Jacob Guy Email & Phone Number

Atlanta, Georgia, US

Atlanta, Georgia, US

Kennesaw, Georgia, US

• Manage IT Service Desk Team, consisting of 7 employees. Provide support and serve as point of escalations for corporate, store and distribution center (1,100) employees.
• Management of ticketing system & assigning work. Within my first six months, drove down open tickets in queue for Service Desk from 140 to 60.
• Redesign IT Service Desk from a flat, un-tiered hierarchy to a layered approach, including Level 1, 2 and escalation technicians / team leads.
• Project management, design and implementation of NinjaOne Remote Monitoring and Management (RMM). Rollout of product to 2500+ workstations for proactive workstation management.
• Project management, design and implementation of Jira Service Management & Confluence. Rollout of product to over one hundred technicians in twenty-five teams.
• Project management, design and implementation of replacing 1000+ outdated Windows 7 workstations with new hardware across 240 store locations and 21 Distribution Centers.

Atlanta, Georgia, US

• Support for multiple companies, including Edible Arrangements, BerryDirect, Naranga & Netsolace’s corporate offices. In total, supporting over 450+ multi-site employees within the US & Internationally.
• Currently lead a team of 3 IT technicians, while acting as the point of escalations for all IT issues.
• Level III troubleshooting of Windows Server (2012-2019) within Azure. Helped to migrate all existing (50+) on-premises servers to Azure infrastructure.
• Primary engineer responsible for Active Directory / Azure AD & Group Policy management.
• ConnectWise (Automate & Manage) research & implementation for RMM Help Desk solution.
• Help maintain network infrastructure within the Atlanta corporate office (Cisco Meraki).

Ramsey, NJ, US

• Altuscio Networks acquired by All Covered. Current title reflects Support Specialist II, or better known as a Field Engineer (Level 2).
• Primary On-Site IT Engineer for two clients - Supporting over 150 employees in a multi-site recruiting firm, as well as over fifty users in a specialized medical practice.
• In-depth troubleshooting of Windows Servers (2000-2016, including SBS), Networking (Wired and Wireless), as well as Desktops/Laptops/Thin Clients running Windows 2000 to Windows 8.1.
• Mobile device support (iOS, Android, Blackberry)
• All support tickets written with impeccable detail to be logged in our incident management system, as well as the creation of knowledge base articles / technical write-ups to help alleviate ongoing technical issues.
• Work with a broad range of small to medium businesses in the field for emergency and non-critical technical issues.

Woodstock, Georgia, US

• Primary On-Site IT Engineer for two clients, supporting over 150 multi-site employees of a Fortune 5000, as well as over fifty users in a specialized medical practice.
• In-depth troubleshooting of Windows Servers (2000-2012, including SBS), Networking (Wired and Wireless), as well as Desktops/Laptops/Thin Clients running Windows 2000 to Windows 8.1.
• Mobile device support (iOS, Blackberry, Android)
• All support tickets written with impeccable detail to be logged in our ConnectWise system, as well as creation of knowledge base articles to help alleviate ongoing technical issues for other engineers to review.
• Work with a broad range of small to medium businesses in the field for emergency and non-critical technical issues.
• Active Directory & Group Policy implementation, supporting day-to-day changes and configuration/implementation of group policy when applicable.

• Oversee the daily performance and proactive upkeep of Windows and Mac systems via MSP solution systems such as ConnectWise and LabTech. ° 9x5 Support for many small businesses around the greater Atlanta area, including.
• Allworx, Zultys and Mitel VOIP systems support including general upkeep, setup and configuration changes.
• Small Business migrations to Office 365 from exchange platforms or other cloud providers.
• Answer client inquiries via SLAs regarding software or hardware diagnosis to resolve problems. Troubleshooting accomplished 90% remotely, 10% on-site.
• Emergency issues resolved after-hours/weekend support as needed.
• Monitor automated ticket flow created by servers/workstations via ConnectWise and LabTech to proactively prevent hardware failure and data loss.

• Maintained day to day server upkeep for eight Windows Servers, ranging from Windows 2000 to Windows 2008 R2, including Exchange Server 2010 on premise.
• Supported QuickBooks Enterprise, Windows 2008 Domain Controllers, Active Directory and Group Policy implementation.
• Oversaw the daily performance of computer systems of fifty employees and their mobile devices / laptops.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform adequate repairs to hardware, software, or peripheral equipment, following design or installation specifications.