Certifications
Jacob Rose
St-Isidore,ON
Summary
Help Desk Analyst with 2 years of experience providing Windows 10/11, MacOS, VoIP, Microsoft 365, Endpoint Security, Anti-Virus/Malware, etc. Experienced and familiar with Ticketing Systems, CRMs, RMMs, and PSAs.
Overview
5
5
5
5
years of professional experience
Certification
- CompTIA Network+
- CompTIA Security+
- CCST-C
- Fortinet NSE 3
- MS-900
Skills
- IT Tier 1,2 & 3
- MacOS
- Microsoft Office
- Microsoft Windows Server
- Performance Testing
- Active Directory
- Packet Tracer
- Wireshark
- Ticketing Systems
- PSAs
- RMMs
- System Monitoring
- Network and Hardware Troubleshooting
- Virtualization
- NAS Setup, Configuration, and Installation
- Customer Service Professional
- Onboarding new clients
- Microsoft Office Email Administration
- Excellent Telephone Etiquette
- Task Prioritization
Technical Profile
- Level 1/2 Troubleshooting
- Security Management
- Active Directory
- Familiarity with Hardware
- Server Installation and Maintenance
- Networking
- Familiarity with PSAs, Ticketing Systems, KBs
- Microsoft 365 Experience
- Remote Desktop Support Familiarity
Additional Information
Additional Information:
- Portfolio: https://www.flipsnack.com/65EDFB77C6F/jacobroseportfolio/full-view.html
Education
High School Diploma -
Ecole Secondaire Catholique De Casselman
Casselman01.2021
Work History
General Labourer (Contract)
The Nation Municipality
05.2023 - 10.2023
- Assisted supervisors in performing water samples for the municipality
- Operated tractors and lawnmowing equipment to maintain landscape standards
- Accomplished quality checks to identify defects within products and materials
- Collaborated with colleagues when necessary to complete work efficiently while upholding health and safety expectations
System Administrator
Ginga Technology Solutions
06.2021 - 10.2022
- Delivered Tier 2 and 3 support to troubleshoot, diagnose and solve technical issues
- Installed and Configured dozens of Anti-Malware, Anti-Virus, and Anti-Spam on client devices to meet specific needs
- Mentored 1 co-op student and worked closely with them to ensure proper learning of the job, products, and services provided
- Closed an average of 50+ tickets monthly.
- Installed and configured network printers and other peripheral devices
- Maintained flexible schedule and responded to after-hours and weekend emergencies
- Was first point of contact for all clients if support was needed
Level 1/2 Helpdesk Technician
Ginga Technology Solutions
02.2021 - 06.2021
- Installed and updated hardware, software and applications on Mac and PC devices
- Logged support tickets and confirmed client satisfaction following the problem resolution
- Assisted colleagues using Tier 1 IT approaches through desk side support
- Activated new accounts and shared additional service information promoting a positive experience for the client
- Was first point of contact for all clients when they needed support
Stock Clerk
Daniel's Nofrills
01.2019 - 06.2021
- Upheld great customer service by answering inquiries and bringing customers to product area
- Replenished merchandise efficiently and stocked sales floor using pallet jacks and hand trucks
- Maintained up to standard store cleanliness and display organization
- Adhered to health and safety regulations and protocols
Timeline
General Labourer (Contract)
The Nation Municipality
05.2023 - 10.2023
System Administrator
Ginga Technology Solutions
06.2021 - 10.2022
Level 1/2 Helpdesk Technician
Ginga Technology Solutions
02.2021 - 06.2021
Stock Clerk
Daniel's Nofrills
01.2019 - 06.2021
High School Diploma -
Ecole Secondaire Catholique De Casselman
Languages
English
Native or Bilingual
French
Professional Working
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