**** ********** ****** *********, ** ***** abhrkg@r.postjobfree.com • 510-***-****

Romarlowe R. Jackson

IT TECHNICIAN/HELPDESK SUPPORT

Technically sophisticated with a proven track record of consistently meeting and exceeding customer expectations and company goals.

Experienced Manager with a pioneering passion and focus for a career in the IT field.

Synopsis of • Strong Customer Service Background Technical and Non Technical; documentation of issues,

troubleshooting technical problems and follow up

Achievements

• Strong IT Support experience working with Desktop/Helpdesk

• Increased customer loyalty by 19%, from 72% to 91%, utilizing customer service skills by

implementing new coaching and developing strategies.

• Reputation for resolving complex issues and providing exceptional customer service.

3092 Peppermill Circle Pittsburg, CA 94565 abhrkg@r.postjobfree.com • 510-***-****

Education Heald College, Concord, CA

• Associate in Applied Science degree, Information Technology/Network Security, 01/2011

• Currently Pursuing Associates in Art degree, Expected Grad date: 06/2011

• CompTIA A+ Certification, 2009

Skills &

• CompTIA Network+ Certification, 2009

Relevant • Apple Computers Tech Academy, Apple Computers, 1999

Coursework • 40 WPM

• PC/Networking Tech Academy, Cisco Microsoft Collaboration, 1999 & 2007

• In class experience learning HTML, hands on experience with Windows Server 2003

• Skills in building/repairing PC computer systems, built all in home computers

• Currently utilizing domain controllers with Windows Server 2003 for home network

• Experience in Windows 95 and above operating systems including XP, Vista, Windows 7 (32&64 bit)

• Experience using PDA’s, Smartphone’s, and most Apple devices.

• Experience with most apple computer and laptop equipment/Mac operating systems

• Experience in Microsoft Office 2007 and older suites, experience in a vast majority of Microsoft

products.

06/2010 – Present

Desktop/Helpdesk Support Consultant, TECHNISOURCE/IBM, Pleasanton, CA

• Customer Help desk Support – tickets and immediate assistance via telephone, emails and in person.

Professional • Challenged to provide timely resolutions to support issues with mission critical business partners.

Experience • Installed new computer systems and connecting them in to LAN

• Installed the basic OS and the supporting software as per the guidelines of the organization

• Recorded the model number and asset tag number on provided ticket.

• Provided first level desktop and end user support locally and remotely.

• Perform basic troubleshooting to isolate and diagnose common problems

• Installed and configured software and hardware components.

• Image and deployed laptops and desktops, migrate data using various external media.

• Serve as first level support for all pertinent technical issues and escalate to proper technical staff as

needed.

Parts Sales Manager, AutoZone, Pittsburg, CA 11/2008 – 04/2009

• Daily operations include: opening/closing, cash management, cashiering, sales/customer service.

• Assisted in inventory controls, receiving; merchandising (plan o grams) and store maintenance.

• Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of

customer issues.

Store Manager, Shoe Pavilion, San Francisco, CA 08/2002 – 11/2008

• Manage total store level operations including hiring/firing and schedules.

• P & L reports, accounting and payroll, deposits and cash management.

• Led store to rank top 10 in sales and #1 in customer service, within a region of 25 locations.

• Achieved the highest sales growth in the region; was selected for several sales awards

• Independently designed staffing schedule to improve nighttime coverage and reduce cost of overtime.

3092 Peppermill Circle Pittsburg, CA 94565 abhrkg@r.postjobfree.com • 510-***-****

Special Svcs Supervisor/Assist. F.E.S., The Home Depot, Pittsburg, CA 08/2002 –

09/2005

• Customer Helpdesk Support, issue resolution and follow up.

• Escalated customer issues as needed and maintained communication with customers

and Management staff.

• Directly Supervised team of 8 in monitoring all special Order/will call orders.

• Implemented direct loss prevention initiatives, successfully reducing shrink by $15,500 a week.

• Captured over 20,000 dollars in shrink through the special order process.

Sales Training ASM, Office Depot, San Francisco, CA 06/1999 –

08/2002

• Primary responsibility: sales operations customer satisfaction by directly monitoring, coaching and

developing sales associates using positive reinforcement, feedback and role playing tips.

• Ensured excellent customer service by resolving all problems at the store level quickly and efficiently.

• Responsible for sales tracking and reporting, inventory control, employee payroll, and scheduling.

• Assisted in managing all aspects of merchandising (plan o grams), window displays, and stocking,

• Improved the stores overall new credit accounts rating from 9th place in the district to 1st place.

• West Coast Center for Victorious Youth 501(c)3, Founder

Community

• Meeting of The Millionaire Minds, Vice President

Involvement

Awards & • IT Program, Director’s Award, Heald College, April 2009 Quarter, June 2009 Quarter,

• Customer Service Leader of the Year, The National Customer Service Awards CMP, 2003 & 2004

Certifications

• Young Entrepreneur Award, National Foundation for Teaching Entrepreneurship, 1999

• Young Business Leader, Independent Living Skills Program, 1999

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