Jacob Ilkka Email & Phone Number

Orlando, Florida, United States

Edmonton, Alberta, Ca

Build and maintain relationships with jobsite management, resolve user break/fix and software troubleshooting incidents and fulfill equipment requests. Maintain site documentation and monitor assigned network segments via LogicMonitor, utilizing PuTTY for advanced switch troubleshooting if required. Support HR by performing user account creation and onboarding including device acquisition, setup, and MDM enrollment. Ensure minimal downtime by verifying and monitoring database backup integrity, VM replication and UPS system health. Coordinate outages with local stakeholders including district management, when required. Escalate issues to SMEs at corporate headquarters if unable to resolve locally. Participated in the technical operations for the 2021 PCL Operations Conference, held 100% remotely through Microsoft Teams.

Armonk, New York, Ny, Us

Provided remote support to the Port Authority of NY and NJ. Managed deskside CTS queue in ServiceNow, assigning tasks to onsite technicians as well as providing advanced remote support when appropriate.Built custom ServiceNow reports to stay on top of incoming incidents and tasks.

Hebron, Ky, Us

Provided onsite desktop support to The Port Authority of NY and NJ.Provided Desktop Support at Port Authority Bus Terminal, 4WTC and vicinity. Assist end users with their computing problems while providing top notch customer service and meeting SLA requirements. Occasional special project support.

Hebron, Ky, Us

Manage nightly backups of selected users’ machines using USMT, troubleshooting any failures of the automatic start script, written in PowerShell.Worked in build bench to restore data from USMT backup to new machines and install users’ required software. Install users’ new machines in the field at various locations across various Port Authority facilities

Bangalore, Karnataka, In

On-Site at client headquarters - Mondelez International, East Hanover, NJ Manage Remote Refresh tracking using redesigned, existing, InfoPath request form used during Remote Refresh process, with aim at eliminating manual tracking in Excel. Created SharePoint Designer workflows to streamline process, eliminated manually emailed status updates. Process incoming requests; prepare machines for deployment (incl. but not limited to imaging, installing user requested applications, transferring user data, testing Software Center and VPN connectivity). Add computers to Active Directory, add required security groups, update Asset Management System (HP Asset Validation Solution). Assist managing 3 incident queues in HP Service Manger SM9 Incident Management System.Assist inventory control by scanning new pallets of equipment; rack and stack on shelves.

Bangalore, Karnataka, In

On-Site at client headquarters, Mondelēz International, East Hanover, NJ.Provided support to walk-up users at Mondelēz International's East Hanover IQ Bar; resolving computer hardware, software, printing, word processing, email and operating system issues with focus on Office 2013 and Windows 7.Managed two support queues for East Hanover office using HP Service Manager SM9 Incident Management System.

Sanford, Florida, Us

• Assisted engineers in completing projects, including assembling and testing prototypes of the enhanced Linear Detection System Electro-Magnetic (eLDS-EM), assembling, testing, and verifying system registration of the enhanced Culvert Detection System (eCDS) before final production stage.• Aided in the assembly, installation, troubleshooting, and maintenance of proprietary SCADA systems to monitor brackish water well production just outside of Midland, TX in the Permian Basin oil fields.

Technical Certificate, It Client Specialist, Information Technology

Bachelor Of Fine Arts (B.F.A.), Visual And Performing Arts