1. JAKOB COONEY
3637 BelugaLane,Indianapolis,IN 46214 ∙ (317) 909-3842 ∙ jakobcooney@yahoo.com
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PROFILE
Forward-thinkingITprofessional specializinginnetworks,TierI/TierIIsupport.Earningprogressive security-oriented
certifications.Efficientinhandlingmultiple projectpriorities withthe abilitytoensure aqualitycustomerexperience.
Innovativeproblemsolverwithacommitmenttoachieveandexceedgoalssetforthbycustomersandadministration.
TECHNICAL COMPETENCIES
 PC Hardware and Software
 Identify Requirements for Computers
 Find and Match Components for Compatibility
 Develop Plans for Backup and Recovery
 Back up and Recover Lost Data
 Recover Files via Shadow Copies
 Recover Files via Previous Versions
 Microsoft Outlook 2007-2010
 Microsoft Word 2007-2010
 Microsoft PowerPoint 2007-2010
 Notepad
 Microsoft WordPad
 Troubleshoot Hardware Issues
 Identify and Isolate Failing Components
 Installing New Components
 Cleaning and Replacing Damaged Parts
 Built Gaming Computer
 Setup 3 Screen Desktop
 Create Dual Boot PCs
 Network Troubleshooting
 Identify Errors Within Networks
 Build Logical Networks
 Connect Physical Networks
 Subnet into Multiple Networks
 Windows 7 (Starter to Enterprise)
 Windows 8 professional
 Minimal Windows 8.1 professional
 Windows Vista
 Windows 95 - XP
 Minimal Linux Experience (Ubuntu)
 Virtual Machines
 Hyper-V
 VMWare
 Remote Desktop Support
 Identify and Quarantine Malware
 Anti-Spyware and Anti-Malware
EDUCATION AND CERTIFICATIONS
My ComputerCareer: Indianapolis,IN –MCSA CertificationProgram, 2013 - 2014
CertificationsAchieved
 Security +
 CompTIA A+
 CompTIA Network+
 Microsoft Technology Associate (MTA): Networking, Security, Operating Systems
 Barracuda Certified System Engineer
Certification in Progress
 CCNA
 CCNA Security
 Certified Ethical Hacker (CEH)
Ivy Tech CommunityCollege – Indianapolis,IN 12/2010
Certificate, Logistics

2. IT FIELD EXPERIENCE
ElectronicStrategiesInc. (ESI) – Indianapolis,IN 4/2014 to Present
IT Service Engineer
 Managing multiple sites with managing software (AVG Level)
 Providing Tier 1 and Tier 2 support on products supported by ESI
 First point of contact from little to critical incidents
 Troubleshooting issues remotely and onsite
 Documenting all steps taken to resolve issues
 Learning software used by clients
 Contacting support for clients as representatives to troubleshoot occurring problems
 Fielding calls and directing people to locations where someone needs to be onsite
 Gathering as much info as possible to relay to consultants (tier 3) when escalations are needed
 Troubleshooting network connections for desktops, laptops, mobile devices, and servers
 Creating new user accounts and mailboxes
 Managing users with Office 365 (licensing, aliases, and forwarding)
 Learn new material quickly to convey it to the customer
 Managing users through Citrix applications (Greenway, Allscripts, AppCenter)
 Navigating VSphere environments to troubleshoot basic issues
 Installing server updates and confirming all software is working correctly
 Using OneNote as a database for client information
 Triaging emails to keep everyone up to date with ongoing issues
 Following up on service orders that have not been completed
 Using tools like Hiren’s Disc to troubleshoot issues
 Virus removal remotely and onsite
 Troubleshooting hardware issues on desktops and laptops
 Using BeAnywhere software for remote support
Bell Techlogix – Indianapolis, IN 11/2013 to4/2014
IT SupportAnalyst
 Supporting client L-3 Communications (government defense contractor)
 Answer phones in a timely manner
 Diagnosis and troubleshooting of end user support issues
 Confidently explaining what is happening and how to fix issue
 Comprehending what needs to be done and documenting each step of process
 Navigate multiple databases such as Active Directory (AD) Active Directory Application Mode (ADAM)
 Communicate complex issues to non-technical staff and clients.
 Remote in to Term Server via Remote Desktop (RDP)
 Navigate Remedy ticketing system
 Use multiple authentication checks (token codes, USB dongles, etc.)
 Troubleshoot authentication methods

3. QUALIFICATIONS
INFORMATION TECHNOLOGYSKILLS
 Build a computer from scratch
 Troubleshoot and repair computers including both hardware and software
 Ability to make computers run faster and more efficient
 Backup and restore computers
 Create programs compatible with any windows OS
 Resolve problems with computers both in person and remotely depending on the situation
 Troubleshoot and repair network connections
 Create network connections (WAN,LAN, and PAN)
 Set file and folder sharing on an open network with permissions
 Increase the security of a wireless network
 Connect users together on a homegroup network
CUSTOMER SERVICEAND PROFESSIONALSKILLS
 Great communication skills online, over the phone, and in person
 Able to function under high stress situations
 Quickly process and understand information
 Able to explain to users why their computer is not working in words they can understand
 Excellent time management skills
 Can figure out complex situations by problem solving skills
 Teach users how to protect their computers from malware, spyware, and phisers
PROFESSIONALEXPERIENCE
FedEx – Package Handler 11/2012 to05/2013
US SecurityAssociates –Security 2012
JW Marriot – BanquetHouse Associate 2011 to 2012
BrightHouse –Warehouse Associate Summer2011