Desktop Support Tech MS CRM 2011 Focus

Johnny R. Jackson

**** **** ** ******* **** Apt *447 – Buford, Ga 30519 229-***-**** Email: **********@*****.***

mailto:******.********@*****.***

SUMMARY OF QUALIFICATIONS

- CompTIA A+ certified computer technician.

- Excellent communicator with outstanding customer service skills. Experience working with a wide range of end-users, diagnosing and resolving hardware and software issues. Outstanding technical skills and experience with multiple Windows operating systems, MS Office, internet connections, PC hardware, applications and documentation.

- Outstanding proficiency with translating technical terminology for end-users.

- Experience Imaging, setting up, installing, troubleshooting and repairing desktops, laptops, networking hardware and printers. Experience with Active Directory.

- Experience migrating users from one Operating System to another (XP to Windows 11 and Mac OS).

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

- Skilled in the use of multiple ticketing systems, the most recent being BMC Magic and Connectwise.

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

TECHNICAL SKILLS

Networking: LAN/WAN, TCP/IP, Hardware

Operating Systems: Windows XP/Vista/7/8/8.1/10/11, Google Android, Apple OS, iOS

Software Applications: MS Office 2003/2007/2010/2013/2019 (Outlook, Word, Excel, Power Point,

Teams), Active Directory, Azure AD, and Group Policy.

Imaging Software, various Anti-Virus software, Microsoft

SCCM deployment tools, RDP remote connect tools and Citrix.

EDUCATION

Albany Technical College Albany, Ga Sept. 2000 – Jun. 2003

Associate Degree in Computer Information Systems.

Albany State University Albany, Ga Aug. 2006 – May. 2007

Kennesaw State University Kennesaw, Ga Jun. 2025 – Current

PROFESSIONAL EXPERIENCE

Piedmont Healthcare Atlanta, GA September 2024-current

Application Support Analyst

An application support analyst's job is to provide technical support for software and business systems, and to resolve issues that customers may have. They may also perform other duties, such as:

Troubleshooting: Identify and resolve technical issues, such as faults and errors

Training: Provide training and guidance to users on how to use the software

Software maintenance: Perform routine system backups and upgrades, and install new operating systems

Documentation: Create and maintain documentation for procedures, policies, and databases

Software development: Design, code, test, and document new software applications

Software selection: Evaluate software packages and make recommendations for selecting and customizing applications

Communication: Communicate technical information to non-technical colleagues and customers

Reporting: Create and analyze reports based on current and previous errors

Milner Technologies Norcross, GA January 2018 – September 2024

IT Support Analyst Tier II

The Helpdesk Analyst II is responsible for providing technology support for advanced helpdesk calls. Resolve calls immediately while on the phone with the customer. Capable of handling advanced issues involving more complex, sophisticated equipment and problems. Duties include entering calls into tracking system, prioritizing calls, evaluating calls, resolving calls, and escalating calls as required and following up with customers as needed. Assist System Technicians in troubleshooting problems. Escalate problems to Manager when necessary.

Achieves expected productivity levels associated with assigned workload and level of experience

Monitor customer environments with provided remote management tools

Answer incoming phone calls and escalated phone calls to determine if remote support is an option

Assist customers remotely with software and desktop issues

Repair equipment without recalls or delay

Maintain schedule

Avoid unnecessary calls or recurring work

Encourage purchase of maintenance contracts and accessories, assist in pursuing all opportunities

Provide assistance to other customer service reps with troubleshooting and preventative maintenance procedures

Processing software’s and hardware’s by coordinating user setups, installations and upgrades.

Atlanta Women’s Health Group Atlanta, Ga January 2017-January 2018

IT Support Helpdesk Analyst

The Help Desk Analyst provides customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation and documentation of a variety of software and hardware technologies using remote communication or through phone to the client or the end user.

Provide excellent services through phone to IT users for basic end user related hardware’s and software’s, desktop related LAN network systems.

Configuration and resetting the network access accounts whenever required.

Installation of new hardware’s and software’s.

Processing software’s and hardware’s by coordinating user setups, installations and upgrades.

Provide training to end users.

Children’s Healthcare of Atlanta Duluth, Ga September 2016-December2016

Solution Center Analyst

IS&T Solution Center is the single point of contact (SPOC) for staff, parents, patients, physicians, visitors and our community partners seeking technical resolution for supported software and hardware while providing exceptional customer service.

Provides first call resolution for customers’ in resolving technical problems. Respond to customers’ questions and requests promptly, appropriately and professionally. Utilize the Service Management system for tracking and escalation.

Identify, diagnose, and resolve level one problem for customers’ network connectivity.

Assist with creating materials for customers’ frequently asked questions (FAQs).

Provide on-time training to proactively reduce customers’ downtime

Follow-up with status update and ensure resolution exceeds customers’ expectation

Monitors all interfaces across multiple platforms and systems every hour.

Execute the communications escalation protocol for T1 systems

Performs daily, weekly, monthly, and yearly scheduled backups

Dynasis Integrated Systems Alpharetta, Ga June 2014- September2016

Systems Engineer

Candidates must demonstrate exceptional customer service skills and technical expertise while supporting multiple, diverse Microsoft based networks; and be prepared for site to site travel in the North Atlanta area. Must be self-motivated, multi-tasking, pro-active individuals who demonstrate the ability to go beyond text-book training to anticipate and prevent typical problems, as well as quickly and intuitively solve new problems.

•Microsoft Windows O/S, MS Office, SonicWALL, Networking/Printing, Virus/Spyware removal skills

Incident resolution

•Understanding and troubleshooting problem/incident

•Developing and communicating resolution plan

•Resolving incident or ensuring proper resolution of the incident

•Documenting resolution of incident

•Ensuring time is logged and work order is closed

•Re-routing work order if necessary

Ensuring notes/correspondences are documented in the knowledge base

Quality Assurance (QA)

•Ensuring best practices are considered and included in documentation

Phoebe Putney Memorial Hospital Albany, GA April 2008 – June 2014

IT 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 its affiliates. Installs, configures, and troubleshoots micro-computer and associated hardware/software. Full-time position in Desktop, Laptop, Server, and Network Support in tight 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 460 users physically and remotely.

Troubleshot computer hardware, software and LAN / WAN issues, working independently and with a team of IT professionals throughout the US and Canada, using a ticketing system. Migrated users from Windows XP to Windows 7.

- Knowledge of VMWare, SCCM, Microsoft Exchange and Active Directory

Circuit City (Firedog) Albany, Ga Mar. 2005 – April 2008

Software / Hardware Support Technician

PC technician is a skilled worker specialized in trouble-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-time position in PC / Mac, Software and Network Support.

Responded to in store tickets in a timely manner, and provided a high level of top-notch customer support, while keeping all documentation up-to-date.

Troubleshoot desktop and laptop PCs for customers who purchase a new unit or old system from home.

Responsible for software troubleshooting and upgrades, PC hardware support, Win XP, Vista, and 7 image building, migration and deployment, and documentation.

ADDITIONAL INFORMATION

- Associate Degree – Computer Information Systems

- CompTIA A+

- Application Software Specialist

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