Shaq Jackson Email & Phone Number

Bowie, Md, Us

Troubleshot technical issues to identify root causes and implement effective solutions for customersMaintained and updated knowledge base, product manuals and FAQ pages with the latest troubleshooting techniques and solutions particularly focusing on external hard drive support Aid customers in identifying the appropriate equipment to meet their needs.Provided remote support to clients by guiding them through troubleshooting steps and resolving issues efficiently.Set up sales orders, including carrier selection, order verification, and credit card processing Create and manage customer accounts in companies ERP system, making necessary adjustments as needed. Utilized strong customer service skills to exceed client expectations and ensure satisfaction with technical and product support services.

Fort Carson, Colorado, United States

Networking, Communication Security, Routing and Switching, Troubleshooting, Machine Re-imaging, Information Migration, Active Directory Administration, SharePoint Administration, Documenting and Upholding Standard Operation Procedures.Operate and maintain various communications equipment to include signal monitoring equipment, videobroadcast equipment, and various satellite modems.Troubleshoot using electronic training manuals, identifying signals and signal parameters, and applyingmechanical skills to maintain operational equipment.Implements standard operating procedure for incoming teams to minimize confusion and to optimizeproficiency.Perform routine, non-routine, and complex maintenance on all subsystems including communications,networking, antenna, power, timing, signal distribution, trucks, trailers, environmental control, and supportequipment.Proficient with satellite modems, system specific software suites, digital video broadcast equipment, highpower amplifiers, signal generators, and spectrum analyzers

Peterson Sfb, Colorado Springs, Co

Manage integration of the network system management tools.Manage Network Management Systems monitoring and reporting.Interface between the customer and NOC management and provide input into the management activities.Patch and STIG required devices utilizing the DOD STIG viewer.Create and maintain section SOP’s and maintenance documentation. Train and evaluate new hire technical performance of and use of assigned systems and tasks. Monitor sensor tools to proactively identify outages or potential problems. Perform routine, scheduled hardware and software checks on core services and document results in Remedy ticket and the Master Station Log (MSL). Investigate out-of-normal operational performance to determine the need for escalation. Perform regular trend analysis to identify out-of-normal performance warranting additional investigation. Work with the Senior Lead to communicate the status, risk, and impact of emerging problem areas and report findings to Incident and Problem Management teams. Reconcile ASI reports with incidents detected on the network to avoid false positive reporting. Collect and document all available data on potential and actual problem areas to support rapid hand-off to problem management, event, or incident response teams. Create After-Action Reports as needed. Vulnerability management of Palo Alto, Cisco, and Check Point Firewalls Routinely scan all tickets submitted in Remedy across Enterprise. Prioritize trouble tickets in accordance with established guidelines. Analyze symptoms presented in tickets, then document and report the results. Provide guidance and training on policies, procedures and lessons learned to other team members. Perform routine maintenance and system upgrades on Network Monitoring resources.

Fort Carson, Colorado, United States

Conduct Tier II level troubleshooting to support Installation customer needs throughout the WesternRegionServe as a Customer Support Specialist (Help Desk/IT Support) with the responsibility for testing,operation, troubleshooting and maintenance of Installation IT equipment and software systems.Utilize specific applications such as: Remedy Action Request System, SCCM, Remote DesktopConnection, Active Directory, PowerShell, and Remote server administration tools as required.Administer assigned systems, including associated IT equipment and software and numerous interfaces,included in the Installation Local Area Network (LAN) and Wide Area Network (WAN) SIPR andNIRPRnet.Ensure that Installation customers are provided the most current versions of applicable software as theybecome available.Maintains systems configuration as well as resolve IT equipment/software interfaces and interoperabilityproblems.Monitors accounts, network rights and access to systems and equipmentEnsures the rigorous application of information security/information assurance policies, principles, andpractices while accomplishing all assignments.

East Coast Travel Team

Team Leader of eight to ten technicians; responsible for their accountability, training and performance.Survey current Windows 7 machines in preparation for Windows 10 Deployment.Conduct daily operation meetings to ensure the project stays on track with customer and project demandsComplete daily reports to inform customer of daily progressDelegate team members to complete required taskMaintain SOP documents for troubleshooting, upgrades, BIOS configurations, and script executionMaintain accountability of company equipmentDeploy Windows 10 software onto preexisting workstationsProvide backups and restorations of customer dataMap network Printers and DrivesProvide customers with first line support for services such as power outages, wiring problems, printerrouting and escalate unresolved problems to appropriate personnel for resolution.

Washington, District Of Columbia

Assist in account creation and maintenance in Active Directory and Active Directory MigrationProvide professional and consistent support to users with Microsoft Office productsGive technical support to customers with hardware and software difficulties via remote support or directcontactIdentify and escalate service tickets to the appropriate authorityConduct VTC presentations and maintain telecommunication equipmentManage RSA Key Fob for 400 users – Windows AD caching with RSA tokens for local and remote accessto secured networksInstalls Web servers, file servers, print servers, and mail servers.Maintain Standard Operating Procedure documents for troubleshooting upgrades, Microsoft User creations,Microsoft Exchange email accounts, and script executionCheck Endpoint security configurations VPN and monitored switchesProvide VNC Remote desktop support access for 500 plus local nationwide field offices for MS Office2003, 2019 Pro Adobe Suites Pro, Citrix Application support, and desktop printing support.

Information Technology, Network And System Administration/Administrator, Graduate

B.S. Information Technology A.S. Information Technology

High School, Engineering, 9-12

Activities and Societies: Varsity Lacrosse Varsity Soccer Chef4you Film Club Unified Boccie Team Unified Tennis Indoor Track Team Track.