Jay Jackson

Work Experience

• IT Help Desk Analyst, Technical Support Analyst, or Desktop Support Specialist

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  Utilizing 7+ years of technical expertise and exceptional customer service skills, my mission is to secure a rewarding career as a Help Desk Analyst, Technical Support Analyst, or Desktop Support Specialist in a fast-paced state-of-the-art Information Technology environment, whereby, as a result, increasing company productivity and maintaining customer satisfaction. Technical Skills Software: Microsoft Windows 3.1, 9x, ME, NT 4.0, 2000, Vista, XP, & 7 Operating systems & Servers; Novell Netware; Macintosh OS 9x and OS X; TCP/IP; IPX/SPX; IMAP, POP, Netbui; DHCP; Ethernet; SMS; SCCM; LANDesk; On Command Remote; Dial-Up Networking; VPN (Secure Remote); Checkpoint; Juniper; MS-DOS; DSL; Bluetooth Wireless Technologies; Symantec Ghost; VMware (Enterprise Administrator; MS Exchange Server; MS Project 98, 2000, 2007 & 2010; MS Office 97, 2000, XP, 2003, 2000; 2010 Professional and OS365; MS FrontPage 98, 2000, XP, & 2003; Microsoft Lync 2010; Lotus Notes; GroupWise; Outlook; Entourage, McAfee, Dr. Solomon's and Norton's Anti-Virus; Act; Goldmine; FileMaker Pro;; Remedy; Service Now; Easy CD Creator; Nero CD Burning; Internet Explorer; Mozilla Firefox; Google Chrome; Netscape Navigator & Communicator; AT&T Global Dialer; Ipass; Partition Magic; Adobe Photoshop; Adobe Illustrator; Adobe PageMaker; Adobe Acrobat Reader/Writer; WinFax Pro; FaxSr; PC Docs; Norton's Utilities; JES2 , VM , MVS , VTAM , CA5 , CA7 , CICS , ESA , VSE Active Directory, Mcafee , SSCM Hardware: HP Vectra, Kayak & Pavilion; Dell Optiplex, Dimension & Precision; Compaq DeskPro; NEC Powermate; IBM Net Vista, Gateway; Compaq Armada Laptops; IBM ThinkPad series & Lenovo; Dell Latitude Notebooks; Toshiba Satellite Laptops; Toshiba Libretto; NEC Versa Notebooks; Macintosh G3/G4, , iMac; MacBook Pro; HP LaserJet, DeskJet, Inkjet & Multifunction Printers/Scanners; Lexmark Printers; Xerox Workforce Centre Multifunction Printers/ Scanners; HP CD Writer Plus; Imation CD Burner; TDK CD Burner; US Robotics & Zoom data/voice/fax modems; Bantam External CD ROM Drive; HP Scan Jet; Western Digital & Seagate Hard drives; Memory; Network Interface Cards; Plug & Play; SCSI; IDE; USB; Keyboards; Mice and Pointing devices; Monitors & Video Display Adapters; Sound cards; with IBM 400 series drives, Bell magnetic drives. etc. Telecommunication: PBX Phone Switch’s, T1, T3 Circuits, Punch down Blocks, Voicemail, Palm Pilot, Blackberry, iPhone Education, Certifications & Training Windows XP Professional MCSE 70-270 Windows 2000 Network Design MCSE 70-221 COMP TIA A+ Lincoln Technical Institute, Basic Automotive Course - 1991, Arlington, TX East field Community College, General Automotive Course - 1992, Mesquite, TX Lincoln Technical Institute: Mechanical tune-up certification, advanced diagnostics certification. Extensive experience in automotive repair and body work. Experience in general plumbing, electrical, dry-wall, painting and trouble - shooting equipmentThe mechanical maintenance of commercial equipment and multi-million-dollar properties. Professional Experience Advantix Solutions 9/3/2019-7-19-2024 Fixed Wireline Support Job Duties: • Manage and support over 60 accounts and support our clients with 24/7 support. • Strict SLA on these accounts, which must be monitored and managed. • Create trouble tickets and layer 1 trouble shooting with the site. • Managed RDS Support which split my duties between the repair side with over 750 customers. • Documentation of process and procedures for new hires and current employees. • Experience with Salesforce and One view application that we used for ticketing system. • Processed mobility cases for oversea travel with cell phones. • Worked with Account team and client with service issues and needs and ran reports for phone usage for Bancroft. • Assisted with the MACD team on service requests and maintained that our clients service stays up and remains stable. • Worked with all major ISP on repair issues with DIA, MPLS, Circuits and PIAB..ETC M. Green A/C & Heating Lead Inspector Job Duties: 7/2017-5/2019 ● System pressures from SMAN gauges ● Temperature splits for the AC & Heat ● Take pictures of the condenser and air handler units ● Take pictures of the evaporator coil and drain pan. ● Test amp draw for heat kits and fan motor and compressor ● Checked duct work for any damage or leaks. ● Checked coils for leaks ● Did some service work mainly small repairs – run capacitor, clean condenser coils..etc ● Complete Inspection form and upload photos to opendoor ● Reported all my results to opendoor Centennial Medical Center Desktop Support 7/2012- 6/2017 ● Assisted with desktop KACE Imaging ● Assisted with doing SMS software pushes across the network. ● Worked OPAS Tickets in which were placed in our IT queue.● Created access for applications and network shares. ● Assisted in projects and work with 3 rd party vendors. ● Trouble shoot applications and hardware issues for over 500 users and 600 computers. ● Interactive with customers and work on issues whether it’s hardware or software related and to maintain or different service levels. ● Maintain our SLA for our department which we had a quick turnaround time of a few days to resolve. ● Coordinated with Vendors to address escalated hardware, software, and/or peripheral related issues. ● Created groups and managed our OUs within active directory. ● Assisted Administration with computer or handheld devices problems. ● Performed Data Backup and Migration on our NAS servers. ● Performed HAGY Backup daily. ● Granted access to conference rooms and Distribution Lists within Outlook ● Maintained and updated Documentation for software and hardware related issues to use to train new users and other desktop technicians