Jacob Lentz

Cincinnati Public Schools - Service Delivery Manager at JW Affinity IT
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Contact Information
us****@****om
(386) 825-5501

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5.0

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Christina Greulich

Jacob was an amazing manager with a passion to build his team in a positive direction. He always supported me in my decisions and mentored me when I required more guidance. I would work with Jacob again any chance I have.

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Credentials

  • ITIL Foundation Level (v4)
    ITIL
    Nov, 2021
    - Nov, 2024
  • ITIL - Foundation (v3)
    ITIL
    Sep, 2015
    - Nov, 2024
  • HDI Support Center Manager
    HDI
    May, 2015
    - Nov, 2024
  • HDI Support Center Analyst
    HDI
    Jul, 2014
    - Nov, 2024
  • MCDST
    Microsoft
    Oct, 2011
    - Nov, 2024

Experience

  • JW Affinity IT
    • United States
    • Information Technology & Services
    • 1 - 100 Employee
    • Cincinnati Public Schools - Service Delivery Manager
      • Aug 2018 - Present

  • Pomeroy
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Nestle Service Desk Manager
      • Feb 2017 - Apr 2018

      Managing the overall service delivery with Nestle.Consulting on and supporting EBD projects.Final escalation point for the North American Region Service Desk.Maintain and oversee ACD queue assignments and skill-based routing.Resource planning to maximize productivity.Hire, coach, and provide training to personell.Develop objectives for the call center's day-to-day activities.Prepare and distribute reports for visibility.Ensure process is followed, and integrate CSI to improve desk performance.Attend production support meetings for Change and Release to forecast and plan for potential business disruptions.Serve as an on-call member of the GSC Incident Management team.

    • Shared Service Desk Manager
      • Jun 2015 - Feb 2017

      Develop and maintain multiple client relationships.Manage after-hours operation.Attend Change Advisory Board meetings and engage in changes affecting the Service Desk or customer-impacting service levels.

    • Nestle Technical Service Desk - Team Lead
      • Jun 2014 - Jun 2015

    • Nestle Technical Service Desk - Tier 2
      • Oct 2013 - Jun 2014

    • Nestle Technical Service Desk - Tier 1
      • Aug 2012 - Oct 2013

  • Pure POS
    • Greater Grand Rapids, Michigan Area
    • Lead Technical Support Specialist
      • Aug 2011 - Aug 2012

      Build custom computers and procure hardware. Development of Point of Sale user interface. On-site installation and training of products. 24 hour on-call technical support. Sale of hardware component upgrade packages and support contracts. Marketing of products to potential clients through hands-on presentation. Build custom computers and procure hardware. Development of Point of Sale user interface. On-site installation and training of products. 24 hour on-call technical support. Sale of hardware component upgrade packages and support contracts. Marketing of products to potential clients through hands-on presentation.

Education

  • PC Pro Schools
    Information Technology

Community

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