Reginald A. Jackson
A Senior IT Professional/Business Analyst with over 15 years of progressive experience in Strategic Business Planning and Change Management. Offers a high degree of service quality that spans from the C-Suite. Key areas of strengths include: Ability to work in fast- paced team environment, excellent organizational, interpersonal, and analytical skills. Provides effective leadership with proper communication skills. MBA Candidate.
ITIL Implementation, Business Analysis, Process Re-engineering, Change Management, Project Management (Agile\Scrum Methodology), Technical Support Specialist, Business Continuity Planning, Quality Assurance, Help Desk Management, Microsoft Active Directory, Microsoft Exchange, TCP/IP, Network Administration, Market Data Support - Bloomberg\Thompson Reuters\ Factset\TT, Desktop Support, Unix Hardware, Printer Support, MS Office Suite, Handheld Support, Audio Video Support, Microsoft Windows XP/7/8/10, Mac OS X, Microsoft Windows Server, SQL, Enterprise VoIP, Salesforce.
Outcome Health, Chicago, IL 2016 - 2017
Solutions Architect – Team Lead
Reported to VP of Member Experience & Operations. Served as a platform Subject Matter Expert and provided internal and external technical expertise while working closely with cross functional teams to solve technical implementation challenges for large healthcare systems.
Led technical customer pre-sales discussions/engagements as they related to integration solutions with the Outcome Health Solutions platform.
Owned the relationship with IT at large Healthcare Systems and acted as (SME) consultant on all technical solutions throughout the implementation, delivery and support lifecycle.
Collaborated with Sales teams to introduce our products to prospective clients and partners.
Identified key customer technical challenges and developed strategies to resolve technical impediments to closing sales transactions.
Architected, designed and consulted on the implementation of Outcome Health’s platform at hospital and healthcare organizations.
Sherwin-Williams, Chicago, IL 2015-2016
Sr. Technical Analyst, Business Analyst - Manager
Reported to VP of Global Product Finishes Technical group. Provided IT service and solutions to Global Product Finishes Technical group, conducting data analyses and developing/producing related reports, and assisting with budget requirements. Provided information to leadership regarding data management systems and opportunities to enhance analyses, system integration and related databases. Acted as a liaison across business and IT groups to identify business needs and maximize value derived from IT.
Conducted research to determine if IT solutions to business requirements currently exist within or outside the business unit, resulting in implementation of technology that greatly improved efficiency and accuracy of data capturing and analysis.
Developed and implemented continuous training on new and existing applications for all PF and R&D labs and Divisional sales groups, resulting in reduction of inquiries to the IT Help Desk.
Maintained and provided support for file servers and multi-protocol Ethernet LAN systems, reducing time.
Supported the development and integration of related databases and paperless form software increasing productivity by reducing the need for chemist to manually enter data.
Archer Daniels Midland, Chicago, IL 2014-2015
Sr. Technical and Productivity Solutions Analyst
Reported to IT Manager. Provided primary IT support for officers and executives. Acted as liaison between business groups and IT to provide clear, concise, and useful information about business users’ technology experience. Applied and implemented ITIL processes and procedures.
Conducted IT process re-engineering and gathering of user business requirements for IT and business restructuring.
Provided risk analysis on proposals for implementing new technology solutions throughout the firm, including the implementation of video conferencing and communication solutions that are more stable and less expensive than previous solutions.
Provided training documentation for C-Suite, as well as business and IT staff, on adaptation of new technologies, improving productivity and reducing the number of requests IT Help Desk.
Worked extensive overtime hours to ensure the on time and under budget completion of a challenging project relocating over l00 to new global headquarters.
UBS AG, Chicago, IL 2007-2013
IT Analyst – Team Lead
Reported to Service Delivery Manager. Oversaw analysis and troubleshooting of PC and network issues within Microsoft Windows XP and Windows 7 Operating Systems in environment with over 10,000 regional users and 1000+ local users. Provided market data application support for trading staff. Trained staff on use of hardware and software, assistance with mobile devices and technologies, and Microsoft Office. Retrieved and reviewed metrics from Service Now to assure SLA’s and KPI’s were achieved. Administered Microsoft active directory account and exchange email accounts. Applied and implemented ITIL processes and procedures.
Provided primary support for Executive clients traveling to or located in Chicago office, resulting in immediate face to face resolution of IT issues.
Acted as Deputy Service Delivery Manger and Team Lead for 8 analysts ensuring seamless attention was given to escalations which reduced the possibility of disruption in service quality.
Led project objectives during ABN AMRO 24-hour sales desk merger achieving a successful merger without a disruption of services or incurring additional costs.
Performed as lead Analyst during ERP and MS Windows migration project requiring application remediation, hardware refresh, user requirement gathering, UAT, and first day support involving over 1200 users. Project resulted in improved enterprise performance and cost efficiencies.
Education and professional Credentials
National Louis University, Chicago, IL
Master of Business Administration (in progress)
Bachelors of Science in Management Information Systems (2014)
Kaplan University, Chicago, IL
Associate Degree in Applied Science in Computer Information Systems (2011)
Certifications: ITIL Foundation Version 2 Certified, Microsoft Windows Certified Professional
Professional Memberships: National Society of Leadership and Success (2014)