Help Desk Customer Service

JACKIE JACOBS

404-***-**** ******.******.***@*****.*** www.linkedin.com/in/jackiejacobs

SUMMARY: I am an enthusiastic leader consistently exceeding organization goals and customer expectations. I have demonstrated the ability to be adaptive, responsive and efficient at problem solving as a Technical Trainer, Help Desk Support Analyst, and Technical Support Manager. Throughout my professional career I have received high rated performance reviews for outstanding work that produced high yielding results.

EDUCATION

B.S. Business Administration, Christian Brothers University, Memphis, TN. GPA 3.65.

A.A.S. Information Systems, Parkland College, Champaign, IL.GPA 3.8

CERTIFICATION

CompTIA Healthcare IT Professional

Training for MCITP

EXPERIENCE

MCKESSON CONTRACT, Atlanta, GA 04/2015 – Present

Technical Trainer

Installation/implementation of hardware (POS terminal, cash drawer, receipt/check printer, signature capture), networking and security functionality.

Contact client prior to installation to coordinate training and site preparation.

Install hardware and configure software specific to client needs.

Train users on Enterprise Rx and POS Solutions software through business hours.

Explain business/financial reports and answer questions on how data is retrieved and used.

Perform remote technical training via WebEx/LanSchool.

Solve level one technical issues or escalate issues to support or product development.

Road warrior – travel 75-100%.

CERIDIAN CONTRACT, Atlanta, GA 11/2014 – 01/2015

CLIENT SUPPORT ANALYST

Provide payroll software support for suffix runs, adding user accounts and resetting passwords, end of the year closing processes, and accessing W-2 data.

Remote into client’s computers and train/provide guidance for setting up payroll suffix runs and trouble-shoot issues with broken processes.

Guide customer through resolution of technical issues.

HORIZON SOFTWARE CONTRACT, Atlanta, GA 06/2014 – 10/2014

HELP DESK SUPPORT ANALYST

Provide software/hardware (PC, POS, pinpad, scanner, printer), and server/network issues in a high call volume Help Desk supporting nationwide K-12 clients.

Remote into client’s computers and servers to assist callers with troubleshooting technical issues, including software download/installs.

Configure software instance listening ports for software installation onto server.

Reinitialize workstations and POS terminals; run NetSetUp on workstation clients.

Restore, backup and install databases in Microsoft SQL Server Management.

Run SQL scripts to resolve errors.

Assist clients with portal login issues and technical training and guidance.

Create and/or modify user access and accounts.

Maintain and utilize NetSuite case/ticket software to record issues and resolutions.

BAPTIST MEMORIAL HEALTHCARE CONRACT, Memphis, TN 09/2013 – 10/213

HELP DESK ANALYST II

Solve hardware (PC, printer, scanner)/software, network and all Baptist Hospital proprietary system issues in a high call volume Help Desk support center supporting 60 locations.

Utilize Dameware remote access.

Reset passwords to multiple systems/software, including resets in Active Directory.

METASYS TECHNOLOGIES, Atlanta, GA 02/2013 - 06/2013

RECRUITER

Identify, select and recommend best candidates to clients through detailed screening and skill assessment interviews.

Negotiate wage rates and other terms and conditions of employment with candidates.

Source through internal candidate database, professional associations, referrals, and other networking resources and researched current trends and emerging technologies.

SHELBY COUNTY ELECTION COMMISSION CONTRACT, Memphis, TN 09/2012 – 11/2012

VOTING MACHINE TECHNICIAN

Program, test and setup voting machines and program and test voting cards and ballets.

Level one Help Desk supporting Memphis/Shelby County precinct’s voting machines – solved problems for precincts urgent needs on election day/night.

COMPUTER LEARNING COACH, Memphis, TN 01/2012 - 12/2012

SELF EMPLOYED COMPUTER/SOFTWARE TRAINER

Teach new computer owners intimidated by technology how to get the maximum benefit from their computer.

Volunteer, training new graduates of rehab computer basics, email, web, how to create a resume, how to post a resume on a website and how use the internet to search for a job.

HORIZON SOFTARE CONTRACT, Atlanta, GA employed in Memphis, TN 09/2011 – 12/2012

IMPLEMENTATION SPECIALIST/TRAINER

Install and support POS equipment.

ID and solve installation problems.

Train Memphis City School cafeteria staff to use Horizon POS software/terminals.

Assist Help Desk in tier one support and troubleshooting OneSource system.

oSupported cafeteria staff and solved problems with newly installed software/hardware systems.

CHRISTIAN BROTHERS UNIVERSITY, Memphis, TN 03/1997 – 08/2010

DIRECTOR/TEAM LEADER, TECHNICAL SUPPORT SERVICES (2001 – 2010)

Managed a team of IT professionals (including hiring) responsible for meeting technology needs IT Help Desk, Computer Operations, Mac support, IT training program, Intelligent Multimedia, software licensing & maintenance, and IT customer service enabling and supporting 500 faculty and staff, and 1700-2000 students.

Achieved consistent customer service ratings of 85-90% for IT service and support to faculty and staff.

Responsible for accounting and budget planning for IT department.

Developed automated online orientation/training enabling 250-300 new students to obtain secure online access to campus infrastructure prior to arrival on campus.

Developed online training for new staff on standard install of software.

HELP DESK TEAM LEADER (1998 – 2001)

Managed newly created Help Desk and team of IT professionals and student workers assigned to the ITS department and provided management for technical training.

Hired during birthing stages of Help Desk and restructured offices, hired new staff, stream-lined business processes, implemented TrackIt software, and achieved > 90% efficiency gain within IT.

Developed/implemented policies and procedures, “memos of understanding”, and service level agreements to improve service and educate users.

Created customer surveys for individual, faculty/staff, and students; analyzed and reported results; and used metrics to improve IT staff customer service.

Managed the Help Desk and worked on the front line – with experience in Help Desk and Desktop technical support, including responding to requests for technical assistance by phone, email or walk-up, logging issues in Help Desk management system and managing process from opening to the close of a ticket/incident, and solving network and computer issues.

IT TRAINING COORDINATOR (1997 – 1998)

Responsible for developing initial IT training program to improve faculty and staff technology skills.

Created training materials and taught training classes for Word, Excel, Power Point, Publisher, Email, Webpage Creation, Intro to Computers and Network Fundamentals.

Created IT Orientation for new students, significantly reducing IT Help Desk calls and support service.

UNIVERSITY OF ILLINOIS, Art & Design, Center for Graphic Technology, Champaign-Urbana, IL 08/1995 – 03/1997

COMPUTER UTILIZATION ANALYST

Installation and maintenance of hardware/software for 5 Mac labs, 1 PC lab.

Installation and maintenance office PC’s (including building PC’s from scratch).

Administration of Novell server running over a Unix network (rebuilt server, upgraded Novell and learned administration in 2 weeks).

Core Technical Competencies:

Remote meetings and training via WebEx, LanSchool, and SharePoint.

Expert knowledge through teaching training classes (including writing training materials) on Windows XP/7, MS Office (Word, Excel, PowerPoint, Publisher), Email/Web Browser (Mac, Eudora, Netscape, IE), Webpage Creation (HTML, Word, Netscape Composer), Introduction to Computers and Network Technology.

Operating Systems: Mac OSX, Windows, Unix and Active Directory.

Tech Support Knowledge: Mac installation and support, PC installation and support.

Remote access trouble-shooting with PC Anywhere, GotoAssist and Real VNC.

Network: TCP/IP, Ethernet, DHCP, wireless, VPN.

WebCT/Blackboard/Moodle.

SPSS and Photoshop.

Professional Development:

Social Intelligence

Ken Blanchard’s Lead Like Jesus, Ethics in Leadership, facilitator training

Unix Systems & Mac OSX

Train the Trainer

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