Customer Service Information Technology

Nadine Jackson ***************@*****.*** 901-***-****

Summary Qualification

Experienced and knowledgeable Information Technology Professional seeking to contribute training and

acquired skills within a support role.

KEY SKILLS

Help Desk – Remedy, Problem Diagnosis, Phone & Online Support, User Training/Support,

Troubleshooting, Client/Server Models, Customer Service, & Complaint Resolution

TECHNOLOGY PROFICIENCIES

• Help Desk/Call Tracking Tools Oracle Management Connector for Remedy

• Software packages including Quicken Financials Software, MS Office (Word, Excel, Outlook

Access) and instant messaging software

• Workstation Enterprise Risk Services and Management Enterprise

• Browsers Internet Explorer, Firefox, Chrome, Safari

• Application CITRIX, DPRIS, Buper, eClient SELBRD, GOES & Solar Winds

• Hardware PCs, Laptops, Printers, Routers, Modems

• Networking Remote Connectivity, TCP/IP

• Platforms/System Windows, UNIX, UNISYS 7800/6800, IBM Z 0, JES2, IMS, DB2, VTAM,

ISPF, Virtual Tape, DASD, RACF, JCLPREP and CLISTS, Digital Equipment Corporation

(DEC) VAX/VMS, JPEG, IPS, ICL

• Tier 2 VERITAS NETBACKUP, TEK (S8500/L700) Media

EMPLOYMENT EXPERINCE

Global Business Solutions, Incorporation Pensacola, FL 2012 PR

Information Assurance Technician II

• Play a key role in reengineering the Millington Navy Center computer system by identifying

network connectivity error and security threats, tracking real time losses, proving IT compliance,

preventing vulnerabilities and outages using SolarWinds Orion Network Performance Monitoring,

McAfee Host Intrusion Prevention, and Symantec Endpoint Protection

• Establish best practices support in NPC IT Service Help Desk Remedy, SIPRNET,

NIPRNET, Networks, Crystal Reports, and Citrix

• Verify, validate, and release official electronic military personnel records and batch files in

Content, Management Enterprise, KOFAX, EMPRS and eClent, applications protecting PII,

HIPPA privacy standards

• Protect Navy data systems using Guardian Edge User Client, System Administration Client

and Client for Windows (access control) to authenticate and/or authorize users

• Successfully provide professional assistance to the Information Assurance Division, and

provide coordination and technical support to the Department of Defense and Department of Information

Assurance Certification and Accreditation Processes

• Provide Continuity of Operations Planning to ensure that the Office of Naval Research

maintains the capability to continue mission essential functions across a broad spectrum of no notice

emergencies such as: destructive natural events, hostile acts and industrial technical failure

Nadine Jackson ***************@*****.*** 901-***-****

C & F TRUCKING Williston, TN

Information Support Specialist/Help Desk Part Time 1999 2012

• Applied working knowledge of software packages including Quicken Financials

• Effectively monitored the terminal display to detect any inefficiencies or problems

• Thoroughly analyzed commands to ensure that new processing jobs and the programmers'

specifications did not hinder computer operations

• Initiated best practices while establishing timely guidelines for scheduling work

• Prepared and monitored personnel and scheduling

• Advised on the implementation of software and reported result performance indicators to

insure continuity of operation

• Provided phone and email services to customer

INTERNAL REVENUE SERVICE Cordova, TN

Information Specialist 1999 2008

• Partnered with Tennessee and Martinsburg Computing Center personnel as well as multiple product

and process testers at the New Carrollton Federal Building to troubleshoot problems and made necessary

adjustments or repairs

Worked on Computing Center Unisys and IBM mainframes

•

Performed software upgrades and tests on over 1000 jobs for seven processing centers

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Reviewed all Final Integration Testing and System Acceptance Testing jobs executions

•

for correctness with adherence to specifications and customer defined standards

Performed system analysis and feasibility studies to certify correctness of technology

•

solutions for users as a primary point of contact for the department

Initiated actions to restore operations in the event of partial or complete systems failure

•

Used Unisys created utilities such as: CTS, TOCED, IPF, EDITOR, Firecracker, STAR,

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COMPARE, ZIP and FLIST to check run controls, correct updates and MREX errors

Made determinations in regards to increasing file space, creating backups and restoring

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run streams

Used the Information Technology Assets Management System (ITAMS) problem

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reporting management tool to document run problems and monitored the runs to ensure

they were correct and closed problem tickets

Nadine Jackson ***************@*****.*** 901-***-****

Created an ITAMS to implement program and software transmittal using Unisys

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Software Quality Assurance utilities

Worked with the Data Base Administrator (DBA), Computer System Analyst and

•

schedulers to ensure system and program upgrades were implemented

Built, edited and initiated daily detailed processing schedules as requested by the DBA

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and scheduler using OPCON XPS

Maintained web hosted daily status logs and set up and scheduled diagnostic jobs

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Performed backup/disaster recovery procedures and coordinated offsite storage and

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archives for all backups with the Data Storage Analyst

Communicated both verbally and in writing with the Internal Revenue Services (IRS),

•

and Northrop Grumman Information Technology (NGIT), supervisors and

vendors/consultants on a daily basis while working in the Department of the Treasury

• Drove the enhancement of data and systems backup and updated disaster recovery procedures, as

well as secured an off site storage and archive facilities for all backups

• Effectively and regularly communicated with the IRS and NGIT supervisors, vendors, and

consultants

Attended several classes corporation to stay abreast of current practices in the

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information technology.

• of professional and courteous customer service to users in person and/or via telephone

EDUCATION

Master of Arts in Information Technology Management

Webster University, March 2012

Bachelor of Science in Healthcare Management

Southern Illinois University at Carbondale, December 1998

GROUPS AFFILIATIONS

Membership: Comp TIA Security+ Certified Professionals, Webster University Alumni Association,

Southern Illinois University Alumni Association, Information Technology Network, ERP

Community

CERTIFICATIONS

Certification Comp TIA Security +, Information Assurance Certification and Accreditation, Windows

7 Training, Personally Identifiable Information DOD PII, DOD PII 2.0, Privacy and Personally and

Identifiable PII Awareness and DOD IAA and V10 DOD Cyber Awareness Challenge V1

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