Sam Jacob Jr. Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

Administered Tier 1 and Tier 2 level support to mainly support the Chicago Office while supporting branch locations located London, Singapore and India. Communicated efficiently with Slack channels and Cisco Webex. Tier 1 support responsibilities include Mac / Windows / Linux Support, New Hire / Termination tasks such as user setup using systems such as Cisco Webex Admin and Gsuite. Effectively used Ticket Management and documentation via Jira. Ordered new Hardwire and office supplies and documented User’s inventory with ServiceNow. Tier 2 tasks include managing rrds pools on Microsoft Server, patching and permissions with AWS, Monitoring Network with Meraki and Pal Alto,, Created development linux and windows virtual machines and created shared virtual environments., Escalated tasks to Tier 3 (System / Network Engineering) when necessary.• Supported approximately 450 users by providing five-star service• Deployed 120 users to their new offices during the transition from work-from-home to hybrid schedules• Assisted in setup for Fia Expo helping Trading Technologies showcase their product, aiding them get more clientele• Interviewed multiple candidates for service desk

Chicago, Illinois, United States

Served as main onsite engineer for two offices as well providing remote support to five other attorney-owned branch campuses. Replicate user environments via remote desktop applications to identify and resolve technical issues. Remediated multiple application issues by restarting windows services, deleted cache files, and used scripts to reinstall applications. Set-up multiple conference meetings: used tools such as TMS (Telepresence Meeting Suite) to run WebEx meetings through conferencing equipment. Assisted in planning office move by coordinating with other departments in the firm as well as vendors. • Supported approximately 750 users by providing five-star service• Deployed 50 users to their new offices during the transition from work-from-home to hybrid schedules

Wheaton, Illinois, United States

Deliver high-level troubleshooting to 50 corporate office and small business clients. Assess customer needs and recommend solutions in partnership with sales teams. Replicate user environments via remote desktop and RMM applications to identify and resolve technical issues. Detect and remediate security risks through periodic malware and virus scanning, computer reimaging, dark web monitoring, and multifactor authentication. Implement new user setups including new workstation setup, licensing setup, new Office 365 applications, new peripherals, and other software. Triage tickets, schedule service calls, and provide superior customer service.• Met or exceeded all service level agreements (SLAs) through five-star service.

Provided technical support to 20+ park district and school district locations. Partnered with third-party vendors to implement strategies for onsite devices and web interfaces that enhanced business objectives. Enabled financial directors with strategy development for new technology deployment. Implemented user account modifications, group policies, content filtering, app restrictions, and VPN management.

Riverside, California

Supported professors with technological troubleshooting and audio visual support.

Greater Chicago Area

Prepared RFPs, contracts, purchase orders, and invoices for $4M, two-year real estate projects.