Jacob Welch Email & Phone Number

Hawley, Mn, Us

Remote

Streamlining the Onboard/Offboard process through multiple departments along with computer setup and documentation. Device Inventory updating and reportingReducing ticket count in the Help Desk queue by managing the tickets to the correct help desk personnel within ManageEngineAdministrating users in SaaS and applications such as Okta, M365, Zoom, Slack, Azure, DevOps, Intune, JAMF, Mimecast, Netskope, etcConfiguring automated updates for computers and other devices via Intune and JAMFWorking with outside customers on setting up SFTP connectionsProject Management for migrating systems such as Google Suite to M365Communicating changes to the company as neededAssisting with change management needs

Managing relations with 3rd party hardware vendors with ordering and supplying employees devices upon on-boarding along with retrieval of devices upon off-boarding.Reporting on costs to the company on purchasing of hardware and licensing.Communicating with all of the companies departments on hardware requirements for go live sites and employees. Managing remote inventory of devices, profiles, and deployments. Managing devices with programs such as Apple Business Manager, Meraki MDM, and Mosyle. Fielding help desk tickets for MacOS, iOS, and Windows devices.Assisting users with software such as Okta, Slack, Gmail, sFax, Office 365, and other miscellaneous programs.

Boise, Idaho, United States

Zendesk Sell Administrator - Purchasing, implementation, and overall administrator.Zendesk Support Administrator - Purchasing, implementation, and overall administrator. Slack AdministratorFastSpring Administrator - Implantation of new products, systems integrations, strategy of future use for ease of purchasing for customers.Voip.ms Administrator - Setting up extensions for new employees, making changes to the phone system as needed.General support for PingPlotter, PingPlotter Cloud, Multiping, and Sidekick.

Boise, Idaho Area

(Softwares/Applications/OS: Server 2008 R2, Server 2016, ManageEngine,ConnectWise, Microsoft 365, Exchange Online/Azure AD/Teams, Windows 7,Windows 10)• Provided support for implementation, troubleshooting, and maintenance of ITsystems.• Made recommendations to purchase hardware, software, and systemcomponents.• Collaborated with colleagues to achieve continuous improvement of devicesand systems.• Provided system support to personnel administering and developingapplications.• Assist with documentation of departmental procedures and project work.• Setup detailed user access control and system security at the object level.• Maintain up-to-date system documentation for all responsible systems.

Dallas/Fort Worth Area

(Softwares/Applications/OS: Windows 7, Windows 8.1, Windows 10, Dell Kace,PDQ Inventory/Deploy, Powershell, Webex, Bomgar, Logmein, Zoom, Microsoft365, Azure AD, Exchange Online, Teams, Airwatch/Workspace One, Intune, CiscoAny-connect, Cisco Meraki)• Completed detailed reports listing requests to technical assistance, stepstaken to resolve them, and the specific dates/individuals involved• Acted as the initial point of contact for all computer and system-relatedconcerns from clients or other employees• Assisted management in creating training materials pertaining to computertroubleshooting and usage• Maintained a working log detailed all required system updates, as well as thedate of completion• Attended in-person meetings with clients to analyze, troubleshoot anddiagnose hardware problems• Resolved technical issues related to network interruptions• Installed and configured computer systems and applications within thecompany

Dallas, Tx

(Windows XP, Windows Vista, Windows 7, Avaya Phone System, Active Directory,Group Policy, Symantec, Vipre, Server 2008 RC2, Server 2012 R2, Office 2010,WebEx, Logmein)• Managed and maintained the company's technological equipment, such ascomputers, tablets, and smartphones.• Ensured that company devices interconnect with file servers, email servers,and financial systems seamlessly.• Installed, upgraded, and managed software and hardware on companydevices.• Managed all software licensing.• Kept an inventory of all company electronic assets.• Provided staff with training on how to use hardware, software, andcloud-based services.• Created instructions for program installation sequences.• Performed backups and restored lost data as needed.• Evaluated and recommended software purchases to the management.

Granbury, Tx

(Softwares/Applications/OS: Linux, AIX, SCO, Webex, Remote Desktop, SSH, Telnet)• Interviewed clients to gather information useful in providingrecommendations and solutions to a technical problem• Installed, configured, and troubleshoot computer systems, servers, andnetwork issues• Provided daily technical support services for information technologyestablishments• Received customer calls to provide step-by-step guidelines for the resolutionof a technical issue• Documented and tracked customer issues using a ticketing system to ensurequick resolution