Roy Jacobs Email & Phone Number

Pittsburgh, Pa, Us

Pittsburgh, Pa, Us

Pittsburgh, Pa, Us

*Created automated dashboards for management and other personnel to review metrics and process flow of labeling tasks throughout the labeling pipeline*Analyzed metrics from first-level offshore team to optimize their labeling task performance*Created utilities to assist labeling team in researching issues with completed assignments

*Self taught Google reporting suite/Looker*Volunteered at Two Tenths Speed and Agility to assist with data analytics.*Created automated QR based athlete registration and attendance system for Two Tenths Speed and Agility.

Monroeville, Pa, Us

*Provided managed services and support for over 100 companies in Southwestern PA, including domain administration, hardware/software/application support, remote access support, smartphone support, and training of new administrators as needed*Served as Windows 8 Subject Matter Expert and Mac OS Subject Matter Expert.*Responded to and resolved urgent alerts regarding server health.

*Created custom Crystal Reports for use in KPI reporting and other ad-hoc functions for Service Desk Management at EDMC*Modified and updated existing Crystal Reports for use in KPI, weekly, MQY, and fiscal year reporting for Service Desk Management*Provided regularly scheduled HIPATH Procenter reporting for KPI, weekly, MQY, and fiscal year reporting for Service Desk Management*Analyzed report output to identify trends and projections for call volume, Service Levels, and other relevant data*Assisted in on-boarding of new products*Developed documentation for Service Desk/technical support for process flows and troubleshooting of new products

*Provided first-level support for Del Monte corporate customers in North America for domain administration, Microsoft Exchange administration, Microsoft Office 2007, AS400 mainframe password administration and printer maintenance, maintenance of HP and Ricoh printers, Cisco VPN software, desktop and laptop PC and operating system maintenance.*Acted as first point of contact for escalation of production-affecting issues, shipping problems, network/phone outages, and interaction with Tier II and III support personnel.

*Provided first-level support via phone and email for attorneys and administrative staff for Buchanan Ingersoll & Rooney for proprietary applications, remote connectivity via Citrix or VPN, general user administration via Active Directory and hardware, including desktops and laptops running Windows XP SP2 and/or Vista and Office 2003 Professional, Ricoh and HP network printers, and Blackberry handheld devices.

*Provided first-level support for Mellon corporate customers in North America, Europe and India locations for NT/2000 domain administration, Microsoft Exchange administration, Office 97/2000/2003, IBM mainframe password administration and printer maintenance, NT/2000 maintenance of HP, Epson, and Xerox printers, UNIX account administration, Cisco VPN software, Pointsec software, individual applications pertaining to various lines of Mellon business, NT/2000 desktop and laptop PC and operating system maintenance.; Acted as first point of contact for escalation of production-affecting issues, network/phone outages, and interaction with external clients and internal escalation queues.

Markham, Ontario, Ca

*Created customized XSLT transformations to allow interaction between the software used by real estate vendors, customers and subscribers with proprietary GATORS and Genesis interfaces.*Responsible for troubleshooting connectivity issues and failed transactions on Sybase and Microsoft databases.*Assisted vendors, subscribers, and customers in integrating to new custom API specifications*Provided second-level support for helpdesk technicians, quality assurance staff, and Genesis programming teams*Served as API Subject Matter Expert*Provided training on use of Fiorano transformation suite, XSLT, and XML to other Integration Coordinators

*Created customized XSLT transformations to allow interaction between the software used by real estate vendors, customers and subscribers with proprietary GATORS interface, NT/2000 desktop and laptop PC and operating system maintenance.*Responsible for troubleshooting connectivity issues and failed transactions on Sybase and Microsoft databases.*Assisted vendors, subscribers, and customers in integrating to new custom API specification.*Provided second-level support for helpdesk technicians.

*Provided phone support to nation-wide hospital network for a range of proprietary robotics and medication packaging systems, medical document transmission systems, and portable handheld systems, running Windows NT 4.0, Windows 2000, DOS, and proprietary software packages.*Responsible for remotely assisting sites in maintenance of SQL databases and hospital interface systems.*Dispatched field service engineers for repair and maintenance of robotic systems, packaging devices, and workstation/server replacements

*Provided first-level support for Alcoa corporate customers in North America for NT/2000 domain administration, Microsoft Exchange administration, Office 97/2000, IBM mainframe password administration and printer maintenance, NT/2000 maintenance of HP, Epson, and Sharp printers, UNIX account administration, Cisco VPN software, RAS connections for NT, NT/2000 desktop and laptop PC and operating system maintenance.*Acted as first point of contact for escalation of production-affecting issues, shipping problems, network/phone outages, and interaction with Tier II and III support personnel.

Dallas, Tx, Us

*Worked as Tier II DSL Network Technician for Worldnet High Speed Services.*Provided network/telephone support for initial rollout of residential DSL service in NYC/TX/CA.*Fulfilled duties as helpdesk to Tier I agents, interactive testing of voice/data circuits with frame and dispatch technicians*Worked as MacOS Subject Matter Expert for DSL and dial-up internet configuration and support issues