Nathaniel Jackson Email & Phone Number

Montgomery, Alabama, United States

- Installed, configured, and administered network servers to include list, print, file, application, backup, communication servers, and virtual environments.- Installed, configured, troubleshot, administered, and managed data backup, recovery process, and applications using tape and virtual tape (Data Domain) technologies.- Managed all printers and printer related issues on the Area52 network for AFLCMC Users at Maxwell AFB-Gunter Annex base-wide with assistance from Tier 2 and Tier 3 support groups if needed

Montgomery, Alabama Area

- Installed, configured, and administered network servers to include list, print, file, application, backup, communication servers, and virtual environments.- Installed, configured, troubleshot, administered, and managed data backup, recovery process, and applications using tape and virtual tape (Data Domain) technologies.- Managed all printers and printer related issues on the Area52 network for AFLCMC Users at Maxwell AFB-Gunter Annex base-wide with assistance from Tier 2 and Tier 3 support groups if needed

Montgomery, Alabama Area

- As the Tier 1 Helpdesk Technician, I handled call traffic from AFLCMC Users at Maxwell AFB-Gunter Annex. In a typical month I would handle an average of 40 calls per day, and approximately 800 calls per month. I had a performance target of handling 30% of calls at first-contact and generally averaged 45%.- For calls that were unable to resolve at first contact I used Remedy to escalate the issue to the appropriate Tier 2 and Tier 3 support groups. - Diagnosed, identified, isolated and analyzed issues by utilizing, Remedy, Active Directory, Microsoft PowerShell and Administrative tools. - Troubleshooting and correcting user account issues by configuring Active Directory information.- Interfaced with NCC leadership in a manner that was professional and helpful without over-sharing and over-blowing active issues before the severity of the issue was understood.- Used my knowledge as SME to better assist customers as well as other technicians in the Network Control Center. This includes making Technician SOPs (Standard Operating Procedures) and User troubleshooting documents to help with customer frustration and aim for solving issues with self-help documents first instead of the user contacting the Helpdesk.- Assisted my leadership in meetings to help further the future design of the Helpdesk as well as offer advice for any recommendations or changes that may need to be made.

Montgomery, Alabama Area

- Supported a 350 node-600 Juniper switch deployment at Davis-Monthan AFB. Working under the direction of Sr. Network Engineers, Infrastructure Engineers, and Project Manager, I performed the following tasks- Upgraded nodes, and perform initial configuration node for initial insertion into core network systems, tested connectivity. Validated node insertion and preformed troubleshooting- Applied DOD STIG Configuration elements to each node as directed.- Performed survey of Communication closets to capture relevant characteristics of the location to include network/ladder racks, cable managers, fiber distribution points, patch panels, cable pathways, electrical circuits, HVAC, and other network support devices such as UPS and PDUs.- Performed installation of network support equipment including cable managers, PDUs, etc. preformed cable management by dressing, organizing, and labeling cables as required.- Supported fiber installation and testing under direction Sr. ISP technician.- Organized and filed field survey documentation under direction of Project Manager.- Organized fiber test data by site, building, and closet. Verified available fiber test data against expectation from approved survey requirements.

Montgomery, Alabama Area

- As the Tier 1 Helpdesk Technician, I handled call traffic from AFLCMC Users at Maxwell AFB-Gunter Annex. In a typical month I would handle an average of 40 calls per day, and approximately 800 calls per month. I had a performance target of handling 30% of calls at first-contact and generally averaged 45%.- For calls that were unable to resolve at first contact I used Remedy to escalate the issue to the appropriate Tier 2 and Tier 3 support groups. - Diagnosed, identified, isolated and analyzed issues by utilizing, Remedy, Active Directory, Microsoft PowerShell and Administrative tools. - Troubleshot and corrected user account issues by configuring Active Directory information.- Communicated with NCC leadership in a manner that was professional and helpful without over-sharing and over-blowing active issues before the severity of the issue was understood.