Jacob Cortes
@jacobcortes
System Support Analyst with expertise in cloud platforms and user support.
What I'm looking for
As a dedicated System Support Analyst at G&C Foods, I have successfully delivered Tier 1 and Tier 2 support for over 200 end users, achieving a remarkable resolution rate of 95% on first contact. My efforts have significantly enhanced user satisfaction levels by 30%, demonstrating my commitment to providing exceptional service. I have also streamlined access control processes by administering Entra ID and on-prem AD, reducing onboarding time for new employees by 40% across multiple departments.
In addition to my support role, I have spearheaded critical projects that have improved network connectivity and security protocols. By expanding wireless access points and implementing Azure Multi-Factor Authentication, I enhanced user connectivity satisfaction scores by 35% and reduced unauthorized access incidents by 70%. My technical skills extend to cloud platforms, device management, and scripting, which I leverage to optimize operational efficiency and ensure compliance with security standards.
Experience
Work history, roles, and key accomplishments
System Support Analyst
G&C Foods
Mar 2022 - Present (3 years 3 months)
Delivered Tier 1 and Tier 2 support for over 200 end users, achieving a resolution rate of 95% within the first contact. Administered Entra ID and on-prem AD for user provisioning, streamlining access control processes. Implemented Intune policies for mobile device management, ensuring compliance with security protocols.
Selector (Warehouse Operations)
G&C Foods
Jul 2021 - Mar 2022 (8 months)
Executed the selection and palletization of over 1,500 items daily, enhancing food safety compliance rates to 98%. Streamlined order fulfillment processes, resulting in a 30% reduction in shipping errors and ensuring timely delivery for 95% of customer orders.
Sous Chef
Drumlins Country Club
Jun 2021 - Aug 2021 (2 months)
Streamlined kitchen operations, resulting in a 20% reduction in service time during peak hours. Enhanced food quality standards, achieving a customer satisfaction rating of 95%. Trained a team of junior chefs, improving dish consistency and presentation.
Education
Degrees, certifications, and relevant coursework
Lincoln Culinary Institute
Culinary Arts, Culinary Arts
Studied culinary arts, focusing on various cooking techniques, food safety, and kitchen management to prepare for a professional culinary career.
Minnechaug Regional High School
High School Diploma, General Education
Completed high school education with a focus on foundational subjects, preparing for further education and career opportunities.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
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