Jackson Arredondo Email & Phone Number

• Full system support to include set up, installation, and configuration of all new computer systems, including the operating systems, software packages and peripherals• Perform hardware and software root-cause analysis to resolve technical end-user problems, locally & remotely• Install, maintain and troubleshoot server, network, system and application issues• Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority• Document all service desk incidents in corporate service desk software• Provide after hours on call services as part of the Service Desk rotation schedule

• Created all new network and e-mail accounts employing Microsoft Exchange Server 2000 Active Directory Users and Computers• Utilized the ticket tracking system to prioritize, track and follow up on requests• Researched, resolved and responded to inquiries received via email, tickets and phone in a timely manner• Provided technical support, troubleshooting and diagnosed hardware and software problems, including desktop, laptop, LAN/WAN, and remote systems• Escalated issues to Field Services based on established company guidelines and procedures• Provided after hours on call support on a monthly basis to field personnel and corporate users with computer, printer and connectivity issues• Documented and maintained internal procedures, system policies, service requests, user profiles and more

Help Desk TechnicianComputer Generated Solutions, Inc., Tampa, FL• Troubleshoot Windows XP/Vista on various technical issues, configuration and questions• Provided remote desktop support for various contracted companies• Performed diagnostics and troubleshooting of system issues and documented help desk tickets/resolutions• Support of Lotus Notes on various questions, technical issues and analysis of network connectivity• Troubleshoot network connectivity, network printing and user access issues• Secured ID Administrator to grant access through the security firewall• Internet Explorer configuration with proxy settings to access intranet server/internet firewall• Monitored & responded to tickets & problems promptly by troubleshooting, diagnosing & take corrective action

• Addressed customers’ inquiries via telephone regarding their bank checking accounts, savings accounts, CDs, IRAs, loans, and more• Cross-sold services over the phone such as overdraft protection• Ordered credit reports to assist with finding appropriate loan programs