Jacob Eberhart Email & Phone Number

Rockville, Md, Us

Ellicott City, Maryland, United States

I am so excited to announce that I am joining C-Cured as a Helpdesk Manager! C-Cured has a great staff, a high-quality work product and great plans in the works for the future.

Washington, District Of Columbia, United States

• SERVICE DESK OPERATIONS: Lead hiring, onboarding, orientation, training, management and scheduling of 5 Service Desk staff, as well as other staff, as requested. Planned 24/7 coverage schedules to accommodate client’s requirements.• IT DOCUMENTATION: Lead creation of Standard Operating Procedures (SOPs) for all aspects of Service Desk process including ServiceNow, Service Desk Procedures, Computer Imaging, Emergency Communications, Daily Operations and Change Management. Lead creation of customer experience documentation covering the IT equipment and supplies provided for the clients.• PROJECT MANAGEMENT: Lead deployment of project-wide ServiceNow proof-of-concept (POC) and production (PROD) environment, working with clients to determine all aspects of requests involving procurement, incidents, security incidents, asset management, onboarding and off-boarding • CLIENT DELIVERY: Presented Service Desk’s work products to clients on a scheduled bi-monthly basis as well as ad-hoc presentations on a bi-weekly basis, or more, as requested. Lead multiple cross-functional reoccurring meetings to update all stakeholders on progress towards organization-wide initiatives• AGILE METHODOLOGY: Utilized Scrum project management to complete and present iterative project updates to clients and staff on a bi-monthly basis, as well as updates for clients on individual User Stories, on a daily basis. Trained Service Desk and other staff as requested, in utilizing Jira for Scrum.

Gaithersburg, Maryland, United States

• IMPLEMENTATION MANAGEMENT: Implemented OneDrive for all APT staff, to set up data backup andConnectwise remote for remote PC access. Enforced 2 Factor Authentication (2FA) across APT’s onlineorganizational accounts where available, to ensure account security.• OPERATIONS MANAGEMENT: Ensured network connectivity by wiring and setting up access points andEthernet ports, allowing executive and manufacturing staff to work in their offices and labs.• CLIENT DELIVERY: Provided hardware, software, and cyber security support for 63 clients in one office location and additional remote users, with MSP’s support, averaging 10-15 helpdesk tickets per week.• NETWORK SECURITY: Set up and utilized Darktrace Security Orchestration, Automation and Response (SOAR) network security hardware and software, protecting APT’s network. Implemented and trained staff to report spam, phishing attempts or other malicious targeted emails, reducing helpdesk tickets.• MANAGED SERVICE PROVIDER (MSP) OVERSIGHT: Worked closely with APT’s MSP to ensure KPI’s were met, corrected any misunderstandings between staff and MSP and adjusted when service was not ideal, resulting in increased customer satisfaction for APT staff.• RISK MANAGEMENT: Worked with cross-functional teams to implemented risk mitigation strategies and disaster recovery plans for APT’s critical manufacturing infrastructure.• CLINICAL TRIAL SUPPORT: Improved reliability for Clinical Testing Lab’s (CTL) cell analysis computers,resulting in increased patient onboarding and decreased screening errors for APT’s clinical trials. Set up remote access for CTL’s cell analysis computers, enhancing employee morale by eliminating the need for CTL staff to physically come on weekends to monitor test progress.• REGULATORY COMPLIANCE: Created Standard Operating Procedures (SOP) and other documentation for APT’s Computer Systems Validation (CSV) plan, ensuring compliance for APT.

Newport, Rhode Island Area

As the Vice President of Operations at Pretty Knotty, I work with a business partner to deliver cutting-edge sports products. These primarily included high-tech hair ties for athletes. My role here includes overseeing material sourcing, determining optimized manufacturing processes, and conducting feasibility analysis to finalize product launches. This is especially challenging because of vendor and quality constraints. To address these challenges I brought on board a new vendor, redesigned packaging, and conducted research and development cycle testing. As a result of my efforts, I was able to build and launch 2 new hair tie products from scratch and submitted a patent in record time. The products received immense market approval while driving immediate revenue for the company.

Washington D.C. Metro Area

• OPERATIONS MANAGEMENT: Architected IT infrastructure network and wifi setup for Excelicon DC office. Led transition to company-wide ID/Access cards for staff including purchasing, setup, registration, printing, onboarding and off-boarding card protocols, streamlining access control and identification.• CLIENT DELIVERY: Supported 100 clients in two office locations and additional remote users, averaging 20-40 helpdesk tickets per week.• NETWORK SECURITY: Implemented phishing simulation program (including automated reporting) to teach staff to recognize phishing and spam emails, slashing the number of phishing emails answered and reducing the IT staff’s workload significantly.• IMAGING: Implemented InTune & Mosyle to reduce deployment time for PCs and Macs, respectively.• PROJECT MANAGEMENT: Lead company-wide deployments of OneDrive, which provided data backup for disaster recovery and Comodo Client Security which provided endpoint security and malware inoculation. Deployed Mosyle Mac management, Apple Business Manager and Apple Ecommerce, which together significantly streamlined purchase, setup and deployment of Macs to end users.• TECHNICAL LEAD: Led organization-wide end-to-end process to successfully achieve ISO-27001 certification, addressing organizational cyber and physical security. Lead architecture of FedRamp Medium environment on AWS GovCloud, which enabled Excelicon to present software prototypes to potential government clients.• INTERNAL COMMUNICATIONS: Instituted monthly IT columns for Excelicon’s newsletter, increasing staffs’ knowledge of best IT and cybersecurity practices. Created and presented remote and in-person software training for staff and management, supporting migration from MS Skype to Teams. Created repository of standard operating guides for IT issues for staff, leading to reduced helpdesk tickets.

Washington D.C. Metro Area

“Creating Solutions That Move Technology Forward”www.avantidesigndev.comAssist with modeling, prototyping, user experience design and business development for clients in scientific instruments, medical devices and life science companies.

Alexandria, Virginia

Product Development ✔Design and develop sketches, renderings, and physical mockups of new products ✔Provide guidance on completing Provisional, Design and Utility Patent applicationsResearch and Development ✔Source manufacturers, materials, and markets for the best manufacturing options ✔Test durability, ergonomics, and user experience with rigorous methodology

Fairfax, Virginia

• HELPDESK OPERATIONS: Supported 300+ on-site and remote staff with hardware and software.• PROCUREMENT AND ACQUISITION: Served as department lead for procurement and disposal/surplus of computer hardware and accessories. (only member of department with purchase card)• INTERNAL COMMUNICATIONS: Served as department lead for in-person software and hardware training for staff and management. Created guides to conference room equipment operation.

Alexandria, Virginia

At the United States Patent and Trademark Office, I worked with the primary patent examiner to review international and national design patent applications. I reviewed 21 applications that included design topics like wear plates, belts, and brooms. My main challenge here was processing applications that were original and unique. To achieve this, I conducted extensive online and database research and compared applications with defined patent requirements.

Springfield, Virginia

At Nomadic Display, I was involved in managing several custom exhibits from quote to manufacturing and deployment, new product development, and creating CAD assembly manuals. I worked with the project management, graphics, assembly, and metal and wood teams, developed product demonstrations and drawings for off-shore manufacturers, and collaborated with the distributor to incorporate scope-related changes. Due to my contributions, I was not only able to launch a cost-effective line of pre-made exhibits but also developed useful product setup instructions, videos, and renderings for the Inspire and Hangten exhibits. Skills: Sketches, 3D models, physical mockups, and prototypes in aluminum and fiberboard, CAD assembly manuals.

Chantilly, Va

✔Measured, edited, and built models of server hardware in Solidworks✔Maintained Germane Systems’ Solidworks part database (EPDM)

Manassas, Va

EarthWalk Communications is a leading classroom technology solutions provider to schools across US. At this company, I was involved in a 3-month project to develop mobile computer carts. I worked with a team of 6 to create sketches, 3D models, and project prototypes. The main challenge that I addressed here was producing a size to accommodate all cart components including laptop storage, gas links, and other educational tools. For this purpose, I prototyped a 2x4s design, finalized an easy-to-manufacture model, and delivered the niche project within the assigned deadline.

Malvern, Pa

I was part of the Momentum Dynamics team that developed and pitched high-power inductive charging product prototypes to potential automotive and transportation investors. My key contribution here included securing a major investor by bringing investors on-board with the proposed product design. To do so, I created 3D models/renderings in Solidworks, videos in Flash, and working prototypes.

Philadelphia, Pa

✔Updated promotional materials ✔Increased readability of graphs and graphics

Blacksburg, Va

✔ Estimated costs, met with local partners, and pitched business plan for sustainable to-go restaurant