Jacob Garcia
Help Desk/IT Support at Southwest Preparatory School- Claim this Profile
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English Native or bilingual proficiency
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Spanish Limited working proficiency
Topline Score
Bio
Credentials
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IBM Certified Specialist - IBM BladeCenter V4
IBM
Experience
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Southwest Preparatory School
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United States
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Education
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1 - 100 Employee
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Help Desk/IT Support
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Aug 2009 - Present
Provide exceptional customer service while assisting Southwest Preparatory School staff and students with information technology related questions in person, electronically and by telephone Increase overall productivity by managing, administering and troubleshooting the school’s data and voice networks, windows servers and peripherals, desktops, laptops, displays, printers, multi-function devices, smart phones, network and VoIP phone equipment Analyze technical needs and install, configure, monitor and maintain end-user workstations, PC hardware, software, and network devices such as network printers (HP, Kyocera, Konica), Cisco routers, Cisco switches, wireless access points Proactively mitigate security threats by deploying antivirus solutions across the network Promptly and professionally respond to requests via telephone, email, remote access and in person Develop and maintain a professional level of proficiency with Information Technology and Southwest Preparatory School specific systems and technologies Identify and escalate situations requiring urgent attention to ensure minimal end-user downtime Meticulously capture and document the details of an issue and troubleshooting steps taken to escalate the issue or document the identification and resolution Utilize helpdesk software to track and route problems and requests, and document solutions Collaborate with IT colleagues or work independently to research, resolve and document problem resolutions Collaborate with IT colleagues to proactively research and write documentation and policy Provide primary technical support to campus technology staff, and encourage professional development of that staff by providing training and guidance resulting in an increase in overall campus productivity Visit campuses to provide in-time assistance in urgent situations to assist end-users quickly, greatly decreasing any end-user downtimes. Show less
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BakerRisk
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United States
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Business Consulting and Services
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100 - 200 Employee
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Network Technician
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Apr 2007 - Feb 2008
Functioned as member of network team handling hundreds of calls per day for a diverse group of end users. Managed various areas of support included broadband connectivity, account provisioning, email (Outlook, Outlook Express) and Windows installation, configuration, and upgrade issues. Maintained and monitored support for all TCP/IP network configurations. Customer Support & Satisfaction - Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of calls resolved within company's 10-minute requirement. Disaster Recovery - Reversed prior history of single-drive data protection by implementing use of Ghost software to replicate image from primary to secondary hard drive. Implemented disaster recovery procedures using Veritas, ViceVersa, and Ghost. Application Implementation - Enhanced remote access through installation and configuration of VPN, Remote Desktop, Remotely Anywhere PC Anywhere, VNC, and NetMeeting. Show less
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Tellus Computer Solutions
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San Antonio, Texas Area
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IT Manager
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Dec 2004 - Jan 2007
Provided excellent customer service while configuring and installing HP-UX enterprise server/workstation and storage systems for customers Installed and managed a VMware environment on a Linux system residing on xw9300 workstations for our company Successfully contributed as a key executive manager and technical professional in the development of ground floor operations that included sales platforms, web site design, shipping/receiving, purchasing, network infrastructure development, etc. Functioned effectively as the executive account manager serving as advisor and sales closer on accounts pertinent to technical specifications for Fortune 500 companies, i.e. Shell Oil, Smith International, etc. Successfully marketed and sold a full line of hardware product lines including Hewlett Packard and Sun Micro Systems Show less
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Mobius Partners
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Solutions Architect/Systems Engineer
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Mar 2001 - Dec 2004
Managed and configured a Sun Solaris environment that had 9 Sun Ray Thin clients and a Sun V250 Enterprise server Installed, configured, maintained, and troubleshot Solaris 2.5.1/2.6/7/8 on 6500, 5500, 5000, 4500, 3000, 450, 420R, 250, 220R Sun Ultra Enterprise Servers Managed and configured a Sun Solaris environment that had 9 Sun Ray Thin clients and a Sun V250 Enterprise server Installed, configured, maintained, and troubleshot Solaris 2.5.1/2.6/7/8 on 6500, 5500, 5000, 4500, 3000, 450, 420R, 250, 220R Sun Ultra Enterprise Servers
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Data Seek (Formerly Encore Technology Group)
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San Antonio, Texas Area
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Systems Engineer
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Mar 1999 - Mar 2001
Managed projects and technical support on behalf of midrange to large corporate customers, which included oil and beverage distribution companies Maintained exemplary customer relations, coordinating with team leaders, corporate executives and a myriad of technical professionals on each client project Performed software installations and upgrades on a variety of systems, including HP/UX, AIX and Solaris Performed troubleshooting and integrations on Unix environments for IBM R/S 6000 and Sun hardware – HP 9000 systems Show less
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