Jacob Lynn Email and Phone Number

JDL is an MSP with a huge range of on prem and cloud environments, although my focus is the cloud/VDI side. Duties are split between maintaining existing clients VDI's, servers and applications and client onboarding/migration projects.

In addition to helpdesk tasks, also heavily involved with implementation of upgrades, migrations of client software to new systems, software maintenance, and client onboarding.

This position has solidified my core troubleshooting, documentation and communication abilities while greatly expanding the range of technologies I have knowledge and exposure.* Helpdesk support for a complex VMware/RDP hosted cloud environment with 3000+ users and 1000+ unique applications. * Experience troubleshooting a wide range of applications, particularly in the Legal and CPA industries. * Careful application of end to end troubleshooting, replication path building and team collaboration strategies to resolve a large variety of technical problems.* Utilizing available knowledge resources to carefully construct the relevant and unique information needed to troubleshoot specific customer issues in a wide variety of configurations in the cloud environment. * Administration of users and application permissions and configurations to meet customer needs.

This position has helped me develop strong analytical thinking and diagnosis skills, particularly for hardware trouble shooting. It has also helped me develop strong communication, organizational and documentation skills. -Helpdesk phone and email support for 50+ Afinia and Microboards Products.-Products include 3D printers, label printers and finishing equipment, disk printers, optical and label media, disk and flash duplication products, STEM kits including laser engraving machines, 3D scanners and robotics arms.-RMA procedures including extensive printer hardware troubleshooting and repair.-Repair part inventory and return to vendor procedures.

This position helped grow my communication and customer service skills greatly while continuing to expand my technological knowledge. -Tier 1 phone support for students and faculty.-Ticket creation and issue delegation.-Password resets.-Assisting walk-ins.-Supervising the computer lab. -Assisting students with online learning tools.-Assisting students with printing services.-Reloading paper and inks in printers around campus.

This position provided a great opportunity to learn IT fundamentals. -Windows troubleshooting and support via logmein-Outlook email setup.-New computer imaging and setup.-Virus Removal and computer clean up.-Adding active directory users and resetting passwords.