Jacob Kurowski

• Diagnosed and resolved hardware and software issues for end-users efficiently.
• Provided technical support via phone, email, and in-person interactions.
• Configured and installed desktop systems and peripheral devices for optimal performance.
• Conducted routine maintenance on equipment to ensure reliability and longevity.
• Collaborated with IT teams to streamline troubleshooting processes and improve response times.
• Implemented system upgrades that enhanced user experience across the organization.
• Developed documentation for support procedures, improving training resources for staff members.
• Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
• Purchased, setup and installed new computers.
• Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
• Effectively managed inventory of IT assets, reducing overall costs by tracking equipment usage and recommending necessary replacements or upgrades when appropriate.

• Work a high call/ticket volume service desk, while performing the following daily tasks:
• Managing ticket distribution.
• Troubleshooting end user technical issues, ranging from basic password resets, Microsoft 365 issues to VPN connection problems.
• Create AD accounts, mailbox migration and O365 licensing.
• Installing company approved software on user's workstations.
• Help maintain frontline security policies for the company.
• Facilitate high priority tickets with the infrastructures owning team and submit written correspondence to company leadership.

Worked as an information systems technician, covering the duties of manning a high call volume help desk, while also performing a desktop support role. Daily job duties included:

• Answering calls, distributing tickets, and troubleshooting Windows and Mac issues.
• On-site troubleshooting computer hardware and software problems.
• Rebuilding desktops with faulty hardware or needing cleaning maintenance.
• Creating/modifying Active Directory accounts, for over one thousand users.