Help Desk, IT

VICKY M JACKSON

214-***-**** Cell

**** ******* ***** **

DALLAS, TX 75228

************@**.**.***

Objective: To obtain a position utilizing my certifications, strong problem solving, and interpersonal skills.

July 2018 – October 2023 – Service Desk Analyst for HCA and Parallon remote work Dallas, TX

Take incoming calls from Hospital staff at Medical City Healthcare facilities to resolve hardware and software issues.

Address and resolve basic incidents and requests; logs all incidents and requests; engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

Uses the appropriate CTI categories for logging incidents and requests. Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Ensure the end-to-end customer experience and provides a single point-of-contact for the customer.

Analyze and resolve incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Document resolutions and updates self-help and staff knowledge bases.

Grow general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.

Provides after hours and on-call support as needed.

Adhere to and support HCA IT&S standards, policies, and procedures.

Maintain and protect confidentiality with regard to all aspects of patient care and employee information.

Adhere to Code of Conduct and Mission and Value statements.

Perform other duties as assigned

LSC Job Responsibilities:

Provision, maintain, and remove security privileges for users of HCA systems.

Participate in development/review of division security processes/procedures under supervision of Service Desk Management.

Work with the division Service Desk and provides necessary security/tier 2 support.

Work with members of the desktop/network teams and other workgroups within IT&S on projects and initiatives as needed.

March 2017 – December 2017 Operations Engineer Contractor for Beacon Hill Staffing at Trinity Industries, Dallas, TX

Solve or escalate helpdesk ticket from plants involving slow network, Cisco phone issues,

Replacement or reconfigure of network equipment

Enable ports in home office for new or moving associates

Clean up Unity Connection 10x and Call Manger 10x environment licenses for exited employees and accounts abandoned after system upgrades

Monitor Solarwinds application for downed network and telephone systems and fix or report to vendors

Work with Vigilant vendor to ensure camera and security environment were available

Configure and troubleshoot Cisco ISR4331 routers

RMA Cisco equipment

Update local application with changes and spare inventory

Set up and maintained inventory of Cisco phones and available phone extensions

October 2013 – April 08 2016 Operations Engineer Systems Engineer 1

Interface with other teams to solve problems affecting the Stores and Infrastructure environment. Identify and involve appropriate parties to solve chronic issues.

Assisted with setting up and transitioning Cisco Call Manager 8.5 to a virtual cluster.

Assisted with setting up and transitioning to Unity Connection 9.1 virtual cluster. Maintain and create store options for 80 Voip stores.

Assist and troubleshoot phone line problems and dispatch vendor for resolution.

Schedule and conduct meetings of Construction, Retail Operations, Network Engineering and helpdesk to coordinate installs and support of network and telephony issues.

June 2010 – October 2013 Associate Engineer

Repositioned to Network Engineering with J.C. Penney. Assisted with Design and implementation of Unity Connection cluster. Assisted with Design and implementation of Cisco Call Manager 8.5 cluster. Daily support and documentation of telephony issues for 72 VoIP stores.

January 2007 – December 2008

AAS.CIT.NS.CCNA from Richland College

June 2005 – June 2010 IT Support Technician I

Contracted through Paladin Consulting then hired by J C Penney. Resolve incoming calls from Scopus ticketing systems by contacting retail store employees and assist them r with hardware replacement or software fix within service level agreement time frames while maintaining a daily productivity level. Environment consists of Dell Servers, HP printers and NCR point of sale hardware in an NT 4.0 or Windows XP environment. Also supported are JC Penney exclusive builds, Microsoft Word and Excel files and specialized JC Penney environment websites and reports. Completed training in company SOX requirements and all other provided opportunities to enhance support including Point of Sale hardware and software.

Received HDI professional certification of Support Center Analyst March of 2008.

Dec 2004 – June 2005 Project Coordinator I

Kelly IT Services, Arlington, TX @Nextel Communications Member of Sarbanes-Oxley Project Team during initial setup, testing and preparation of documentation for Sarbanes-Oxley environment. Created and maintained Access database for On-boarding and Off-boarding of employees records. Compiled and published documentation and procedures for weekly Senior Management Production meetings by interfacing with IT groups involved in testing through post production. Recorded and tracked all on going projects via Merchant Tracker and Production Management systems. Replaced company ticketing system with Vantive ticketing system. On site contact for setting up, training and rolling out this system, supporting onsite users and interfacing with EDS personnel to submit monthly reporting for Senior Management.

Nov 2003 – Dec 2004 First level Technical Support

Kelly IT Services, Arlington, TX @Nextel Communications, Answered incoming technical support calls from Retail Stores for troubleshooting and arrangement of repair to POS software and hardware, printers, and in-store network equipment including Dell PCs, modems, hp jet direct print servers, DSL modems, and Cisco routers all linked to a national TCP/IP network. Routed calls to second level if lengthy fix. Recovered retail store sales via Mlink or PC Anywhere, verified and corrected sales in GERS (ASCII and Telnet program). Routed incoming calls to proper helpdesk. Troubleshoot telephone equipment and lines. Created and edited employee login information in GERS. Served as Backup for store sales Excel spreadsheet posting and reporting to Management. Supported all Microsoft Office applications used by Retail stores including Word, Excel and PowerPoint.

Sept 2003 – Nov 2003 Second level Technical Support

Kelly IT services, Arlington, TX @Allstate Insurance, Duties: Applied knowledge of NT user administration to assist clients with domain login issues. Ensured that all network laptop clients in compliance with network security policy regarding OS levels and virus protection. Installed OS Service packs and virus protection software on remote clients laptops through Net Meeting and SMS services when necessary. Used Automated Helpdesk software to update and close work tickets.

Accomplished assigned tasks quickly with minimal supervision or training.

Jan. 00-July 2003 Help Desk Technician

Intellimark, Coppell, TX, Duties: Second level support, answered incoming calls from Frito-Lay, Pepsico, and Tropicana employees having hardware problems with computers, laptops and peripherals, evaluated problem with fix over telephone or dispatch technician to site, interfaced with other teams at Pepsico support system to ensure customer problem resolution and customer satisfaction, performed weekly and monthly asset reporting and closed call reporting, document fixes through Tivoli and Peregrine programs. Key team player in developing a process for tracking company assets through a depot process. Completed a project of tracking a common problem by interfacing with engineering department that resulted in leadership award from Intellimark.

Dec. 1999 Contract Technician

Etec Services, Richardson, TX. Duties: Contracted installation of new computer systems on NT environment, ghosted new Dell machines, pinged the network, transferred files from old computer to new one using Fast Link program, set up Microsoft Exchange and Outlook properties transferring PST and PAB files, configured internet properties, insured that new system converted all data and e-mail. Promoted from a worker to the lead in this project.

1998-1999Equipment Specialist

Fleming Foods, Lafayette, LA. Team member worked in Store Planning Division coordinating quotes and purchase of equipment for newly opening grocery stores and replacement equipment for already opened grocery stores. Interfaced with vendors to create better pricing and delivery. Attended trade show in Chicago interfacing with national vendors to ensure a resolution for common service problems.

1997-1998 HRD Administrative Associate

Gulf Coast Learning Center, Halliburton Energy Services, New Iberia, LA. Responsibilities included coordinating lunches and classes for International employees. Procurement and assessment of daily needs of facility, employees and corporate management. Assisted in development of curriculum for training classes both for local facilities and corporate training offices with minimal supervision . Updated class schedules on company training website.Maintained monthly reports in excel for all aspects of training center including budgeting and financials that set the company standard for accuracy. Created access database for use in procurement division.

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