Jacob Saylor Email & Phone Number

Manor, Tx, Us

Seattle, Wa, Us

Seattle, Wa, Us

Austin, Tx, Us

• Provided triage and investigated performance and connectivity issues for Lifesize systems and Cloud services as reported by customers over the phone, chat, or through a website case creator, managing my case load with Salesforce.• Worked with remote non-technical on-site customers and partners to investigate and resolve issues related to our UVC Servers and Cloud services, and including our Icons, 220s, the Lifesize Share, the Cloud and ClearSea clients, the Lifesize Outlook plugin and Chrome Extension, the Chrome WebRTC webapp, Calendaring and SSO services, and Android and IOS clients.• Created cases in Jira when issues were identified that required software revisions, or when tasks needed to be performed by persons with deeper access to the production servers.• Supported customers with firewall troubleshooting and integrations with Skype for Business/Teams, LDAP, SSO through AD and Azure, as well as investigating issues with AV integrations with Crestron and other controllers.

San Jose, Ca, Us

• Provided triage and investigated performance and connectivity issues for telepresence equipment as reported by customers, or dispatched as Remedy tickets automatically generated by an online incident management system using SNMP.• Perform root cause analysis using SSH, Telnet, HTTP and HTTPS to access the CLIs and GUIs of remote devices to assess and remediate problems.• Received specialized Cisco technical training on the use and management of Cisco’s Unified Communications Manager (CUCM) of Cisco’s Telepresence Management Suite (TMS), Cisco’s TelePresence Manager (CTM), Multipoint Switch (CTMS), TelePresence Server (TPS), and other Multi-point Control Units, and various Cisco and Tandberg endpoint systems. • Used knowledge gained from job-specific training to troubleshoot configuration and network issues that spanned devices across multiple sites.• Worked as a 24/7/365 team member taking international support calls that spanned numerous continents, and often requiring coordinated hand-offs of active support cases to other supporting team members.• Assisted non-technical on-site support staff in investigating technical issues that were remote to my location.• Recognized non-standard patterns in faults and alarms, and identified them as larger issues that needed to be resolved through alternative means. Documented fixes and updated exception handling process.

Washington, Dc, Us

Commander Submarine Group Seven (CTF54/74) Jan. 2010 – Apr. 2013Communications Watch Officer (CWO) Mar. 2012 – Nov. 2012 Broadcast Control Authority Watch Supervisor (BWS) Oct. 2010 – Mar. 2012• Maintained a continuously operational, multimillion dollar network of communications equipment, routers, switches and computer systems, using technical knowledge to approach 100% up-time for all systems.• Assisted more than 20 submarines and 4 external departments with troubleshooting calls allowing units and other departments to complete missions vital to national security without interruptions. • Created or recommended changes to more than 20 procedures and processes that streamlined and simplified daily operations.USS Cheyenne (SSN-773) 2004 – Dec. 2010Radioman of the Watch 2006 – Dec. 2010• Managed a Submarine radio room, maintaining various voice and data circuits to allow maximum mission flexibility.• Took charge to ensure safety, quality assurance and procedural compliance during numerous complex and dangerous maintenance evolutions.

Continuing Education

Aas In Applied Electronic Studies, General Studies