Jacob Harris

Detail-oriented IT Professional with hands-on experience managing computer hardware, server infrastructure, and technical documentation. Proven track record of delivering exceptional, empathetic customer service and resolving complex technical issues efficiently. Backed by official Microsoft certifications and a strong foundation in rapid helpdesk support, team leadership, and problem-solving.

IT Professional at i2m Solutions (2024-06 – 2026-03)

• Delivered exceptional customer service by guiding end-users through technical issues with patience, empathy, and respect, ensuring a highly positive support experience.
• Achieved rapid helpdesk performance metrics, maintaining an average ticket response time of 8 minutes and an average resolution time of under one hour.
• Managed, documented, and maintained computer hardware, server racks, and various electronic components to ensure optimal system performance.
• Executed accurate technical documentation and tracked inventory of hardware configurations.

Manager - Delicatessen Department at The Fresh Grocer (2022-04 – 2023-04)

• Promoted from Deli Clerk to Department Manager; supervised staff, ensured daily task completion, and successfully mediated customer and employee issues.
• Processed catering orders, managed inventory, and oversaw the proper stocking and quality control of perishable deliveries.
• Recognized by upper management for exceptional dedication and maintaining a positive team environment.

Park Attendant at Center City District (CCD) (2020-09 – 2022-01)

• Managed the preservation and groundskeeping of Dilworth and Sister Cities Park.
• Coordinated setups, breakdowns, and equipment logistics for large-scale special public events.

Busser at Continental Midtown (2021-09 – 2022-01)

• Maintained efficient operations across multiple restaurant floors, ensuring rapid turnaround and waste management in a high-volume environment.

IT Pre-Apprenticeship Program in Information Technology – JEVS Human Services (2024-01)

Coursework – Temple University (2017-08 – 2018-01)

High School Diploma – Kensington CAPA (2017-06)