Daniel A. Jacobson

...as for me and my house, we will serve the LORD. Joshua 24:15b

Desktop Support Technician | Tier II IT Support | End User Support Specialist

(816) 461-0453 | Independence, MO
djacobson@dajonline.com | www.linkedin.com/in/dajonline | www.dajonline.net/resume

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

TECHNICAL SKILLS

CERTIFICATIONS

• CompTIA A+ CE (Current)

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

Production, Technical Maintenance & Desktop Support

H&H Color Lab | Raytown, MO | August 1992 - January 2014

Started as a Photo Printing Machine Operator and Paper Processor Operator before transitioning into technical maintenance and desktop support responsibilities.