Open to opportunities

Jamal Jacobs

@jamaljacobs

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Experienced Technical Support Manager with a strong military background.

United States

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What I'm looking for

I seek a role that fosters growth, values teamwork, and embraces innovation.

I am a dedicated Technical Support Manager with a distinguished career in the military, bringing extensive expertise in leading technical teams and providing exceptional support across various platforms. My proven track record includes troubleshooting hardware and network configurations, optimizing network security, and enhancing operational efficiency through process improvement and streamlined workflows.

Currently, I lead a team of technical support specialists at Urban One Inc., where I have successfully implemented best practices that boosted service reliability and reduced system outages by 20%. My experience at Howard University and Johns Hopkins University has honed my skills in managing IT support operations, improving user satisfaction, and developing training programs that elevate team performance. I am passionate about leveraging technology to drive improvements and ensure mission-critical operations run smoothly.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Operations Manager

Current

Urban One Inc.

Jan 2023 - Present (2 years 4 months)

Lead a team of technical support specialists to ensure IT service for broadcasting and production operations. Oversee troubleshooting of systems and collaborate with IT teams to integrate new technologies. Implement best practices to boost service reliability and provide ongoing staff training.

Technical Support IT Service Management Team Leadership Process Improvement Staff Training Budget Management Systems Administration Broadcasting

Senior Delivery Manager

Howard University

Jan 2022 - Jan 2023 (1 year)

Led IT support for academic labs and service desk operations, ensuring optimal performance and user satisfaction. Managed hardware and software maintenance and developed initiatives to enhance user experience.

IT Support Service Desk Performance Metrics Staff Training Change Management Maintenance Academic Technology Integration Reporting

Technical Support Supervisor

Johns Hopkins University

Jan 2016 - Jan 2022 (6 years)

Oversaw daily IT support operations, managed service desk staff, and ensured efficient issue resolution. Provided training and feedback to improve troubleshooting and technical performance.

IT Operations Service Desk Staff Training Performance Analysis Scheduling Technical Troubleshooting Escalation Management Process Improvement

IT Project Manager

ByLight IT Professional Services, Inc.

Jan 2015 - Aug 2015 (7 months)

Provided onsite oversight for asset tracking system implementation, coordinating efforts with various stakeholders to ensure timely execution and adherence to project goals.

Project Management Contract Management Communication Team Collaboration Vendor Management Reporting

Technical Analyst | Service Desk Technician

Acuity Inc.

Feb 2014 - Jan 2015 (11 months)

Delivered comprehensive IT support for Windows and network connectivity, acting as the primary point of contact for VIP clients. Diagnosed technical issues and enriched the knowledge base.

Technical Support Connectivity Issues Issue Diagnosis Service Efficiency Communication

Senior LAN Manager

Maryland Army National Guard

Jul 2012 - Feb 2014 (1 year 7 months)

Managed LAN operations and provided technical support for military communications systems. Ensured network reliability and security for mission-critical operations.