Nichole Jackson Email & Phone Number

Brooksville, FL, US

Tampa, Florida, United States

• On Site technical support for Phelps & Dunbar Law offices
• Trained lawyers and legal staff on how to use the applications such as imanage, chromeriver, office, intune
• Utilized Service Now for asset management and ticketing
• Assisted users with setting up and troubleshooting intune on mobile devices and tablets
• Responsible for maintaining site inventory including ordering equipment
• Imaged and deployed user laptops and desktops

Stafford, Virginia, United States

• Technical support for Military Onesource website
• Assisted active military, retired military, spouses, and dependents with issues regarding the website
• Reset user passwords
• Setup user access to programs such as BOSS and MySeco
• Obtained and maintained secret clearance in compliance with guidelines for civilian contractors working with DOD systems

Clearwater, Florida, United States

• Software support for Topssoft proprietary legacy program for HOA management
• Assisted customers with technical issues regarding the Topssoft Pro program
• Assisted with installing the software on new pcs
• Assisted user with some accounting issues with regards to owners, vendors, AP and AR issues
• In charge of the digital signature process for Tops Pro Software and the creation of all Tops Pro digital signatures

• TRC Service Desk Analyst supporting Saddle Creek Logistics associates and vendors; troubleshooting software and hardware issues
• Imaged new pcs and Reimaged existing pcs
• Created users in Active Directory
• Updated user info first in shortel and then in mitel director
• Created user mailboxes using powershell
• Licensed user mailboxes in Office 365

Tampa/St. Petersburg, Florida Area

• Senior Service Desk Analyst supporting two law firms (Freeborn & Peters and Seyfarth Shaw)
• Created multiple How To documents for use by coworkers and users
• Trained all new employees
• Created new documentation for and maintained the knowledgebase
• In charge of hiring all new employees
• First point of contact for all escalations to other teams

Tampa/St. Petersburg, Florida Area

• Help Desk Analyst assisting DLA Piper Law Firm employees
• Assisted with formatting in 2010 version of word, powerpoint, and excel
• Assisted users with formatting with Legal MacPac plugin for Word 2010
• Assisted users with Outlook 2010 (setting up delegate access, setting out of office replies, mail rules, etc.)
• Assisted with remote access via citrix and cisco anyconnect vpn
• Assisted users with HID 2 factor authentication issues when trying to connect remotely

• Legal intern responsible for: answering office phones; writing checks for expenses; inputting client information into Clio; typing up letters of authority, requests for balance reductions, and interrogatories; managing.

Tampa/St. Petersburg, Florida Area

• Customer Service Agent providing quality customer service technical support to Bloomin’ Brands employees
• Utilized Bomgar to remote into restaurant computers and terminals to assist with various issues
• Assisted with troubleshooting office printer issues, prep printer issues, terminals not functioning
• Assisted with password resets in active directory, BBI connect, and BBI University
• Assisted with operational issues such as inventory issues; issues with check, server checkout issues, job and check team issues, and DSR issues
• Assisted users with RSA tokens and connecting via remote access/VPN

Tampa/St. Petersburg, Florida Area

• Contract position with Bloomin' Brands as a Help Desk Associate that became a permanent position.
• Customer Service Agent providing quality customer service technical support to Bloomin’ Brands employees
• Utilized Bomgar to remote into restaurant computers and terminals to assist with various issues
• Assisted with troubleshooting office printer issues, prep printer issues, terminals not functioning
• Assisted with password resets in active directory, BBI connect, and BBI University
• Assisted with operational issues such as inventory issues; issues with check, server checkout issues, job and check team issues, and DSR issues

Tampa/St. Petersburg, Florida Area

• Customer Service Agent providing quality customer service technical support to Honeywell employees
• Provided Tier 1 technical support to Honeywell employees having issues with their Dell computers
• Remoted into employee computers to map drives, assist with installs of programs such as Project, Visio, etc.
• Assisted employees with troubleshooting issues with VPN using Cisco AnyConnect, Outlook, Microsoft Office programs, and Lync
• Utilized DOS in employee computers for various issues such as finding computer ip, computer hostname, ping ip, flush the dns, etc.
• Utilized msconfig to adjust start up programs

Tampa/St. Petersburg, Florida Area

• Customer Service Agent providing quality customer service to officers which entails troubleshooting issues with the officers as well as answering questions they may have regarding equipment and software
• Monitor offender alarms while following the various protocols set in place regarding handling those alarms
• Assisted the Help Desk Coordinator with calls, forms, and record maintenance
• Acted as Assistant Team Lead for the Evening Shift - managing nightly work flow, resolving issues such as outages, and answering employee questions
• Acted as a point of contact regarding protocols, policies, and equipment
• Assisted with the training of new employees through nesting

• Customer Service Technical Support Representative that provided quality customer service and technical support to customers with Verizon equipment and services
• Assisted in taking inventory for the store
• Provided sales assistance to customers regarding products and services offered by Verizon
• Assisted with the training of new employees

Tampa, FL

• Customer Service Technical Support Representative that provided quality customer service and technical support to customers with Alltel equipment and services
• Provided sales assistance to customers regarding products and services offered by Alltel
• Assisted Alltel customers with billing questions