Jacob Durham
IT Support Analyst II (Lead Infrastructure Engineer)
  • Seattle,
  • Washington,
  • United States
Member Since: 2018/04/24
Industry: Medical/Health
Top Skills:
Tech Certifications:
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Systems Administrator

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Activity
Points this month10,833
Total points119,305
Questions: 9
Solutions: 54
Articles: 2
Videos:
Courses:
Posts:
Live: 2
Professional Background
IT Support Analyst II (Lead Infrastructure Engineer)
Sound (SMH)
May 2018 – Present
Tukwila, WA
•      Manage virtual and physical servers with Windows Server 2003 – 2012 R2 and RHEL operating systems
•      Manage Active Directory, Microsoft Office 365, and server and workstation patching with SCCM
•      Manage the physical and virtual environment (VMware) of 300 plus servers
•      Have familiarity with MS SQL server, windows clustering, domain controller setup, and group policy
•      Ensure the security of the server infrastructure by implementing industry best-practices regarding privacy, security, and regulatory compliance.
•      Develop and maintain documentation about current environment setup, standard operating procedures, and best practices.
•      Manage end user accounts, permissions, access rights, and storage allocations in accordance with bestpractices • Perform and test routine system backups and restores.
•      Anticipate, mitigate, identify, troubleshoot, and correct hardware and software issues on servers, and workstations. Escalate incidents as necessary
Sr. Tech Support Specialist
Western Peterbilt
January 2017 – May 2018
Seattle, WA
✓ Led Vendor and Product selection for implementation of new inventory and ticketing systems; implemented SLAs for tickets; negotiated equipment and software purchase directly with vendors
✓ Led integration of multiples new stores totaling a 25% increase in users and endpoints; train and created processes for new help desk staff; created and maintained solutions for reoccurring issues; created customer scripted process for daily tasks to increase efficiency
• Access software updates, drivers, knowledge bases, and frequently asked
questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by
the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading
software, implementing file backups, and configuring systems and
applications.
• Test fixes to ensure the problem has been adequately resolved.
NOC Technician
ISOFusion
May 2016 – December 2016
Tacoma, WA
✓ Provides technical support, advice, and assistance to consumers and businesses with technical, hardware, and software system problems.
✓ Troubleshooting Cisco, Avaya, *nix, and Windows systems and networking equipment; assisted customer with on-site support and administration
✓ Lead overnight shift for entire Network Operations center; trained new employees job duties and responsibilities; planned and managed shift tasks for incoming team
Technical Support Supervisor/Trainer
Xerox (VZW)
November 2012 – September 2015
Lacey, WA
Established rapport with clients, staff and administrators; earned reputation as an invaluable employee by being fair, honest and willing to go the extra mile to provide quality customer service.

Analyzes transactions, corrects records and adjusts errors; achieved customer satisfaction as evidenced by unsolicited customer feedback and repeated referral business.

Receives customer request by telephone or mail, analyzes request and provides immediate assistance or ascertains who can best provide information needed, and routes request to proper person.

Hires, trains, and terminates customer service agents; handles major incidents that cannot be resolved by agents; resolves complaints and order issues; trains agents on how to adequately address problem over the phone
Fire Support Systems Specialist
United States Army
May 2010 – October 2012
JBLM, WA
Assisted fire support sergeant in training of subordinates in fire support procedures, techniques and tactics; supervised section of operations, maintenance and training.

Led and trained forward observer team and infantry soldiers on use and execution of fire support maneuvers; Controlled and coordinated military rocket, mortar and missile systems.
IT Support Technician
Ashley Furniture
January 2008 – May 2010
Fairfield, NJ
Successfully provided technical and problem resolution support for the company computer and communications systems for internal and external customers.

Supported the company computer security policy and perform support procedures, and assisted in the improvement of the company computer support procedures and other company/departmental polices and processes.
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Education
South Puget Sound Community College
Associate of Applied Science
Computer Network Administration
2015 – 2017
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Full Biography

I am a highly motivated IT professional with an AAS in  Network Administration. Computers and technology has been a part of my life since I can remember and I have always had fun working with them and learning new things. My objective is to one day become a Senior IT Consultant.

Languages
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Level Progress

Current: Level 7
Jacob needs 8,695 points to level up.
LVL 8
  • Overall
    7
  • Networking
    3
  • Active Directory
    3
  • Windows OS
    3
  • Powershell
    3
  • Windows 10
    2
  • Exchange
    2
  • Outlook
    2
  • Windows Server 2012
    2
  • Microsoft Server OS
    2
  • Networking Hardware-Other
    2
  • Microsoft Office
    1
  • Azure
    1
  • Windows
    1
  • Windows Server 2016
    1
  • Cisco
    1
  • Switches / Hubs
    1
  • Wireless Hardware
    1
  • Scripting Languages
    1
  • Office 365
    1
  • Golang
    1
  • VB Script
    1
  • Software
    1
  • Storage Hardware
    1
  • Security
    1
  • Windows Networking
    1
  • Network Architecture
    1
  • Cloud Computing
    1
  • Digital Cameras / Camcorders
    1
  • Google
    1
  • Images and Photos
    1
  • Photos / Graphics Software
    1
  • Windows Server 2008
    1
  • Email Servers
    1
  • Email Clients
    1
  • WSUS
    1
  • Windows Server 2003
    1
  • PC
    1
  • Network Management
    1
  • IP Telephony
    1
  • Microsoft Access
    1
  • Microsoft Word
    1
  • Printers and Scanners
    1
  • Virtualization
    1
  • Voice Over IP
    1
  • Windows Batch
    1
  • OS Security
    1
  • Microsoft Visio
    1

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