Jacob Foster's Resume

Professional Summary

Passionate technical professional with a proven track record to learn new technoolgy quickly and increase productivity and customer satisfaction.

April 2024 - Present

Responsible for ownership of onboardings of small to medium sized businesses which included registering and configuring endpoints, servers, and other network devices with Datto RMM.
Consistently recieved positive feedback from customers and supervisors regarding my performance, tenacity, and friendliness.
Consistently responded to IT outages in a timely manner restoring users' broken endpoints or network connectivity to operational health.
Utilized Datto RMM to proactively resolve endpoint and network issues.

July 2024 - Present

Consistently resolved networking issues onsite for large corporations and small businesses.
Installed IT Networking equipment for small businesses and large telecom providers including routers, firewalls, switches, 5G failover devices, VoIP phones and peripherals, etc.
Serves as smart hands for network engineers to configure networking devices.

November 2023 - August 2024

Contributed to decreasing our call volume each month by 5-10% by training employees on how to utilize self-service password resets, submit tickets through ServiceNow, and collaborating with leaders in diverse departments.
Rewarded a $50 bug bounty and recognized by the Cybersecurity team for finding a vulnerable sub-domain by running a python sub-domain enumeration script.
Identified and worked to resolve an issue with a Microsoft SQL Database that caused authentication issues with our end users. Effectively communicated and collaborated with product support engineers, database administrators, and product managers to remove duplicate entries from the database.
Consistently went above and beyond to solve dozens of tier two and tier three issues that would otherwise have to be escalated such as network troubleshooting and configuration, cloud account and session management through our backend cloud management portals, and SCCM endpoint configuration for customers who have lost connection to our domain controller.
Demonstrated strong communication and leadership skills by identifying a companywide outage, created and coordinated a war room with engineers and key stake holders to troubleshoot the root cause of an outage until the issue was resolved.

August 2022 - November 2023

Successfully imaged and deployed over 100 laptops to end users using MECM server.
Managed over 5000 hardware and software assets using Alloy software.
Conducted new hire technology onboarding in-person and remotely. Educated and assisted over 100 users on how to sign into their accounts, set up MFA, and how to use ServiceNow to submit a help desk ticket.
Educated 50+ users on how to use Windows 11 after migrating from Windows 10.
Investigated and remediated over 50 critical SOC alerts.