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Manager Service

Las Vegas, NV
May 11, 2020

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Michael Jackson

*** **** ***** **, *** Vegas, NV 89138~ 773-***-**** (cell) ~

Service Driven Senior IT Support Specialist

Qualified by 9 years of experience in IT environments with comprehensive data and telecommunications expertise; expertise in data network security analysis and wireless security; adept at solving networking, electronics, and computer technical problems. SUMMARY

Professional IT Support Technician who has been in the industry for more than 9 years. Detail and results oriented individual with above-average critical thinking skills, time management skills, and organizational skills. Qualified IT project manager who communicates well with clients, co-workers, and supervisors alike. Interested in getting results and ensuring a great customer experience for each client.


~ Capable administrator who understands the need for strategic plans, proper resource allocation, production methods, and leadership to coordinate people and resources

~ Excellent ability to use logic and reasoning to identify issues within a project and remedy those weaknesses until they become strengths

~ Highly proficient in a wide range of computer software, including file versioning software, Active Directory, Desktop Central and various operating systems, among others.

~ Knowledgeable in the procedures for recruiting, selecting, and training employees, including labor relations, compensation, and benefits.


Advanced Group

Senior IT Support/Network Admin 01/2016- Present

o Operated in a corporate environment providing service to over 1500 users. o Developed workflows and processes for Help Desk technicians to improve the quality of service to users. o Established asset management practices to track technological assets from purchase to disposal and improved resource optimization by 32%

o Developed and implemented company training portal o Manage, maintain and coordinate all critical/major incidents o Provided on-going direction, coaching, training and development opportunities to staff members, enabling ability to build new skills and increase engagement. o Created surveys and reviewed feedback to improve support experience for end user o Developed and trained on processes such as: phone/ticket escalation, Call & Ticket handling dash boards and review process, Call handling etiquette, SLA review and improvements as need o Lowered incoming email spam by 43% with the implementation of Proof Point with real-time black lists. o Ensured the highest quality of IT department service while minimizing company cost. Ironwood Financial 01/2015 - 02/2017

Senior IT Support

o Increased direct reports from 6 to 9 people, lowering ticket resolution times by 25% and creating a new support structure for staff needs.

o Created IT budget and hardware refresh schedule

o Refreshed IT hardware, resulting in savings of $100k/year, increased resources, and increased service reliability. o Act as an escalation point for our members (clients), my team, and my organization, in an effort to get the resources and personnel needed to fix problems or move projects forward. o Facilitated server builds and network configurations, including migration to a virtual environment o Implemented new onboarding/offboarding procedures to reduce total time by 50% o Consolidated multiple ticketing systems, improving communication and ticket turnover rate. o Provided on-going direction, coaching, training and development opportunities to staff members, enabling ability to build new skills and increase engagement.

o Consistently worked with the team to identify and implement quality improvements resulting in reduced time to test and higher confidence in results through automation and tools. o Built IT department's rules and procedures and deployed department's rules to all company departments. Elite Pay Global 10/2013 - 12/2014

IT Support

o Designed asset tracking database which Identified unnecessary expenses resulting in $5000 a month savings o Created new tools and improved processes for greater efficiency o Documented security events daily to create a baseline of activity for the client network. o Managed project to add automated International Voice Recognition to Avaya Digital Phone System o As technical lead successfully upgraded the Office Suite application from version 2010 to O365. This was a 10- month project and key element in the overall plan for the Elite Pays system improvement. o Used Active Directory to help monitor network

o Implemented infrastructure systems monitoring/ alerting resulting in reduction of unplanned downtime o Managed vendors, consultants, & internal IT team to successfully execute projects on-time, within budget o Manager of a four member IT department serving a user community of 850 in 3 separate locations. o Recognized across Elite Pay for Leadership excellence and people management. Grew new hire into high potential employee. Mentored an under-performing employee to become a solid team contributor TTC Marketing 05/2012 - 10/2013

IT Specialist

o Ensured daily activities are aligned with Network Operations priorities and objectives. o Defined a 2-year strategic plan to address the system issues, End-Of-Life OS & hardware issues including core LAN upgrade, Hardware upgrade strategic plan, and an infrastructure -wide Wi-Fi refresh. o Compiled an inventory hardware list of all sites, totaling all the necessary information for audit and traceability purpose.

o Sustain multiple server domains and four office locations via VPN and remote connections o Hands-On managed a 24x7 IT Helpdesk, supporting backend systems (Active Directory based servers, VMware) and customer-end devices (PCs, Mobile Devices, Phones, etc.) o Maintained IT infrastructure by utilizing in-depth technical knowledge and business requirements to design and implement secure solutions to meet customer/client needs while protecting the clinic's assets. o Refreshed over 300 PC's from Windows 7 to Windows 10 o Migrated over 800 email accounts from Outlook 2010 to Office 365 which were between several domains and without data loss.

o Commended for exceptional IT customer service and support by several TTC executives and senior management professionals.

o Mentored junior technicians and maintained a supervisory role for the IT team, including resolving team issues and team building and developing a underperforming team member to a valuable asset to the IT team Viable Networking Solutions 01/2010 - 05/2012

IT Specialist

o Image any new computers received, assigned e-mail, software and printers either networked or local. Active Directory used intensively to configure all user and equipment access. o Diagnosed, troubleshooted and maintained hardware including, PC's printers, networking equipment and telephones.

o Installed and provided support for VoIP system, Windows Servers and VMware environments. o Provided on-site and remote computer repair services to small businesses and private customers. o Managed ticket/service requests while meeting or exceeding defined service level expectations o Maintained comprehensive knowledge of hardware, software, trends and new releases. o Served as a liaison between knowledge management and emerging technologies enabling better communications resulting in elimination of work redundancies; allowing project to finish 30 days earlier o Monitored hardware upgrade and software update rollouts and reporting to the Manager if any issues that cause by the hardware upgrade and software update.


Chicago State University 08/2015 – 06/2017

Bachelor of Science in Computer Science

Prairie State College 08/2013 - 05/2015

Associate of Science in Computer Science

Application and Software Skillset

Microsoft office 2010, 2016, office 365 – Expert

Active Directory – Expert

Microsoft server 2012 – Intermediate

Citrix – Expert

Work spot –Expert

VPN Client –Expert

Windows 7,10 – Expert

Apple OS – Expert

Barracuda –Expert

Server hardware –Expert

Share Point – Expert

FTP- Expert

SAS- intermediate


Award for employee of the quarter for obsessional service provide to internal users and clients with Advanced Group 02/2018

Award for Best IT Service provided with Ironwood Financial 12/2016

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