Jacob Wilson Email & Phone Number

Independence, Ohio, Us

Manchester, England, Gb

- Provided level 1 and 2 product support for our complex data migration software, supporting migration from various cloud and legacy platforms such as on-prem Exchange, Zimbra, and DropBox into both Google Workspace and Office 365- Built detailed product knowledge through training, documentation, testing, and independent experimentation- Provided live support, troubleshooting, and guidance to cusomter engineers via Google Meet- Identified and documented potential software bugs and excalated as needed.- Was part of a weekend on-call rotation for P1 and service outage issues- Stayed up-to-date on changes in both our products and the platforms that we support, responding rapidly to API changes that affected customer experience

Mount Airy, Nc, Us

• Provided level 2 desktop support and troubleshooting for all staff at the engineering headquarters in Fort Mill• Provided remote support via phone, chat, and remote desktop tools for users in satellite offices and in users the field• Assisted in supporting technicians at other locations• Used KACE Endpoint Manager to deploy and license software• Used Lansweeper to gather information on devices on the company network and monitor the health of devices in the field• Used Active Directory to manage user accounts and device configuration• Served as the primary technical resource for the executive office in Charlotte NC, including weekly visits to inspect and maintain IT and A/V equipment and one-on-one executive technical support• Served as the on-site IT resource for a new office build in Louisville KY and Papercut print queue system installation in Pittsburgh PA• Extensively used Ivanti Service Management and Asset software to track and manage IT requests, track and update asset records, and record information in a technical knowledgebase• Worked with the Infrastructure Security team to respond to security threats and help implement solutions• Imaged and configured new computers for upgrades and replacements

Charlotte, North Carolina, Us

• Performed administrative functions for Microsoft Office 365 and Azure AD• Used InvGate Service Desk to prioritize and track incoming support requests• Provided platform support and troubleshooting to internal users, clients, and vendors• Worked closely with account executives and project managers to implement custom client and vendor solutions within an in-house field services platform• Used Workbench to query, update, insert, and remove data from the database• Worked with the development team to create and test new features• Hosted bi-weekly live training sessions on the company's platform and workflow for internal users• Introduced new team members to company software systems and walked them through first time setup• Worked with marketing and technical writing staff to create robust training materials for platform users• Worked within the Qlik business intelligence system and in-house platform to created long term reporting solutions• Wrote database queries and formatted data for ad-hoc reports• Submitted detailed bug reports and feature requests through Jira• Trained new employees in the general function and workflow of the in-house service platform• Played a vital role in transitioning the company to a work-from-home configuration during the COVID-19 pandemic• Served as the primary in-house technical support technician• Maintained all commercial equipment including network switches, UPS units, and facility access systems• Managed technology lifecycles and selected new technology as needed• Managed relationships with technology vendors and IT contractors• Played a key role in the rollout of a new contact center system for the Service Operations Department

Charlotte, North Carolina, Us

• Managed the workflow of client service requests from intake to execution• Secured technology field service resources for client requests based on location, type of work, and client needs• Provided support via phone and instant chat for vendors and clients throughout the work process• Worked within client systems to ensure that all requirements were met for vendors to complete the service request, including access to secure facilities, security clearance, maintenance windows, etc.• Built positive relationships with vendor and client representatives• Performed constant data validation to ensure that all information was up to date and reliable• Hosted a daily meeting to transition ongoing work to the next shift• Compiled reports of ongoing work and any issues encountered for management reference and recordkeeping• Assisted project and account managers with service coordination for long term projects• Frequently went above and beyond to ensure the best outcome for both vendors and clients• Part of the business continuity team during Hurricane Florence and major snowstorms in 2019

Rock Hill, S.C., Us

Provided technical support for all university faculty, staff, students, and visitors. Performed new computer installs, upgrades, diagnostics and repair. Ensured that computer equipment is kept in good working order with properly updated software.Supervised Technology Services student workers and provided assistance and training.Tracked and updated service request tickets and asset/inventory information. Managed the Technology Services workshop and storage. Kept work areas clean and organized and maintained a good stock of up-to-date computers available for use.

Rock Hill, S.C., Us

Lakeland, Florida, Us

Customer service, food preparation, maintaining facilities and equipment, meeting freshness and quality standards.

Cooking and food prep. customer service, event catering and delivery, planning and prepping for high-volume seasons and holidays.

Rock Hill, S.C., Us

Rock Hill, S.C., Us