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Customer Service Software

Albany, GA
April 30, 2014

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Johnny R. Jackson

*** ****** ** ********, ** ****6 229-***-**** Email:


- CompTIA A+ certified computer technician.

- Excellent communicator with outstanding customer service skills. Experience working

w ith a wide range of end-users, diagnosing and resolving hardware and software issues.

Outstanding technical skills and experience with multiple Windows operating systems, MS

O ffice, internet connections, PC hardware, applications and documentation.

- Outstanding proficiency with t ranslating technical terminology for end-users.

- Experience Imaging, setting up, installing, t roubleshooting and repairing desktops,

l aptops, networking hardware and printers. E xperience with Active Directory.

- Experience migrating users from one Operating System to another (XP to Windows 7).

- Strong background working with software, hard drives, video and vi rus removal tools.

- Skilled in the use of multiple t icketing systems, the most recent being BMC MAGIC.

- Able to easily adapt to any work environment and learn new job skills quickly.


N etworking: L AN/WAN, TCP/IP, Hardware (switches and routers

i nstallation)

Operating Systems: W indows XP/Vista/7/8/8.1, Android, iOS

Software Applications: M S Office 2003/2007/2010 (Outlook, Word, Excel, Power


L ync communicator), Active Directory Computers and Group


I maging Software (Norton Ghost and Windows), M icrosoft

SCCM software deployment tools and RDP remote connect


Sharepoint (ITKB documentation of issue resolution and

p rocess).


A lbany Technical College A lbany, Ga Sept. 2000 – Jun.


Associate Degree in Computer Information Systems.

A lbany State University A lbany, Ga A ug. 2006 – May.


Bachelor in Computer Science with a minor in Business.


P hoebe Putney Memorial Hospital A lbany, GA A pril 2008 –

P resent

I T PC Technician/Desktop Support Analyst

Responsible for day to day support of micro-computers and associated equipment’s for end

users through the hospital and i ts affiliates. Installs, configures, and t roubleshoots micro-

computer and associated hardware/software. Full-time position in Desktop, Laptop, Server,

and Network Support in t ight deadlines, for a large public engineering and design company,

on a corporate domain.

Responsible for computer software, hardware, printer and server support for over 15

offices in the Southwest Ga area, encompassing over 160 users physically and remotely.

T roubleshot computer hardware, software and LAN / WAN issues, working

i ndependently and with a team of IT professionals throughout the US and Canada, using a

t icketing system. M igrated users from Windows XP to Windows 7.

- K nowledge of SAN, VMWare, M icrosoft Exchange and Active Directory

C ircuit City (Fi redog) Albany, Ga M ar. 2005 – April


Software / H a rdware Support Technician

PC technician is a skilled worker specialized in t rouble-shooting personal computers. He or

she assembles and repairs PC-related matters. He or she may also upgrade and provide

customers of information about computers. Full-t ime position in PC / Mac, Software and

Network Support.

Responded to in store t ickets in a t imely manner, and provided a high level of top-notch

customer support, while keeping all documentation up-to-date.

T roubleshoot desktop and laptop PCs for customers who purchase a new unit or old

system from home.

Responsible for software t roubleshooting and upgrades, PC hardware support, Win XP,

V ista, and 7 image building, migration and deployment, and documentation.

C allTech Communications(AT&T) A lbany, Ga M ay 2002 –

Sept. 2003

Technical Support Representative

Responsible for all customer inquiries and questions, provide excellent customer service at

a ll t imes. Work with confidential customer information and problem solve to help customers

issues. Appropriately communicate with upset customers to resolve their inquiries.


- Comptia A+

- Application Software Specialist

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