Jacob sherman
San Diego
Summary
Dynamic technical expert with proven success in enhancing operations and troubleshooting complex issues. Strong organizational and problem-solving skills contribute to improved team efficiency and customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
US NAVY CTM
US Navy
San Diego, CA
12.2019 - Current
- Technical expert for shipboard SIGINT systems such as INCREMENT-F.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Identified issues, analyzed information, and provided solutions to problems.
Technical Support Agent
CACI - Florida Virtual Schools
Niceville, FL
04.2018 - 11.2019
- Resolved technical issues for users via phone, email, and chat support channels.
- Collaborated with cross-functional teams to improve troubleshooting processes and enhance customer satisfaction.
- Developed training materials for new hires, ensuring consistent knowledge transfer within the team.
- Analyzed user feedback to identify trends and recommend solutions for recurring technical problems.
Team Lead - Systems Installation and Management
Happy Computers
Niceville, FL
10.2016 - 03.2018
- Led team in troubleshooting technical issues, enhancing customer satisfaction and support efficiency.
- Mentored junior staff on best practices for software installation and maintenance processes.
- Streamlined workflow by implementing standardized procedures for issue resolution, reducing response times.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
Field Technician
Cox Communications
Niceville, FL
01.2014 - 05.2016
- Installed and configured telecommunications equipment at customer locations.
- Conducted troubleshooting of network issues to ensure optimal service quality.
- Collaborated with team members to streamline installation processes and enhance efficiency.
- Provided exceptional customer service by addressing inquiries and resolving technical problems.
Education
High School Diploma -
Freeport Senior High School
FreeportSkills
- Teamwork and collaboration
- Flexible and adaptable
- Computer skills
- Organizational skills
Certification
COMPTIA Security +
SCRUMM - Project Management
Timeline
US NAVY CTM
US Navy
12.2019 - Current
Technical Support Agent
CACI - Florida Virtual Schools
04.2018 - 11.2019
Team Lead - Systems Installation and Management
Happy Computers
10.2016 - 03.2018
Field Technician
Cox Communications
01.2014 - 05.2016
High School Diploma -
Freeport Senior High School