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Customer Service Technical Support

Location:
Fort Mill, South Carolina, United States
Posted:
February 06, 2018

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Resume:

JAMES L. JACKSON II

ac4c26@r.postjobfree.com

LinkedIn: www.linkedin.com/in/JamesJacksonII29732

980-***-****

TECHNICAL EXPERIENCE

Software: Office 2000, Word, Excel, PowerPoint, Access, 7-Zip, Solarwinds, Remedy, Microsoft Active Directory, Big Brother, ServiceNow, Juniper,

ConnectWise

Databases Systems: MSSQL, SSMS, MYSQL

Operating Systems: MS Windows 95, 98, 2000, ME, XP, Professional x64, Vista, 7, 8, 8.1, 10, Mac OS

Server Operating Systems: Windows 2000, 2003, 2003 R2, 2008, 2008 R2, 2012, 2012 R2

Networking Tools: Desktop Support, Remote Desktop, VMware, VPN Client, Cisco AnyConnect, Bomgar, DHCP, TCP/IP, Citrix receiver

PROFESSIONAL EXPERIENCE

LPL Financial, CHARLOTTE, NORTH CAROLINA January 2016 – Current

Technical Support Help Desk

Provided accurate documentation for LPL tracking to determine common problems, outages, and performance gaps

Created multiple guides found on TSHD Tech Central for other Agents for walk through troubleshooting steps and How to Guides

Trouble shoot Advisor/Client desktops, mobile devices, laptops, including Windows and Mac’s

Provide Tier I/II level technical support for multiple LPL Financial proprietary software systems

Received multiple Kudos form colleagues and advisors for excellent service

RDX, CHARLOTTE, NORTH CAROLINA May 2016 – December 2016

DOC Specialist II

Provide 24/7 remote support to client servers. Including RDP/VPN/SSH methods to log into clients servers and troubleshoot/fix OS and database related issues

Specialized in various editions of Microsoft SQL Server. Job tasks often included recoverability, troubleshooting failed backups, client interaction and systematic resolutions. Managed network issue for servers and monitored the CPU/Memory to ensure they maintained optimal levels.

Interacted with numerous clients via email or phone, while providing information and excellent customer service

Installed various hardware components including PolyCom, Windows 7/10 Enterprise Systems, and networking printer configurations as the on-site technician

WINDSTREAM, CHARLOTTE, NORTH CAROLINA May 2015 – April 2016

Inside Account Manager

Responsible for inbound and outbound calls to small and large business class customers, for various types of telecommunication products

Provided customers with sales options on every call to help benefit the customers situation and company profit revenue

Awarded the Top 2015 3rd qtr. ISO Sales Agent, fastest in the history of the company for sales and revenue

RED VENTURES FORT MILL, SOUTH CAROLINA April 2011 – May 2015

Sales Performance Manager/IT Hardware Specialist Trainee

Handled printer maintenance including toner changes, drum replacements, paper jams, and network configurations

Responsible for taking remedy tickets created by end users and providing a step by step break/fix solution if needed

Installed, tested, and maintained a variety of software such as Iworks, Office for Mac, Adobe Photoshop, HP Wireless Printer drivers, and more on Apple Technologies as a member of the setup team.

Trained customers of various backgrounds and levels on how to use their personal/business Apple technology, which consist of products such as MacBook’s, MacBook Pro's, Mac Air, iMac’s, both versions of the iPad, all iPod Models, iPhone 3GS, and the iPhone 4.

UNITED STATES MARINE CORPS PARIS ISLAND, SOUTH CAROLINA 2002 - 2010

Corporal

Honor graduate from male recruit training, Paris Island SC

Deployed to parts of Iraq from September 2007- October 2008 as Military Police & Lead Convoy Security

Achieved upper rank amongst my peers as Lead Scout Gunner Managed 6 – 18 Marines at any given time

EDUCATION

June 2009 - September 2012 Central Piedmont Community College Charlotte NC

Studied in General Studies



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