring WAN and managed site devices are functioning, and assisting dispatch techs in replacing Cisco routers and installing configurations.
• Isolating, tracking, and creating reports for widespread outages, often in excess of 100 sites.
• Maintaining positive CSATS and high internal performance metrics, assisting coworkers in cross-training, and leading shifts as needed.

Raleigh-Durham, North Carolina Area

• Configured AWS firewalls, routing and implemented network solutions to maximize network efficiency and security.
• Remotely managed AD, DNS, VPNs and served as the main point-of-contact for a customer with over 400 sites, as well as created Zendesk tickets to handle said customer’s technical issues
• Maintained the master list and created SOP documentation for several processes.

Raleigh-Durham, North Carolina Area

• Ensured sales goals were met or surpassed by both myself and coworkers while maintaining a clean and positive atmosphere.
• Performed hiring, scheduling, and inventory duties. Guided trainees through month-long training process to maintain staff knowledge base for customers.
• Upon returning to school, stepped back to Visual & Operations and narrowed focus to sales, visual integrity of the store, and training.

Associate Of Science - As, Computer And Information Systems Security/Information Assurance

Itsa, It

Awarded WCITP (World Class IT Professional) for 90% Attendance, 90% GPA, and 4 Certifications completed within 4.5 months or less

Diploma, College Prep

Activities and Societies: German Club