ROBERT A. JACKSON

**** ***** **** ****** ******* City Oklahoma 73130

Email: adct7v@r.postjobfree.com

Phone: 405-***-****

To obtain an Information Technology position that will allow me to use the technical skills I have acquired over the past 17 years and continue to practice great people skills and end user education.

EXPERIENCE

JULY 2019 – FEBRUARY 2020

SYSTEM ENGINEER: XCEL OFFICE SOLUTIONS – OKLAHOMA CITY

Respond to request for technical assistance in person, via phone, and by remote connection. Diagnose and resolve technical Hardware and Software issues. Research questions using available information resources. Advise user on appropriate actions and upgrades. Log all interactions into ticketing system. Identify and escalate situations requiring urgent attention. Report re-occurring problems to management. Installation and configuring of various software and hardware. Including Desktops, Laptops, Servers, and WatchGuard Firewalls.

OCT 2018 – MAY 2019

INFORMATION TECHNOLOGY/ DESKTOP SUPPORT: GLOBE LIFE & ACCIDENT INSURANCE: UNISYS

Troubleshoot all IT related issues for 250 users including Desktop, Laptop, and Network related problems.

Build and set-up new computers for users in the process of migrating from Windows 7 to Windows 10.

Troubleshoot issues concerning repair and replacement of Servers, Switches, and Firewalls.

Go deskside to users to assist with any Hardware, Application, and Printer issues.

Installed Software on users Workstations and Laptops via SCCM and Green Beans. Tracked all trouble tickets with Service Now ticketing system.

APRIL 2018 – SEPT 2018

DESKTOP SUPPORT / MIGRATION TECHNICIAN: CHOCTAW DEFENSE

Headed the migration of all Desktop and Laptop computers from Windows 7 to Windows 10. Migrated users from Microsoft Office 2013 to Cloud based Microsoft Office 365.

Troubleshoot Network and Printer issues both in person and via remote software.

At the request of users, I installed various specialty applications and used by Defense Department.

Assisted with Data storage and Back-Ups.

OCT 2017 – JAN 2018

APPLICATION ANALYST: ADVANCED MICRO SOLUTIONS: THROUGH ROBERT HALF TECHNOLOGY

Provide technical support for the 1099 ECT software. Including installation and updating the program.

Modified 1099ECT Software to make it compatible with on board software such as Anti-Virus and Windows Operating Systems.

This position was a Three Month contract that I did complete earning a Two Thousand Dollar bonus.

NOV 2014 – AUG 2017

APPLICATION ANALYST: FISERV INC.

Provided technical support to Bank and Credit Union employees needing assistance with Fiserv software such as Navigator and Depcon. I also supported standard software such as Citrix, Active Directory, Microsoft Office, Bit Locker, and Windows 7 and Windows 10 Operating Systems.

Distribution and installation of software and hardware including system troubleshooting using remote access and VPN support.

Installed and configured anti-virus programs including McAfee, Symantec, and Nod32.

Responded to severity outage notifications; analyze and troubleshoot problem for resolution in conjunction with other resolver groups.

Kept track of all issues and performed follow-up using Fiserv ticketing system.

AUG 2014 – NOV 2014

SYSTEM SPECIALIST: SANDRIDGE ENERGY THROUGH ROBERT HALF TECHNOLOGY

Making remote connection and going in person to troubleshoot and repair employee’s computers and peripherals. Forwarding end user education by explaining possible causes and how to avoid them.

Answering incoming calls, emails, and tickets to assist users with software, hardware, and networking issues. Handled employee requests for SharePoint and Network drive access.

Recording, tracking, and performing post resolution follow-ups in the Service Desk ticketing system.

Mar 2008 – Jul 2014

APPLICATION ANALYST / HELP DESK SUPPORT TECHNICIAN:

DELL INC.

Provide technical support to ADT employees needing assistance with Citrix, Active Directory, Bomgar and VPN connection, Microsoft Office, and Windows 7.

Responded to severity outage notifications; analyze and troubleshoot problem. Work with Command Center and other resolver groups for a quick resolution.

Installed software over the network via SCCM.

Provided initial support for server operating systems including Server 2008 and 2012.

EDUCATION

COMPUTER SCIENCE: OKLAHOMA CITY COMMUNITY COLLEGE

GPA 3.60

CompTIA Network +

CompTIA A+

SKILLS

Strong people and technical skills. I believe that taking the time not only to help the user but to also educate that person is very important to both the technician and the user.

I enjoy assisting people who are lacking in technical skill but have the will to learn. Showing the person that I am there to help

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