Jake Kumar Email & Phone Number

Mclean, Virginia, Us

Mclean, Virginia, Us

-Midwest Service Desk Team Lead since Aug 2021-Microsoft Certified M365 Global Administrator-Domain Administration for Orgs on Windows Server OS with and without Dir Sync, Cloud only, and Hybrid Orgs on Azure AD -AAD and Endpoint Administration working with configuration profiles for one touch deployment (Formerly Intune) for MDM & MAM for personal devices -Application support with vendor engagement when necessary for various COTS software including but not limited to; Sage, Trimble, Solidworks, Reuters, QB, Autodesk, and Adobe-Apple Certified OS-X Pro Support for clients with and without MDM (Using Addigy for MDM)-Systems monitoring, remote assist & management including backup/restore services-Fortigate and Sonicwall FW administration-Technical writer for IT-Glue KB and End User documentation for distribution**Team Lead and Management support tasks** -Actively monitor unassigned queue, manage case priorities and ping Teams chat to request next available tech to address urgencies Manage escalations by:--Determining if correct and sufficient troubleshooting has been conducted --Determining where case needs to go next based on complexity, scope, priority, and ability for remote resolution -Get to know the Team, build relationships, facilitate cohesion and Team camaraderie -Interface with other departments and managers by building relationships and working together to help each other better support our Engineers and Clients-Identify bottle necks and inefficient processes. Recommend and assist in implementing solutions and improvements-Assist in case review for any case with negative survey feedback -Identify learning opportunities for the Team based on need and market

London, Gb

•Collaboratively supported and oversaw IT operations in all US and Canadian offices with MSP and engaged in CSI (Continual Service Improvement) •Managed and tracked projects, problems, and incidents with Service Now and Clarizen•Traveled nationwide including Canada for systems maintenance, upgrades, and installations at our sister offices•Created and edited internal and end user training documentation for run books, processes, applications, and IT tools•Collaborated and liaised with systems and network engineers for device configs, upgrades, troubleshooting, testing, and maintenance•Provided IT systems onboarding and application training to joiners •Generated and analyzed monthly problem and incident reports and created business presentation decks with PPTX for BRMs (Business Relationship Managers) and CIO

Chicago, Il, Us

• Provided Multi-Tier support for OS X, Win10, iOS using Salesforce for ticketing system.• Provided Crestron AV & lighting systems support • Participated on and managed small to medium scale projects using Confluence and Excel• Configured and administered O365, TalkDesk VOIP telephony, and Creative Cloud for Teams • Utilized SCCM for end user device administration • Followed company "Do More with Less" philosophy following ITIL best practices

London, England, Gb

• Collaboratively provided time-sensitive and on-demand support for systems, Polycom AV, and 100+ applications (tracked and managed on BMC Remedy)• Managed devices with Symantec Software Manager & Altiris • Supported critical trading applications including Reuters Eikon, Web-Ice, Next Gen, and Bloomberg• Our team eliminated 90% of inherited SLA breached tickets within two months and have increased efficiency to resolving incidents within SLA 95% of the time.

Chicago, Il, Us

• Installed data center infrastructure from ground up including cabling, servers, switches, Appliances, SANS, & PDUs and setup/configured RAID with OS installation. • Administered and supported OS X, Windows 7 and Server 2012 including Hyper-V and VMware utilizing V-Sphere 6, and Citrix XenApp• Managed Dell & HP servers using iDRAC/iLo and Open Manage • Created detailed network layout drawings and mapping with Visio• Worked directly with Sr. PM to create SOW, task assignment, and schedules, and risk identification• Executed critical path tasks efficiently as possible and worked extra hours as necessary to ensure projects were delivered on time and on budget meeting quality metrics • Continually performed risk assessment and mitigation and created documentation for presentation• Performed monthly system audits for CPU usage, RAM and bandwidth utilization, and recommended upgrades as necessary to maintain baseline or increase performance• *Overall, wore multiple hats and provided support in multiple areas of the business taking ownership of issues and being fully accountable*

• Performed design studies and worked with customers on desired and recommended needs for home remodeling projects• Procured resources and negotiated with vendors and sub-contractors • Managed and monitored projects throughout life cycle & mentored and trained Jr. Contractors• Sent daily status updates to stakeholders with estimate to complete time and cost information every three to four days • Successfully delivered 30+ projects on time and on budget• Provided technical support for Windows 7 and Mac • Created monthly and annual expense statements using Quicken and Excel• Performed minor to moderate property maintenance and repair• Managed a portfolio of $5M worth of rental properties for investors including condominiums in Downtown Chicago, single family and town homes in the suburbs

Bachelor Of Science (Bs), Computer Science

Study Abroad Program For Spain Immersion., Field Of Study: Humanities And Sociology