Daniel A. Jacobson
...as for me and my house,
we will serve the LORD.
Joshua 24:15b
PROFESSIONAL SUMMARY
CompTIA A+ CE Certified Desktop Support Technician with extensive experience providing Tier II technical support for government, manufacturing, publishing, and corporate organizations. Skilled in troubleshooting Windows workstations, hardware, software, Microsoft Windows operating system deployments, remote desktop support, and end-user training. Recognized for delivering dependable customer service, maintaining high ethical standards, and taking pride in helping users successfully accomplish their work.
CORE COMPETENCIES
- Tier II End User Support
- Network Connectivity
- Operating System Migrations
- Remote Desktop Support
- Technical Documentation
- Technical Problem Solving
TECHNICAL SKILLS
- Active Directory (Intermediate)
- CAT5 Cabling
- Desktop & Laptop Setup
- Hardware & Software Troubleshooting
- Password Resets & Permissions
- PC Imaging & Deployment
- Remote Desktop Support
- Routers, Switches & Wi-Fi
- Ticketing Software
- User Account Administration
- Windows Batch Programming
- Windows PC Operating Systems
PROFESSIONAL EXPERIENCE
Desktop Support Technician (Contract Assignments)
Various Temp Agencies | Kansas City, MO Metro Area | February 2014 -June 2021
Provided Tier II desktop support through temporary contract assignments for multiple
organizations while pursuing a permanent IT support position.
End Clients:
US Army Corps of Engineers, Internal Revenue Service, Children's Mercy Hospital, Saint Luke's Hospital, Harley-Davidson, Sprint, Kansas City Star, Wells Fargo, US Air Force, and Allstate.
Key Responsibilities
-
Assisted end users with hardware, software, and Microsoft Windows operating
system issues
- Configured desktop hardware, peripherals, printers, and network connections
-
Created and managed Active Directory user accounts, permissions, and password
resets
-
Installed, configured, and upgraded desktop and laptop computers, operating
systems, and software
-
Performed Microsoft Windows operating system upgrades and migration projects
-
Provided one on one technical support and training to end users working both remotely and on site
-
Read technical documentation and performed computer diagnostics to investigate
and resolve user issues
-
Referred major hardware or software issues to vendors or technicians when
appropriate
-
Used ticketing systems to document technical issues, work completed, and
resolutions
Selected Accomplishments
- Developed procedures that programmed handheld scanners 90% faster
-
Remotely supported users during the COVID-19 pandemic using remote desktop
tools while assigned to the US Army Corps of Engineers
-
Upgraded hundreds of computer operating systems for Children's Mercy Hospital
and effectively worked around end users' schedules to expedite the process and
reduced downtime
PROFESSIONAL DEVELOPMENT
December 2021 - Present
Dedicated this period to expanding technical knowledge through self-directed learning, and hands-on practice while preparing for the next IT support opportunity.
- Ongoing self-directed technical coursework through Coursera
- Maintaining technical knowledge through hands-on practice, internet research and continued reading
MILITARY EXPERIENCE
United States Air Force Veteran
- Honorable Discharge
EDUCATION
New Horizons - Overland Park, KS
- CompTIA A+ Certification Preparation
- Network+ Coursework
Coursera - Coursera
- Online
- Continuing technical education through various self-directed Coursera coursework
Electronic Computer Programming Institute
- Kansas City, Missouri
- Computer Programming
- Fundamentals of Data Processing
ADDITIONAL IT EXPERIENCE
- Upgraded computers to Windows 11
- Installed Linux Mint on older computers that did not meet Windows 11 hardware requirements
Personal Web Site:
www.dajonline.net