JAKOB COONEY3637 Beluga Lane, Indianapolis, IN 46214 (317) 909-3842 ∙ ∙ jakobcooney@yahoo.com

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PROFILEForward-thinking IT professional specializing in networks, Tier I/Tier II support. Earning progressive security-oriented certifications. Efficient in handling multiple project priorities with the ability to ensure a quality customer experience. Innovative problem solver with a commitment to achieve and exceed goals set forth by customers and administration.

TECHNICAL COMPETENCIES PC Hardware and Software Identify Requirements for Computers Find and Match Components for Compatibility Develop Plans for Backup and Recovery Back up and Recover Lost Data Recover Files via Shadow Copies Recover Files via Previous Versions Microsoft Outlook 2007-2010 Microsoft Word 2007-2010 Microsoft PowerPoint 2007-2010 Notepad Microsoft WordPad Troubleshoot Hardware Issues Identify and Isolate Failing Components Installing New Components Cleaning and Replacing Damaged Parts Built Gaming Computer Setup 3 Screen Desktop

Create Dual Boot PCs Network Troubleshooting Identify Errors Within Networks Build Logical Networks Connect Physical Networks Subnet into Multiple Networks Windows 7 (Starter to Enterprise) Windows 8 professional Minimal Windows 8.1 professional Windows Vista Windows 95 - XP Minimal Linux Experience (Ubuntu) Virtual Machines Hyper-V VMWare Remote Desktop Support Identify and Quarantine Malware Anti-Spyware and Anti-Malware

EDUCATION AND CERTIFICATIONS

My Computer Career: Indianapolis, IN – MCSA Certification Program, 2013 - 2014Certifications Achieved Security + CompTIA A+ CompTIA Network+ Microsoft Technology Associate (MTA): Networking, Security, Operating Systems Barracuda Certified System Engineer

Certification in Progress CCNA CCNA Security

Certified Ethical Hacker (CEH)

Ivy Tech Community College – Indianapolis, IN 12/2010Certificate, Logistics

IT FIELD EXPERIENCE

Electronic Strategies Inc. (ESI) – Indianapolis, IN 4/2014 to PresentIT Service Engineer

Managing multiple sites with managing software (AVG Level) Providing Tier 1 and Tier 2 support on products supported by ESI First point of contact from little to critical incidents Troubleshooting issues remotely and onsite Documenting all steps taken to resolve issues Learning software used by clients Contacting support for clients as representatives to troubleshoot occurring problems Fielding calls and directing people to locations where someone needs to be onsite Gathering as much info as possible to relay to consultants (tier 3) when escalations are needed Troubleshooting network connections for desktops, laptops, mobile devices, and servers Creating new user accounts and mailboxes Managing users with Office 365 (licensing, aliases, and forwarding) Learn new material quickly to convey it to the customer Managing users through Citrix applications (Greenway, Allscripts, AppCenter) Navigating VSphere environments to troubleshoot basic issues Installing server updates and confirming all software is working correctly Using OneNote as a database for client information Triaging emails to keep everyone up to date with ongoing issues Following up on service orders that have not been completed Using tools like Hiren’s Disc to troubleshoot issues Virus removal remotely and onsite Troubleshooting hardware issues on desktops and laptops Using BeAnywhere software for remote support

Bell Techlogix – Indianapolis, IN 11/2013 to 4/2014IT Support Analyst

Supporting client L-3 Communications (government defense contractor) Answer phones in a timely manner Diagnosis and troubleshooting of end user support issues Confidently explaining what is happening and how to fix issue Comprehending what needs to be done and documenting each step of process Navigate multiple databases such as Active Directory (AD) Active Directory Application Mode (ADAM) Communicate complex issues to non-technical staff and clients. Remote in to Term Server via Remote Desktop (RDP) Navigate Remedy ticketing system Use multiple authentication checks (token codes, USB dongles, etc.) Troubleshoot authentication methods

QUALIFICATIONS

INFORMATION TECHNOLOGY SKILLS Build a computer from scratch Troubleshoot and repair computers including both hardware and software Ability to make computers run faster and more efficient Backup and restore computers Create programs compatible with any windows OS Resolve problems with computers both in person and remotely depending on the situation Troubleshoot and repair network connections Create network connections (WAN,LAN, and PAN) Set file and folder sharing on an open network with permissions Increase the security of a wireless network Connect users together on a homegroup network

CUSTOMER SERVICE AND PROFESSIONAL SKILLS Great communication skills online, over the phone, and in person Able to function under high stress situations Quickly process and understand information Able to explain to users why their computer is not working in words they can understand Excellent time management skills Can figure out complex situations by problem solving skills Teach users how to protect their computers from malware, spyware, and phisers

PROFESSIONAL EXPERIENCE

FedEx – Package Handler 11/2012 to 05/2013US Security Associates – Security 2012JW Marriot – Banquet House Associate 2011 to 2012BrightHouse – Warehouse Associate Summer 2011