Jacob Pointer Email & Phone Number

Austin, Tx, Us

Austin, Tx, Us

Somerset, Nj, Us

• Directly support executive employees.• IT Service Desk team lead.• Train Service Desk new hires.• Complete projects to improve IT Service Delivery.• Technical resource for incident management.• Draft all-company IT communications.• Audio/Video support lead for Austin office and events.

Denver, Colorado, Us

Englewood, Co, Us

Worked in a cutting edge environment with the latest best practices in IT supporting our clients. Cohesive team environment to provide tech support to a variety of clients.

• Started out as a technician.• Configure new PCs and servers.• Provide over the phone and in person support.• Promoted to Support Engineer after 6 months.• Troubleshoot Windows 10, Active Directory, Azure AD Office 365, Cisco Meraki Networking, AutoCAD software, and other software used by the company.• Administrate Active Directory and Office 365.• Handle software update roll-outs.• Set up Meraki asset management for PCs and Apple mobile devices.• Level 2 Support.• Research topics and issues outside of the team's knowledge base.• Member of 3 person support team for approximately 125 users.

Provided on site installation of network, A/V, and security cable setups

Receive incoming calls from clients and provide level 1 support. Provide troubleshooting with Windows, networking, school software, etc. Worked with clients over the phone and in person.

Receive calls, texts and emails from clients. Provide level 1 support, create support tickets, manage technicians' schedules, remote monitor clients' hardware, troubleshoot with remote desktop access, and setup/configure new hardware for clients.