Neal Jacob

Past

Support Analyst, UltraDNS at NeuStar
Desktop Support Specialist at NRTC
Customer Security Specialist at UUNET MCI WorldCom

Help Desk Technician at Young Life

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Education

Montgomery College
Seneca Valley High School

Recommended

10 people have recommended Neal

Connections

449 connections

Industry

Information Technology and Services

Websites

My Resume

Neal Jacob’s Summary

Expertise in network and systems administration and support. Record of delivering projects on time and within budget. Implemented and maintained global systems supporting thousands of users. Resourceful and tenacious problem solver. Effective communicator, interacting well with technicians and laypersons. Adept at utilizing social media to enhance internal and external communication. Designed and developed websites with broad functionality.

Neal Jacob’s Specialties:

Windows 7, XP/2000/NT

Remedy, Adobe Acrobat, FTP, PuTTY, Norton Ghost, PC-based COTS, Blackberry Desktop Manager, Avaya, Message Manager, Trend Micro Anti-virus Console, MS Office, OpenOffice.org, Firefox, Internet Explorer, Safari, Windows Mobile, and Goldmine

Active Directory, MS Exchange, HP OpenView, UNIX Tools, PINE, VI, FTP, TELNET, SSH, Checkpoint VPN, Siebel Ticketing System, Webmetrics, and Microsoft Systems Management Server (SMS)

Blackberry, PocketPC, and SmartPhone

Neal Jacob’s Experience

Support Analyst, UltraDNS

NeuStar

(Public Company; NSR; Telecommunications industry)

January 2009 — March 2010 (1 year 3 months)

Evaluate, diagnose, and resolve issues concerning DNS Zone Records, A Records, CNAME, MX Records, NS Servers. Correct problems with Web forwarding, mail forwarding, Web monitoring, and other UltraDNS products.
• Maximized productivity via use of Siebel Ticketing System and Webmetrics.
• Performed basic test scripting in conjunction with Webmetrics.
• Achieved excellent ticket resolution rates while providing expert assistance.
Desktop Support Specialist

NRTC

(Non-Profit; Telecommunications industry)

August 2005 — November 2008 (3 years 4 months)

Provided computer and mobile communications support to 80 remote and on-site users.
Reported directly to Vice President of IT. Diagnosed and resolved network, PC, laptop, and workstation issues.
Administered phones using Avaya Tools, facilitated phone moves, and performed system upgrades. Configured workstations and laptops. Deployed software and operating systems patches to workstations.
• Created accounts, optimized network operations, and improved server performance.
• Planned and led company-wide migration of all systems from Office 2003 to Office 2007.
• Configured all sales staff laptops with Goldmine.
Customer Security Specialist

UUNET MCI WorldCom

(Information Technology and Services industry)

February 2000 — April 2004 (4 years 3 months)

Investigated possible violations of AUP (acceptable use policy) at MCI corporate headquarters, including Spam reports, denial of service attacks, unauthorized access (hacking), and other security issues. Cooperated with local, state, and federal law enforcement agencies, judicial system, and legal staff regarding subpoenas, warrants, and provision of documentation.
• Earned “Federal Bureau of Investigation Letter of Appreciation” for agency assistance.
• Contributed to positive resolution of emergency conflicts, such as bomb threats or suicide threats.
Help Desk Technician

Young Life

(Non-Profit; 1001-5000 employees; Religious Institutions industry)

1995 — 1996 (1 year )