My Resume

Keith A. Jacob
                Location: Davenport, Florida
                LinkedIn: linkedin.com/in/keith-jacob-858624106
                Email: keithjnj@gmail.com | Phone: 978-601-5743
                PROFESSIONAL SUMMARY
                
                I am an experienced IT support engineer with a strong background in project management, application software, voice recording solutions, and telecommunications. With over 15 years of hands-on experience across multiple industries, I have a proven track record of troubleshooting, system migrations, and supporting complex enterprise environments. Currently employed by Uniphore, I support JPMorgan Chase as my sole client. I hold the AWS Certified Cloud Practitioner certification and am preparing for the AWS...
                
                CORE COMPETENCIES
                
                - AWS Cloud (Certified Cloud Practitioner)
                - SQL, Python, PowerShell (beginner to intermediate; actively learning and applying in various projects)
                - Voice Recording Solutions
                - Windows Server Administration
                - Data Center Migration & Load Balancing
                - API Integration & Software Troubleshooting
                - Splunk & Enterprise Monitoring Tools
                - Telecommunications (VoIP, PBX Systems)
                - Remote IT Support & Ticketing Systems (ServiceNow, Jira)
                - Customer Training & Support Documentation
                - Change Management & Incident Management
                - Hardware & Software Integration
                - Networking (Routing, Patch Panels, Ethernet)
                
                PROFESSIONAL EXPERIENCE
                
                Uniphore
                Senior Technical Solutions Engineer | Remote | Oct 2022 – Present
                - Provide dedicated enterprise application support for voice recording software, supporting over 200 global Microsoft Servers.
                - Progressed to a senior-level role, managing complex infrastructure and application issues.
                - Key contributor to the migration of over 200 servers, ensuring minimal downtime and business continuity.
                - Developed monitoring dashboards and set up alerts on errors using Splunk and Postman for system health checks.
                - Trained the customer’s US team on L3 technical subjects related to proprietary applications.
                
                L2 Support Engineer | Remote | Oct 2019 – Oct 2022
                - Supported and maintained over 200 global Microsoft Servers for voice recording applications.
                - Troubleshot complex errors, conducted network health checks, and performed SQL query scripting.
                - Trained customer teams on L1 and L2 tasks and responsibilities.
                - Completed upgrades, database rebuilds, patches, and other technical support tasks.
                
                
                Lynx Unified Communications
                Field Service Technician | Feb 2018 – Oct 2019
                - Led multiple cable projects for paging systems and clocking systems.
                - Installed VoIP end-user sets, programmed PBX cloud settings, and terminated patch panels, switches, and routers.
                - Designed and installed smart home systems with smart lighting and smart TV setups.
                
                
                Vivint Solar
                Solar Systems Technician 2 | Nov 2016 – Feb 2018
                - Led wireless connections for solar systems in Southern New Jersey, troubleshooting routers, wireless connections, and bridges.
                - Trained Tier 1 technicians and created wireless training documentation for the regional manager.
                
                
                Redbox Entertainment Inc.
                FS2 (Field Service) | Nov 2012 – Nov 2016
                - Performed preventative maintenance and troubleshooting on 400+ kiosks.
                - Provided high-quality customer service and collaborated with internal teams to resolve issues.
                
                
                Apogee Northeast Telecom
                Installation & Service Technician/Project Manager | Jan 1997 – Oct 2011
                - Installed and maintained voice/data communications systems (PBX and key) and cabling infrastructure, including Rolm, Lucent, and Nortel systems.
                - Programmed and maintained PBX configurations, trunking, and call processing, while managing all moves, adds, and changes.
                
                CERTIFICATIONS
                
                - AWS Certified Cloud Practitioner – Amazon Web Services
                - In Progress: AWS Certified Solutions Architect – Associate (Expected 2025)
                
                TECHNICAL SKILLS
                
                - AWS Cloud Services: EC2, S3, Lambda, RDS
                - Windows Server: 2008, 2012, 2016
                - Scripting Languages: SQL, Python, PowerShell (beginner to intermediate; actively learning and applying in various projects)
                - Monitoring & API Tools: Splunk, Postman
                - Networking: Routing, Patch Panels, Ethernet
                - Virtualization: VMware, Lab Environments
                - Telecommunications: VoIP, PBX, SIP
                
                PROJECT HIGHLIGHTS
                
                Server Migration Project – JPMorgan Chase
                - One of the leads for migration project with over 200 servers across data centers, using load balancing and API integration to maintain operational continuity and avoid downtime.
                
                
                Voice Recording Training Program
                - Trained a team of 8 engineers and led customer-facing training on advanced voice recording application features, enabling the US team to independently support L1 and L2 functions.
                
                PROFESSIONAL INTERESTS
                
                - Cloud Computing & AI Technologies
                - Remote Consulting & IT Services
                - Small Business IT Solutions
                - Application Monitoring & Optimization
                
                EDUCATION
                Susan E. Wagner High School