Quintin Jackson Email and Phone Number

Resolved issues for customers at the root for 75% or higher through following article procedures and creative workarounds.- Achieved 80% or higher customer satisfaction rate by building rapport, and keeping a customer first attitude.- Efficiently assisted customers in timely manner, keeping average handle time between 15-18 minutes monthly.- Assisted customers in a managerial position when complex issues arose that could not be solved by level 1 techs.- Took ownership of complex cases at a rate of 65% or higher weekly, to provide the best resolution and experience for our customers.- Proficiently handled technical devices including phones, tablets, laptops, desktops, and more.

Achieved a 80% or higher working rate per day by adhering to work schedule.- 90% of calls resolved through remote technical troubleshooting, and proper escalations.- Assisted stores with various problems, including network, printer, and desktop/register issues.- Collaborated with vendor support to resolve technical problems- Provided quality customer service via phone, email, and in-person- Managed service request tickets via ticketing system.

Upgraded Windows OS from Windows 7 to Windows 10 to improve efficiency of workers computers.- Conducted PC imaging, upgrades, repairs, and deployment for merging project.- Transferred users' documents to new PCs- Installed printers and matching drivers- Provided technical support for Windows OS upgrade.

Managed asset inventory for IT and hospital equipment- Delivered IT equipment to hospital locations- Achieved 100% accuracy in inventory updates through proper planning and attention to detail.- Assisted Field Technicians with deploying new PCs- Accurately deployed and managed inventory assets at 100% using peoplesoft system.

Monitoring, maintaining and troubleshooting of Real-time data-streams and displays.Performed 2nd level troubleshooting of Real-time related issues, including server issues, connection problems, internal issues and contractor issues.Maintained contact with the operator companies to assure that all requirements were met, and to make changes to the data-stream and or displays where required.Maintains contact with the different contractors on the rig to ensure proper mapping and units of measurement, of all incoming Real-time dataKeeps all data managed client specific and extremely confidential

Shadowing experienced team members, managing virtual servers on VmWare, checking if virtual severs were being used with ipControl and Netbrain before implementing then into the Solarwinds software, helping with the integration of new Microsoft Exchange servers, working with other teams such as Epic, Network, and Windows to update information on each respective servers.

Shadowing experienced team members, managing virtual servers on VmWare, project management over Imprivata Cortext secure messaging pilot, managing email accounts on Microsoft Exchange, etc.

Helping other students with studying/doing homework for low level math courses.