John Jacobs

Experience

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  US Army

  Jan 1991 - Jan 1993

  Tank Turret Mechanic

  Maintained 40 tank turrets from older Sheridan tanks to the newer Bradley Fighting Vehicle for the purpose of training in simulation battles. Visitor Battalions from other Posts engaged in training battles monthly simulating desert combat with newer M1 tanks and Apache helicopters. • Maintained combat readiness for all responsible tank turrets in the motor pool as well as in the field.• Earned E1-E4 grade in a short period of time due to excellence as a soldier and a mechanic.

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  Graeber Simmons & Cowan

  Jan 1997 - Jan 2000

  IT Administrator

  Accountable for maintaining Network, Server, Printer/Plotter and Desktop support in a primarily Novell 4.11 environment. Provided support via onsite and dialup VPN for a few offices in the area. Additional support included disaster recovery with Arcserve 6 and security integration for VPN and Firewall products.• Integrated Windows NT 4.0 servers with Novell servers supporting Windows 95 clients.

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  Guckenheimer Enterprises

  Jan 2000 - Jan 2001

  Senior IT Administrator

  Accountable for maintaining and supporting all network, servers, PC's and Macintosh equipment. Supported 250 end users onsite as well as remote in an Exchange 5.5 environment. • Migrated Novell 4.11 servers to Windows NT 4.0 servers without complications.• Upgraded all client Windows 95, 98, NT PC’s to Windows 2000.• Setup satellite office for business expansion.• Integrated Websense for Internet content controls.

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  Staff Tech, Inc, a Certified Small DVBE

  Jan 2000 - Jan 2000

  Senior LAN Analyst

  Provided short term contractual desktop support for ETRADE Corporation and Excite@Home in a Windows NT 4.0 environment.• Achieved great remarks for customer satisfaction as well as providing fast and quality service.

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  Riptide Recruiting Inc.

  Jan 2001 - Jan 2002

  Desktop Support Technician

  Provided support on a contractual basis for United Health Care in Phoenix AZ. Supported a Windows NT 4.0 WAN environment during their “Moves, Adds and Changes”. Assisted in Network and Desktop clean-up.• Restructured hundreds of computer and network assets with great satisfaction from the managers.• Achieved many outstanding remarks and was granted an extended contract.

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  AIC

  Jan 2002 - Jan 2004

  Desktop Support Technician

  Provided technical support on a contractual basis to ON Semiconductor. As a member of a medium size team this included full remote and onsite support for over 4000 end users with IBM, DELL and HP (laptop, desktop) PC’s running several different Microsoft operating systems. Supported multiple FAB PC’s remotely and onsite. Additional duties required 24x7 on-call support.• Diagnosed and resolved thousands of PC, multimedia and phone issues.• Maintained a consistent 99% SLA for desktop support.• Strengthened the image of Desktop Support by providing and encouraging team members to raise the bar and provide excellent service. Show less

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  Hewlett Packard Enterprise

  Jan 2004 - Jan 2009

  Customer Solutions Center Technical Lead

  Accountable for a level 1 help desk located in Costa Rica and a local L2/L3 technical team providing PC, backup, multimedia and cell phone support contracted to ON Semiconductor Corporation. Collaborated with multiple HP delivery teams to provide solutions for multiple customer sites throughout North America.• Managed a collaborative project between Hewlett Packard and ON Semiconductor upgrading to a new more robust event management tool.• Maintained a 91% customer satisfaction survey and SLA at 95% for all L1,L2,L3 support. • Coached the teams to provide excellent service and increased overall satisfaction from the user base. Show less

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  Hewlett Packard

  Jan 2009 - Jan 2014

  Delivery Lead End User Workplace Services/ITIL

  Directly managed Hewlett Packard Helpdesk and Desktop support teams. Collaborated with ON Semiconductor worldwide Service desk providing team structural assistance and organizational improvements to increase over metrics. Established structured productive meetings between HP and ON Semiconductor teams which provided insight toward improved metrics and satisfaction. Mentored under the Account Delivery Executive performing daily tasks working with other IT deliver teams.• Directly managed approximately 20 Helpdesk/Desktop technicians and collaborated with approximately 70 plus IT staff between Hewlett Packard and ON Semiconductor increasing problem resolution.• Achieved a consistent 95% to 99% SLA uptime for the customer supported infrastructure after several improvement measures where implemented. • Improved overall team efficiency through consistent team communication and driving cooperative documentation decreasing the TTO (time to own) and TTR (time to resolve) by 20%.• Increased Helpdesk first call resolution by identifying knowledge gaps on standard applications and implementing knowledge transfer from higher level teams by 15%. Show less

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  Hewlett Packard Enterprise

  Jan 2014 - Jan 2015

  Account Delivery Executive

  Accountable for overall IT management, delivery and development of account operations on a contractual basis for ON Semiconductor Corporation (One of the leading semiconductor supplier company’s in the world). Led multiple IT delivery teams of over 50 plus managers/technical leads in helpdesk, deskside support, networking, server administration, database administration, backup and recovery located in multiple countries including Canada, Costa Rica and India.• Provided innovative IT solutions to help reduce cost of $50 thousand a month for the customer and HP.• Renegotiated vendor contracts providing Hewlett Packard a 15% overall annual cost savings.• Spearheaded a project with a short end of year deadline to migrate 80 end of life servers from physical to virtual to a newer data center which saved HP $100 thousand in monthly cost. Show less

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  Arizona Federal Credit Union

  Aug 2015 - May 2017

  Desktop Support Manager

  Directly manage a multi-shift team of 7 Helpdesk and Desktop support employees. Team perform roles of level 1, level 2 and level 3 support for the organization. Teams duties consists of First call, basic desktop support, branch visits, support for over 70 applications, operational support, consistent project deliverables support, Saturday rotation, AD/GPO support, printer support, specialty banking equipment support, KACE for imaging and software deployment, patch management, and other management of tools for iPads and PCs/Laptops.• Implemented OneNote as a Knowledgebase for the team saving 15% of time monthly and gaining customer satisfaction.• Directed to perform patch management for all of the end points using existing KACE setup saving 20% of time from the previous WSUS setup.• Currently implementing ServiceNow ticketing platform bringing the organization back to better support workflows, priorities and work management. Expected to gain at least 15% of time in efficiency.• Currently moving the model into a split Helpdesk level 1 to Desktop Level 2 and Level 3 model. Expected to gain efficiency of at least 15% more productivity. Show less

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  Dexcom

  May 2017 - now

  Sr. Manager Desktop Support

  I manage a 24/7 Service Desk team of 10 Mesa,AZ / 9 Mumbai, India and 4 Desktop Support technicians supporting US and some foreign country's internal employee's for a rapid growing Med Tech organization. The teams perform roles of level 1 and level 2 support for the organization. The teams duties consists of First call remote support for over 50 applications , AD support, Employee Termination/On-boarding, Windows 7/10 PCs/Laptops, Printers, AV, iPhone, iPad, and Mac in an O365 cloud driven environment.• Established a preliminary Knowledge-base using OneNote and currently implementing Knowledge Centered Services (KCS) using ServiceNow as the platform for the team saving 15% current amount of time monthly and projecting a 25% increase in productivity across all of IT within 6 months.• Automated some of the Termination process saving 5% in productivity and project an additional gain in productivity by 15% within 6 months. Okta is being implemented to help fully automate this by 2021.• Implemented Barista self service chat bot with soft hand-off to Live Chat support. Currently working to implement Barista as the front end of an IT Service Portal on ServiceNow with projections to increase overall customer adoption by 25% within 6 months.• Currently working to automate many more inefficient processes to the organization and support teams. Reduce overall downtime by solving issues faster and reducing time to notify support teams by 10%. Show less