Jacob Stimpson
Lawrenceville
Summary
Dedicated IT Technician with expertise in network troubleshooting, system maintenance, and customer support. Proven ability to optimize system performance and enhance user experience through effective communication and training.
Overview
17
17
years of professional experience
1
1
Certification
Work History
IT Technician
Overwatch Technology
Atlanta
01.2009 - 02.2026
- Provided technical support for hardware and software issues across multiple departments.
- Maintained and repaired computer systems, ensuring optimal performance for users.
- Configured network devices, enhancing connectivity and communication within the organization.
- Trained staff on new technologies and software applications for improved efficiency.
- Collaborated with IT team to develop solutions for complex technical challenges.
- Documented technical procedures and troubleshooting steps for future reference.
- Monitored system performance, identifying potential issues before they escalated.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Resolved hardware issues including replacing parts as necessary.
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Provided technical support to users via telephone or remote access.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Deployed operating systems.
- Set up user profiles on local machines according to established standards.
- Configured routers, switches and wireless access points for LANs and WANs.
- Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Maintained user accounts in Active Directory and Exchange Server environments.
- Provided training sessions for end users on how to use various software programs.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Provided recommendations on hardware purchases based on customer requirements.
- Performed daily backups using Symantec Backup Exec and other backup solutions.
- Participated in team meetings to discuss project status updates.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Monitored system performance and implemented preventive maintenance procedures.
- Implemented security measures such as firewall configuration and virus protection software installation and updates.
- Assisted with the deployment of new applications and updates to existing applications.
- Diagnosed hardware failures using diagnostic tools such as PC Doctor or Windows Event Viewer.
- Responded quickly to emergency situations involving outages or data loss scenarios.
- Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Performed internal vulnerability scans to harden owned systems against intrusion and malicious activity.
- Developed scripts for automating administrative tasks such as user account creation and deletion and password resets.
- Assisted with server virtualization projects using VMware ESXi or Hyper-V technologies.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
- Coordinated with vendors for repair services when needed.
- Maintained positive working relationship with fellow staff and management.
- Oversaw daily performance of computer systems.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Collected, analyzed and reported on data for use in operational planning.
Education
Some College (No Degree) -
Georgia Gwinnett College
Lawrenceville, GASkills
- Network troubleshooting
- Hardware configuration
- System maintenance
- Software installation
- Active Directory management
- Customer support
- Technical documentation
- IT project coordination
- Incident management
- Vulnerability assessment
- Problem solving
- User training
- Effective communication
- Team collaboration
- Time management
- Help desk management
- Application support
- Application installations
- Software updating
- Operating system management
- Technical support
- Network security
- ITIL processes
- AV equipment management
- Remote support
- IT documentation
- Software configuration
- Inventory control systems
- Peripheral repair
- Peripheral maintenance
- Security patching
- Wireless networking
- System performance optimization
- System administration
- Data retention
- Desktop technical support
- Virtualization technologies
- IT asset management
- Software deployment management
- Hardware installation
- Server maintenance
- Help desk operations
- Helpdesk services
- Debugging
- Network maintenance
- Disaster recovery
- Troubleshooting and Diagnostics
- Technical communication
- Customer needs assessment
- Verbal and written communication
- Help desk support
- IT consulting
- Data management
- Optimize system performance
- System testing
- Network certification
- Staff education and training
- Tracking and documentation
- System configuration
- Computer system diagnostics software
- Goal setting
- Hardware upgrades
- Multitasking Abilities
- Troubleshooting network issues
- Problem-solving
- Network support
- Web technologies
- Software diagnosis
- Support end-users
- Auditing service requests
- Virtualization techniques
- Call management
References
References available upon request.
Certification
CompTIA A+
Timeline
IT Technician
Overwatch Technology
01.2009 - 02.2026
Some College (No Degree) -
Georgia Gwinnett College