Jacob Hodge
IT Support & Automation · Alfresco-Certified
Professional Summary
Nine years in IT help desk and customer-facing technical roles. Currently at Hyland Software supporting enterprise content-management products (Alfresco). Certified in Alfresco Content Services and Alfresco Process Services. Experienced in building automated workflows, self-maintaining infrastructure, and documentation written for non-technical users.
Seeking opportunities in the Kansas City metro area or fully remote. Open to hybrid arrangements, weekend shifts, and on-call rotation.
Personal
Live in Independence, MO with my wife Kyra; we are in the foster-to-adopt process and getting our house ready for a kid.
Certifications
Apple Certified Macintosh Technician (ACMT)
Apple
CompTIA Server+Dec 2019
CompTIA
CompTIA A+ 900Dec 2019 – Dec 2022
CompTIA
Cisco Certified Network Associate Industrial (CCNA I)May 2018
Cisco
Professional Experience
Cloud Analyst 3, Hyland
2023 – Present
Enterprise content services software vendor (Alfresco) · Kansas City area
- Field support cases on Alfresco Content Services and Alfresco Process Services covering configuration issues, authentication problems, and workflow bugs reported by enterprise customers.
- Diagnose PaaS-hosted cloud environments, review logs and metrics to identify root causes, and handle production-down incidents under pressure.
- Handle escalated and emergency cases that have already passed through frontline support, and see them through to resolution.
- Characterize technical root causes for non-technical stakeholders across escalations.
- Write knowledge base articles covering reproductions and resolutions.
- Earned ACSCA 23.x and APSCA 2.x certifications through Hyland University; apply that platform knowledge daily during escalations.
Information Technology Associate, Essense of Australia
~2020 – 2023
Bridal jewelry manufacturer (Australia-based, US operations) · Kansas City area
- Provided IT support for the US arm of an Australian bridal jewelry company, including infrastructure setup and building and demonstrating showrooms with full technology, power, data, and meeting-room setups.
- Worked closely with C-level staff on AV systems, connectivity, and showroom readiness.
- Ran end-user support tickets company-wide covering hardware, software, account issues, and troubleshooting.
Computer Repair Technician (Apple Certified), Micro Center
~2018 – 2020
Computer and electronics retail · Kansas City area
- Diagnosed and repaired Apple and PC hardware at the service counter, including cracked screens, failed drives, and logic-board-level troubleshooting.
- Served as Apple-certified technician covering intake, diagnosis, repair, QA, and return for customer units under and out of warranty.
- Managed parts ordering, repair logs, vendor RMA processing, and repair queue scheduling.
IT Intern, Ag Partners
2016 – 2018
Agricultural cooperative · Kansas area
- Set up point-to-point wireless networking on grain silos to bridge remote endpoints where line-of-sight was the only option.
- Worked with Azure and networking infrastructure to connect field locations back to the main office.
- Provided general hardware and IT support for end users across the cooperative.
Technical Skills
- Support & Service
- IT help desk, customer service, end-user support, hardware and software troubleshooting, documentation and knowledge-base writing
- Systems & Infrastructure
- Windows Server 2025, Linux (Ubuntu, RHEL, Rocky Linux), Active Directory, Hyper-V, Proxmox, Docker, TrueNAS / ZFS, NFS, RAID
- Cloud Platforms
- Microsoft Azure, Amazon Web Services (AWS), Google Cloud, Google Workspace
- Networking
- TCP/IP, DNS, DHCP, SMB, firewalls, VPN (WireGuard, Tailscale)
- Scripting & Automation
- PowerShell, Python, Bash, n8n, cron and watchdog systems, Windows scheduled tasks
- Monitoring & Observability
- Dynatrace, Datadog
- Integration & APIs
- REST APIs, webhooks, Discord Bot API, MCP servers, OAuth flows
- ITSM & Business Systems
- Jira, ServiceNow, Salesforce
- Enterprise Platforms
- Alfresco Content Services, Alfresco Process Services
- Messaging & Alerting
- Discord bots, Telegram, Slack, Microsoft Teams
Independent Projects
Self-directed operation of production-style infrastructure, running 24/7.
Multi-Server Homelab & Storage Infrastructure
2019 – Present
- Built and operate a homelab of six or more machines covering Windows Server 2025, TrueNAS storage, and Linux virtual machines serving the household 24/7.
- Configured TrueNAS/ZFS storage with NFS exports to four or more hosts.
- Manage virtualization (Hyper-V and Proxmox), VLAN separation, firewall rules, and Tailscale/WireGuard remote access under least-privilege.
Automation & Workflow Engineering
2024 – Present
- Build n8n automation workflows for scheduled content publishing, data-table pipelines, and API integrations.
- Develop and maintain Discord bots for communities of 100+ members, handling roles, notifications, and household alerts.
- Design watchdog and cron systems that monitor services, alert on failure, and self-heal where possible, plus Windows administration automation using scheduled tasks and PowerShell.
Windows & Network Administration
2022 – Present
- Provision and administer Windows Server 2025 machines covering RDP, SSH, and WinRM access, scheduled tasks, automated logon flows, and service hardening.
- Configure NFS client mounts, startup tasks, and monitoring on every host, with the work documented in a shared knowledge base.
Backup & Reliability Engineering
2023 – Present
- Run automated, verified backup pipelines with scheduled snapshots and NFS copies, confirmed by restore checks.
- Recover production services under time pressure using runbooks and a knowledge base maintained over several years.
AI Agent Engineering & Operations
2025 – Present
- Build custom MCP servers and agent skills covering integrations, APIs, and internal tooling; run the agent gateway, scheduling, and remote control across 3+ machines.
- Automate daily operations end to end with scheduled research, summarization, and reporting jobs, plus watchers that alert on failure and recover services automatically.
Education
Highland Community College
Graduated
Highland, Kansas
Hiawatha High School
Diploma
Hiawatha, Kansas
Additional
- Automation-first approach: repetitive work is scripted, templated, or automated.
- Maintain a technical knowledge base covering infrastructure, troubleshooting, and runbooks.
- Continuous self-directed learning through certifications and hands-on projects.
- Write for both end users and engineers.