Technical Support Manager

DAVID JACKSON

Technical support specialist

**** ****** ** ********, ** 43232 614-***-**** ******@*****.***

EDUCATION

Masters of Speech and Language Pathology La Salle University, Philadelphia, PA

Bachelor of Business Management- Concentration in Information Technology

DeVry University, Columbus, OH 43231

Economics, Training and Development, Personal Management, Leadership/ Motivation Management, Conflict Management

PROFESSIONAL PROFILE

Proficiency in Software: Active Directory, AS400,Apple IOS, Mac OS X 10.10 / 10.11; Blackberry enterprises, Mobile Device Manager Microsoft Outlook/exchange administration, MS Office Professional MS Office 365,Windows 07,08 Vista, XP, Windows 10, (Word, Excel & PowerPoint,Visio access, Publisher), C#, .NET, ASP,PHP,RUBY, Kronos, Quick Books, Moxey, Helpstar, AML,C++,SQL, ORACLE, LINUX,UNIX Visual basic. Access management, proficient in PowerShell scripting, user authentication, user authorization and identification Proficient in ticketing systems I Support, Service Now, Raptor, Eagle, Peregrine, Vulcan, EDI testing environment

Extensive specialized computer knowledge with PCs, mobile devices and Installation of CD-ROM’s, hard drives, modems, drivers, ports, networks, drivers, printers

Hands on knowledge and skill maintaining servers, networks security principals and best practices,working knowledge of remote connectivity, developing macro scripts and templates

Excellent communication skills, organizational skills, interpersonal skills and phone skills, with the ability to work independently or in a team environment

Fundamental understanding of information services and operational activities

Well versed in ITIL Foundations (incident, problem, change, configuration, and release management) for a variety of common operating systems well versed in critical success Factors, Key Performance Indicators and Configuration Management Data Base Pertaining to applications, and hardware.

Demonstrates a proven ability to master new tools and technology quickly

Prior experience working in a Helpdesk and Desktop environment using ACD technology

PROFESSIONAL EXPERIENCE

American Signature Furniture/Value City Furniture

Tier 2/3 Helpdesk support, End user support, Store operations support and Technical support specialist

Columbus, OH

January 2016 to Current (full time)

Answers technical and operational calls from store employees

Builds Laptops and Desktops computers Installs hardware, software, images downloads and updates to computers

Configures Bar code Scanners, Receipt printers, Mag scan card swipes, Wyse terminal and training terminals

Troubleshoots and Resolves printer, AS400 system, network and computer connectivity issues

Ability to multitask while troubleshooting issues

Creates, resolves, and dispatches issues using Isupport and Service Now ticketing

Provide extensive support with Active Directory (group memberships, shared drives access and policies system and Remote control systems

Has exceptional understanding of network principals and troubleshooting for connectivity issues,DHCP, DNS,PING,NSLOOKUP and NETSTAT

Ensure success of nightly scheduled client backups and check for any failed or missed schedules.

Ensure daily migration from disk pools to onsite tape pool was successful

Verify daily backup storage pool was successful and offsite copy tapes got created.

Verify Tape libraries, tape drives and their paths are online

Responsiable for polling and receiving all store inventory orders for each store at the end of the night

PCS Solutions LLC (Self employed)

In store Technical Manager and Hardware/ Software installation support

Columbus, OH

September 2014 to Current (full-time)

Provides Trouble shooting for PC hardware and software

Experience working with SCCM 2012

Installs new hardware/software for workstations

Tests and monitors workstation abilities and performances

Handles incoming technical and PC related calls able to multitask listen and troubleshoot

Has basic understanding of network principals and troubleshooting for connectivity issues,DHCP, DNS,PING,NSLOOKUP and NETSTAT

JP Morgan Chase

BRANCH BANKER TECHNICAL SUPPORT/BRANCH OPERATION SUPPORT:

Columbus, OH

February 2013 to September 2014

Provided customer services trouble shooting strong listening and problem solving skills

Created tickets using Vulcan ticketing system Peregrine, Eagle Handle phone, e-mail and ticket requests from the end user community who require computer or systems assistance.

Provide extensive support with Active Directory (group memberships, shared drives access and policies Experience in the Operation of a Remote Desktop Support Group and NTFS.

Experience working with SCCM 2012

Has basic understanding of network principals and troubleshooting for connectivity issues,DHCP, DNS,PING,NSLOOKUP and NETSTAT

Reduced user call back rate by 20% through accurate assessment of root causes of technical issues and consistent implementation of appropriate solutions.

M.R.S. BPO Westerville, OH

RECOVERY MANAGER

May 2012- October 2012 (Full-time)

Made strategic business decisions based on long and short-term objectives

Exercised independent judgment and discretion in establishing business objectives and in driving and delivering results

Measured and monitored progress and results against key targets, Practices and ensures all company policies and procedures are followed. Addresses poor performance. Initiates and administers corrective action when necessary. Ensures timely follow-up

Developed team to execute company programs and processes by prioritizing, simplifying and following up to achieve desired results

Stimulated growth in self and others through coaching, training, and development conversations

NCO Financial Systems Dublin, OH

COLLECTIONS MANAGER PHASE I

February 2008-May 2012 (Full-time)

Assisted in the growth and development of the collection staff between 8-12 employees

Articulated and drive the development of staff and employees in training, time management and account resolution.

Developed and implement business related events to achieve department goals, as well as ensure the flawless execution of corporate policies and procedures

Displayed leadership and professionalism at all times through using creative ways to motivate staff to meet and exceed company collections objectives.

Effectively and properly diffused customer escalations promptly and with the utmost professionalism.

PCS Solutions LLC Columbus OH,

Helpdesk/Technician

April-2004-September 2005

Answered PC hardware software related calls

Built and rebuilt PC by installing parts, DVD, CPU, ROM/RAM

Maximized store profitability by selling, educating, and demonstrating how PCs work

Installed various software and virus protections applications to PCs

HONORS & VOLUENTEER ACHIEVEMENTS:

Volunteer Little League Football Coach

Most Improved Player

1996 to 1996

1996 "Who's? who Among American High School Students", June 18, 1999 "Who's ?who Among American High School Students", June 16, 2000 Mentorship -2000 Westerville South Varsity Football Captain -2001 Volunteer Little League Football Coach 2002-2004

SKILLS:

Experience providing Support in a Large Scale distributed environment • Extensive experience supporting Windows network (Server/Workstation) environment

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