Jacob C. Mack is a skilled IT professional with expertise in end-user support and project implementation, complemented by strong analytical and problem-solving skills. His experience includes roles as a Communication Implementation Specialist and Telecommunication Support Specialist, where he managed infrastructure upgrades and exceeded service targets. With certifications and a background in various operating systems and tools, he has also built a virtualized server environment and custom computers.

1. JACOB C. MACK
SUMMARY
Skilled IT professional with a background in end-user support and IT project implementation. Exceptional
critical thinking skills and the ability to quickly learn and use new software to drive work process
improvements. Business-focused with strong analytical and problem-solving skills, and the ability to clearly
communicate thoughts and ideas within teams.
EDUCATION
Iowa Central Community College Fort Dodge, IA
Associate of Applied Science, Computer Network Technology (2017)
CERTIFICATIONS
SonicWALL Certified Security Administrator, C.S.S.A. (2018)
Avaya Certified Solutions Specialist, A.C.S.S. (2017)
TECHNICAL SKILLS
Operating
Systems:
Windows XP/7/8/10, Windows Server 2003/2008/2012/2016, Centos, Ubuntu, Linux Mint,
Pfsense, Freenas, Hyper-V, VMware esxi, and VirtualBox
Tools: Active Directory, Exchange, Acronis Backup, Teamviewer, Remote Desktop, ScreenConnect,
LogMeIn, Gotoassist, Solarwinds N-able, Passportal, IPMI, ILO, iDRAC
Ticketing Systems: ConnectWise, CRM
VOIP Phones: Avaya IP Office Manager, Avaya IP Voicemail Pro, Shortel Communicator
Other Software: Microsoft Outlook, Word, Excel, PowerPoint, Visio, Project, SonicWALL Net extender, Openvpn,
Adobe Acrobat, Adobe Reader, Adobe Flash Player, Citrix GoToMeeting, and Thunderbird
EXPERIENCE
2017 – Present Access Systems Waukee, IA
Communication Implementation Specialist 2018 – Present
 Partner with internal sales teams and customer IT teams to gather customer requirements and develop
infrastructure upgrade plans for integration of new PBX systems for a full-service office technology provider
 Outline the scope of work with stakeholders for PBX system installations, manage teams during the execution,
and provide on-site support and training, including a multi-site IP implementation for a company with 150
employees
 Collaborate with external vendors to troubleshoot, test, and repair network and local loop issues, such as the
design of automation protocols to drive seamless interaction during the implementation of voice VLAN on a
production network
 Proactively troubleshoot and mitigate installation issues, including the identification, research, protocol
rewrite, and rapid notification of a problem with a certificate that had potential to significantly impact
customer systems
Telecommunication Support Specialist 2017 – 2018
 Managed, analyzed, consulted, tested, and repaired telecom equipment, servers, workstation, operation
systems, network configuration, software applications, and hardware
 Consistently exceeded billable hours target and delivered solutions with response times less than SLA
requirements

2.  Created procedure documents for end-users detailing product features, troubleshooting documents for
internal teams, and documentation of third-party hardware implementation
 Performed complex troubleshooting of customer inquiries, including the timely resolution for a customer
experiencing national dialing issues through product research and on-site troubleshooting
2014 – 2017 Retail Data Systems Ankeny, IA
Computer Technician
 Coordinated Point-of-Sale system installation and support efforts, including the installation, diagnostics,
repair, maintenance, and upgrade of all hardware and equipment while ensuring optimal performance
 Responded to customer needs and took the initiative to learn and support a software application that was not
part of the company’s service offerings, leading to a revenue increase by adding 40 sites to the client portfolio
 Prepared training documentation on POS technical details and support for other Retail Data Systems locations
2013 – 2014 Eby Trailers Store City, IA
CNC Punch Operator
 Operated, calibrated, and maintained CNC equipment, which included mills, lathes, press brakes, punch press,
lasers, and rollers, to produce parts according to a detailed production schedule
 Managed inventory on ten different grades of material, including stainless steel and aluminum
2013 Lithia Nissan Aimes, IA
Parts Advisor
 Provided excellent retail customer service both in person and on the phone, managed inventory, prepared
invoices, coordinated, special orders, routed commercial deliveries, and completed other necessary
paperwork
2010 – 2013 O’Reilly Auto Parts Aimes, IA
Parts Specialist
 Assisted the service department and technicians as well as both retail and wholesale customers with parts and
information
 Cultivated relationships with existing customers and used order history database to expedite the location of
parts
PERSONAL PROJECTS
Home Virtualized Server Environment
 Created highly virtualized home system on a Dell R710 allowing each service to run on headless dedicated
Linux machines or Windows Server depending on necessities
 Employed a virtualized server setup to control personal domain, dns servers, run a virtualized open source
firewall, run custom Linux vms for various applications, vpn server for remote access, open source media
player with custom letsencryp SSL and a test environment for trying out applications
Custom Computer Building
 Design computers with various manufacturers’ components to deliver high-end custom setups for a range of
desktop and gaming applications
 Research limitations and compatibility for each component to ensure smooth operation