Robert Jackson Email & Phone Number

Houston, Texas, United States

The Woodlands, Texas, United States

▪ Establish baseline configuration of workstations and connectivity software that allows internal customers to effectively do their jobs in the Region.▪ Install, configure and support desktop hardware and software applications.▪ Work with Data and Telecom service providers on improvements and situational issues.▪ Provide Level 1 support for workstations, including handling after hour’s calls as assigned.▪ Determined and resolved issues on account and password within Active Directory, file and applications, group organization, Citrix profile, and OPS profile rollbacks▪ Develop and implement processes to effectively deploy, change and move workstations and workstation software.▪ Follow established procedures for monitoring of systems and problem management.▪ Work as a member of various Project Teams.▪ Provide system documentation and training for PC Technicians and Help Desk associates.

Houston, Texas, United States

▪ Held responsibility in configuring, troubleshooting, and resolving all issues related to hardware maintenance and software support while providing desk-side support and directly working with IT staff end users▪ Observed strict adherence to service-level agreement (SLA) in updating and resolving support tickets to maintain high-quality service to customers▪ Managed installation, repair, deployment, troubleshooting, setup, inventory, and resolution of the following:o Desktop computers and laptops for newly hired employees;o Firm-issued PDA (personal digital assistant) devices;o Projectors, printers, and other computer hardware; ando Audiovisuals (AV) and equipment for video conferencing between firm offices and clients;▪ Took charge of equipment rentals and checks for diverse company events, including summer programs and court trials▪ Provided first-rate assistance in developing and executing effective methods for hardware repairs and return merchandise authorizations (RMAs) with vendors and suppliers▪ Offered technical support in organizing the distribution and allocation of inventory to lawyers and staff during hardware and software upgrades▪ Assumed accountability in notifying users; reporting early signs of potential issues and critical situations to supervisors; and providing recommendations in resolving issues

▪ Rendered high level of escalation support to 20 help desk staff providing information and support to more than 50 clients▪ Strategically created policies, procedures, and standards while also organizing and facilitating training for help desk support staff▪ Ensured efficient and outstanding customer service by systematically arranging schedules, resolving issues, and providing help desk documentation

▪ Ensured the delivery of high-quality 1st and 2nd tier level support services to more than 1,000 users for the law firm of Sutherland Asbill and Brennan at Houston, Texas▪ Took part in supporting all office applications, hardware, software, mobile device, and web site issues and problems▪ Administered the file and application association, as well as the account password and issues within Active Directory group organization▪ Assisted with migration of operating system for both desktop and laptop computers from Windows XP to Windows 7▪ Provided excellent customer service in tracking all incoming calls through ASI, a developed application system, in effectively processing escalations and adhering to SLA

Houston, Texas, United States

▪ Rendered high-quality technical 1st and 2nd tier-level support to more than 1,750 employees across the firm▪ Effectively utilized heat call tracing software in tracking calls▪ Determined and resolved issues on account and password within Active Directory, file and applications, group organization, Citrix profile, and OPS profile rollbacks

Houston, Texas, United States

▪ Implemented Windows services to several customers including Herbalife, Starwood Hotels Inc., Autodesk, and many other fortune 500 companies▪ Offered insights and assistance in delivering cost-effective support in implementing technical solutions for corporate portfolio products▪ Spearheaded the operations of Microsoft Windows server and networking infrastructure with focus on incident, problem, and standard change management▪ Fostered a positive working environment to Support Team while ensuring high quality service aligned with SLA