Jacob Horcasitas
Sacramento
Summary
- I have done many months and hours of virtuals labs, hands on labs, and in person projects dealing with customer experiences and troubleshooting many devices, software's, and interfaces.
- I am familiar with troubleshooting ticketing systems and have worked with many situation where I have had to demonstrate my critical thinking , patience, and communication skills while dealing with customers.
- Currently I have been working more on virtual Labs that deal with the OSI Model, these projects let me fluently create subnets while implementing network designs to route between subnets while implementing efficiency, reliable performance and security.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CRM Support
Redtail Technology
08.2025 - Current
- Troubleshoot issues any issues that users call or chat in about like 400 or 500 errors, AUM issues, SMTP settings, Setting up Email Admins/Admins, Due Diligence Request
- Fix Account Feed issues by assisting users with identify witch accounts are affected while communicating with data team
- Report/Test Bugs & Errors that occurs on the software like Broadcast email errors, Functionality issues and replicating in test database then creating cases for Dev Teams
- Investigate Email Issues with SMTP by identifying host domain and correct server name and port number and if SSL is required
- Communicate with Multiple Teams including Data Team, Email Team, Integrations Team, Billing Team, Sales Team etc
- Reset/Unlock Accounts for users that have bee locked out or are unable to gain access
- Inform/Guide Users On Our CRM Software like how to run custom exports, use advanced search, use admins only functions, set permissions, etc
- Perform Security Checks when discussing or updating any PII information regarding billing or Database owner information being requested to be changed
- Add Approved Users L1, L2, L3 under the Database owners behalf
Cable Splicer
ResQ Systems
03.2019 - 01.2020
- Read blueprints and schematics to correctly place equipment.
- Inspected completed work to identify faults and check conformance with specifications.
Education
No Degree - Cloud And Computer Secuirty
Asher College
Sacramento, CA08-2026
High School Diploma -
Leroy Greene Academy
Sacramento, CA05-2018
Skills
- CompTIA A
- CompTIA Network
- CompTIA Security
- CompTIA Server
- AWS Cloud Practitioner
- Subnetting
- Customer service
- Active directory
- System troubleshooting
- Hardware configuration
- TCP/UDP protocols
- Hardware installations
- Security protocols
Certification
- CompTIA Certification A+
- CompTIA Certification Network +
- CompTIA Certification Security +
- CompTIA Certification Server +
- AWS Cloud Practitioner
Student Leadership Team
- I have helped many new students and ongoing students that struggle with virtual labs and assist with questions on certifications
- At Asher College I have participated in many events for school that deal with troubleshooting computer problems, setting up and maintaining networks, or resolving software-related issues
- I have attended many events at school where anybody can bring in there own laptops for repair, and I get to diagnose a wide range of multiple devices with a variety of issues.
Timeline
CRM Support
Redtail Technology
08.2025 - Current
Cable Splicer
ResQ Systems
03.2019 - 01.2020
No Degree - Cloud And Computer Secuirty
Asher College
High School Diploma -
Leroy Greene Academy