Jacob M. Email and Phone Number

Worked directly with third-party vendors to implement new systems for our clients.Projects Include: - Implemented new MDM service to replace old system: Required extensive testing and communication with third-party vendors Setup failsafe to revert changes if necessary - Designed and implemented more efficient network and file system for a 200+ user company: Previous network was un-segmented and had very little file security Segmented network to improve performance and reliability - Migrated several client’s websites to new hosting services: Created several internal user-facing websites (for submitting tickets, and as an alternative for an intranet) - Worked with IT Support Technicians to change internal policies to streamline the ticketing system: Created custom ticket options (i.e. Flags, Status’, Categories) Created custom ticket alerts (i.e. SLA alerts, Text messages for high priority tickets)

Organized & managed several IT projects, ranging from MS Exchange migrations(on-site to cloud), to deployment of an MDM service to existing devices(iOS).Projects include:- Setup locally-hosted ticketing system (Marvel MSM):Created custom ticket actions ( i.e. high priority tickets trigger a text message)Customized web interface to match companies branding (using HTML/CSS/JS)- Created custom PowerShell and VisualBasic scripts to automate specific functions:Windows account creation/deletion, and password changesWorkstation and Server maintenance (Updates, patches, storage management)Solve recurring issues flagged by Support TechniciansPrint out list of devices/users for each client or location- Setup Windows Deployment Services Server:Created custom deployment tasks/scripts to automate installation of drivers and programs while device is imagedCreated custom Windows Images for each client, with custom branding (i.e. Branded wallpaper/lockscreen, branded user profile pictures)- Replaced core switches for several clients:Co-ordinated with client to plan network outageCreated and tested switch configurations in test environment prior to implementationRewired and cleaned up server roomsCreated Visio diagrams of network for easier diagnostics- Replaced many FireWalls across several clients:Created and tested FireWall configurations in test environment prior to implementationSetup Site-to-site VPN connections to link remote sites to head office network (SonicWALL, FortiGate, Cisco)- Traveled to remote Mining locations to setup temporary Offices for a client:Setup FireWall and Switches in test environment before handCreated site-to-site VPN to allow access to head office dataSetup user workstations, and printers

Provided IT support and customer service for several large companies across the lower mainland, both remote and on-site.Support includes:- Setting up, configuring, and diagnosing computer hardware, software, and networks to both Windows and Mac operating system- Supporting clients by remote assistance (via RMM)- Ensuring SLA’s are adhered to for each client that needed service, this includes:Resolving ticketsEscalating tickets as neededIncorporating/creating long term solutions for issues that reoccurProviding advice to clients for more effective solutions Informing next tier IT Support technician of issues for handoff- Windows servers (both virtual and physical):Managed virtual servers via VMWare ESXi and Hyper-V hostsUpgrading existing Servers (i.e. Windows Server 2008 -> 2022)Migrating/consolidating data to newer more efficient serversUpgrading/adding components in existing servers (i.e. RAM, Storage, CPU, PSU)- Windows workstations:Migrating user data to new machineFollowing up with users to ensure all data was successfully migratedImaging windows workstations with custom Windows buildsUpgrading/adding components to existing workstation (i.e. RAM, Storage, GPU)Installing, and setting up VPN and remote assistance tools- MacOS workstations:Migrating user data to new machineFollowing up with users to ensure all data was successfully migratedUpgrading/adding components to existing workstation (i.e. RAM, Storage)Installing, and setting up VPN and remote assistance tools

Worked with several small local businesses to design/build or upgrade their websites.- Worked with client to iterate on designs- Created custom logos and ad banners for clients- Maintained and provided changes for these websites for several years- Designed and ran multiple Facebook and Instagram ads.- Worked with clients to create custom ads- Researched to determine the optimal location and age demographic to target

Helped customers with computer software related issues; in-person, over the phone, and remotely.- Built and repaired computers for customers- Walk-in clients would regularly bring in their machines, but we also made house calls when required.- Upgraded RAM, Storage, CPU and GPU- Provided system cleaning, both physical and digital- Provided IT Support for several businesses located in Delta.- We supported several companies across Delta, each ranging from 10-50 users per client- Supporting clients by remote assistance (via RMM)- Setting up, configuring, and diagnosing computer hardware, software, and networks to both Windows and Mac operating system