Jacob Henley Email & Phone Number

Charlotte, Nc, Us

Lake Mary, Florida, United States

- Responsible for accurate ticket routing using the ServiceNow ticketing system, ensuring swift resolution of client issues.- Engage with technical teams to address and resolve issues, guaranteeing client satisfaction and operational continuity.- Oversee the maintenance and functionality of hosted applications on a private cloud environment, focusing on server and infrastructure reliability.- Proficient in ServiceNow for ticket management, emphasizing rapid response and issue tracking.- Expertise in analyzing and approving SQL code for database operations, ensuring data integrity and optimal performance.- Familiarity with hosting environments and infrastructure maintenance, capable of managing both in a high-demand setting.

Charlotte, North Carolina, United States

Developed and implemented data compliance strategies to ensure adherence to industry regulations and standards, maintaining the highest level of cybersecurity protection.Developed and implemented compliance strategies to meet industry regulations, ensuring top-tier cybersecurity protection.Conducted audits to identify vulnerabilities and recommend improvements, reducing data breach risks.Collaborated with teams to design security protocols for AI systems, safeguarding against cyber threats.Trained employees on data security best practices, fostering a culture of security awareness.Led incident response efforts, minimizing damage from security incidents.Stayed current on emerging cybersecurity threats to keep Brandgears AI ahead of risks

Remote

Deland, Florida, United States

-Provided IT support for audio/visual presentations during church services and events, ensuring seamless operation of sound mixers and projectors.-Offered application support for the church's front office staff, assisting with software troubleshooting and providing guidance on optimizing software usage.Delivered hardware support, including troubleshooting and maintenance of computer systems and peripherals, to enhance the efficiency of church operations.-Managed and maintained antivirus software, regularly updating virus definitions and conducting system scans to protect against malware threats.Collaborated with church staff and volunteers to understand their technology needs and provided solutions to improve overall IT functionality.-Assisted in the setup and configuration of audio/visual equipment for special events and presentations, ensuring high-quality audio and visual experiences.-Trained church staff and volunteers on the proper use of IT equipment and software applications.-Acted as a point of contact for IT-related inquiries and issues, offering timely and effective solutions to ensure the smooth operation of church activities.

Deland, Florida, United States

Provided technical assistance to customers through phone and email.Documented 95% of customer inquiries and solutions systematically in a ticketing system.Analyzed computer issues, identifying root causes and implementing effective solutions with a success rate of90%.Diagnosed and resolved hardware and software problems on Windows and Mac OS platforms with an efficiencyof 98%.Installed operating systems, applications, and related hardware components

Deland, Florida, United States

Managed user accounts in the Active Directory environment, ensuring adherence to company security policies.Responded promptly to critical situations like server failures or data loss incidents.Conducted thorough pre-launch testing on new products and services to ensure compliance with qualitystandards.Facilitated training sessions for end-users on specific software applications and other IT-related topics.Led the development of strategies to enhance overall system performance through capacity planning andoptimization techniques.

Diagnostic Protocol ImplementationTroubleshooting and Diagnostics onhardware(laptop,desktop)Assess condition of devices and give value based onestimationTroubleshoot software related issues with OS(windows,linux, and MAC OS)

Remote

Analyzed support cases to ensure technical accuracy and identify necessary process improvements.Assisted a percentage of customers with various technical issues through email, live chat, and telephone.Developed and implemented new troubleshooting processes, with the goal of enhancing efficiency and customersatisfaction while reducing costs.Acted as the initial point of contact for a percentage of incoming technical service calls and emails.Identified opportunities to promote technical products and services, contributing to an increase in revenuesfrom a percentage of existing accounts

Remote

Collaborated with technical teams to define and achieve specific goals and objectives for system improvementsand upgrades.Implemented proactive monitoring procedures and tools to identify and prevent potential issues.Cultivated and sustained robust customer relationships, ensuring adherence to quality expectations.Worked collaboratively with internal teams to deliver precise information to customers and manage serviceaccounts.Provided technical demonstrations to enhance customer understanding of products, components, and systems

Vandenberg Village, California, United States

Provided physical security and law enforcement services for the protection of military personnel, facilities, andresources.Inspected work areas, resulting in improved adherence to and maintenance of safety standards.Enforced applicable laws, regulations, policies, procedures, and orders in accordance with the Uniform Code ofMilitary Justice.Supervised military police activities, overseeing patrol operations, traffic control points, and special events.Responded promptly to emergencies, including natural disasters or civil disturbances, implementing effectivecrisis management

Mason, Ohio, United States

Managed various age groups from ages 6 years old to 12 - Trained andguided swimming assistants on proper teaching techniques - Trainedin-pool safety instructions and provided special attention to those whoexperienced difficulty learning.Developed personal relationships with customers.Helped advertise the company at local events by dressing up as mascotand interacting with the community.