Anesha Jackson Email & Phone Number

Remote

Provide first line support to the end users calling into the IIT Call CenterMonitor and respond quickly and effectively to requests received through email or the IITS Client PortalMonitor Help Desk tickets and process requests based on priority and escalate as necessaryBasic IT Support relating to technical issues involving Microsoft’s core business.

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to questions either in person or over the phone.
• Train computer users.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.

Dallas-Fort Worth Metroplex

• Provide remote technical support to end users of company workstations, personal computers, hardware, software, peripherals and mobile/cellular devices.
• Troubleshoot standard software and hardware questions, issues, problems and failures via telephone and chat.
• Repaired errors from Windows 10 Version 20H2 Upgrade
• Work with other members of the staff to resolve more complex matters.
• Follows policies, procedures and standards in responding to end user request and providing support.
• Documents and reports all service request and their outcome in Salesforce

Laughlin AFB, Texas, United States

• Supported 2.8K users and supervised and trained 3 technicians on various IT techniques, including troubleshooting, repairing hardware, software installs, and establishing network connectivity. Managed the Remedy.
• Installed critical network security patches on 2,300 PCs validated 3,800 network and 62 Virtual Private Network (VPN) accounts; mitigated risk of malicious attack; protected $4M of communications assets.
• Assisted in a major operating system upgrade from Windows Vista to Windows 7 for 3,500 users, and 2,200 devices.
• Systems administrator for the Emergency Operations Center (EOC) and Crisis Action Team (CAT). Repaired 15 EOC laptops/PCs; verified software compatibility; enabled quick real-world response for T-6 crash and local.
• Repaired Security Forces security data systems: enabled background checks to validate visitors, ensured safety of 6.4k base personnel.

Mosul, Nīnawá, Iraq

• Routed/Closed 1.2k+ tickets for Iraq Centcom Domain, managed 4.4k+ user accounts. Setup and configured 100+ client systems and created 130 user accounts.
• Installed 60 ft of cable and activated ports so users could regain access to the domain.
• Trained 40+ Information Management Officers (IMO) from 18 different organizations and tenant units on how to troubleshoot and resolve problems quickly and effectively. Provided soldiers and airmen with the capability.

Aviano, Friuli-Venezia Giulia, Italy

• Performs preventative maintenance, configuration management and diagnostics of computer systems for 5k+ users.
• Provides customer service to assist in the operation/restoration and configuration of 4.2k+ computer systems. Resolved 200+ issues via telephone.
• Streamlined file sharing process for 700+ record custodians and evaluated AFRIMS accounted resolving discrepancies on 186 file plans.
• Fast learner; installed 145+ software applications/troubleshot 100+ printers; maximized users communication capabilities.