Vicky Jackson Email & Phone Number

Dallas, Tx, Us

Coppell, Tx

Dallas/Fort Worth Area

Dallas/Fort Worth Area

Onsite at Trinity Industries

Plano, Tx

Interface with other teams to solve problems affecting the Stores and Infrastructure environment. Identify and involve appropriate parties to solve chronic issues.Assisted with setting up and transitioning Cisco Call Manager 8.5 to a virtual cluster. Assisted with setting up and transitioning to Unity Connection 9.1 virtual cluster. Maintain and create store options for 80 Voip stores.Assist and troubleshoot phone line problems and dispatch vendor for resolution.Schedule and conduct meetings of Construction, Retail Operations, Network Engineering and helpdesk to coordinate installs and support of network and telephony issues.

Repositioned to Network Engineering with J.C. Penney. Assisted with Design and implementation of CiscoUnity Connection cluster. Assisted with Design and implementation of Cisco Call Manager 8.5 cluster. Daily troubleshooting, support and documentation of telephony issues for over 50 VoIP Retail stores.

Contracted through Paladin Consulting then hired by J C Penney. Resolve incoming calls from Scopus ticketing systems by contacting retail store employees and assist them with hardware replacement or software fix within service level agreement time frames while maintaining a daily productivity level. Environment consists of Dell Servers, HP printers and NCR point of sale hardware in an NT 4.0 or Windows XP environment. Also supported are JC Penney exclusive builds, Microsoft Word and Excel files and specialized JC Penney environment websites and reports. Completed training in company SOX requirements and all other provided opportunities to enhance support including Point of Sale hardware and software.Received HDI professional certification of Support Center Analyst March of 2008.

AAS.CIT.NS.CCNA

of Sarbanes-Oxley Project Team during initial setup, testing and preparation of documentation for Sarbanes-Oxley environment. Created and maintained Access database for On-boarding and Off-boarding of employees records. Compiled and published documentation and procedures for weekly Senior Management Production meetings by interfacing with IT groups involved in testing through post production. Recorded and tracked all on going projects via Merchant Tracker and Production Management systems. Replaced company ticketing system with Vantive ticketing system. On site contact for setting up, training and rolling out this system, supporting onsite users and interfacing with EDS personnel to submit monthly reporting for Senior Management.

Answered incoming technical support calls from Retail Stores for troubleshooting and arrangement of repair to POS software and hardware, printers, and in-store network equipment including Dell PCs, modems, hp jet direct print servers, DSL modems, and Cisco routers all linked to a national TCP/IP network. Routed calls to second level if lengthy fix. Recovered retail store sales via Mlink or PC Anywhere, verified and corrected sales in GERS (ASCII and Telnet program). Routed incoming calls to proper helpdesk. Troubleshoot telephone equipment and lines. Created and edited employee login information in GERS. Served as Backup for store sales Excel spreadsheet posting and reporting to Management. Supported all Microsoft Office applications used by Retail stores including Word, Excel and PowerPoint.

Duties: Applied knowledge of NT user administration to assist clients with domain login issues. Ensured that all network laptop clients in compliance with network security policy regarding OS levels and virus protection. Installed OS Service packs and virus protection software on remote clients laptops through Net Meeting and SMS services when necessary. Used Automated Helpdesk software to update and close work tickets. Accomplished assigned tasks quickly with minimal supervision or training.

Duties: Second level support, answered incoming calls from Frito-Lay, Pepsico, and Tropicana employees having hardware problems with computers, laptops and peripherals, evaluated problem with fix over telephone or dispatch technician to site, interfaced with other teams at Pepsico support system to ensure customer problem resolution and customer satisfaction, performed weekly and monthly asset reporting and closed call reporting, document fixes through Tivoli and Peregrine programs. Key team player in developing a process for tracking company assets through a depot process. Completed a project of tracking a common problem by interfacing with engineering department that resulted in leadership award from Intellimark.

Duties: Contracted installation of new computer systems on NT environment, ghosted new Dell machines, pinged the network, transferred files from old computer to new one using Fast Link program, set up Microsoft Exchange and Outlook properties transferring PST and PAB files, configured internet properties, insured that new system converted all data and e-mail. Promoted from a worker to the lead in this project.

Team member worked in Store Planning Division coordinating quotes and purchase of equipment for newly opening grocery stores and replacement equipment for already opened grocery stores. Interfaced with vendors to create better pricing and delivery. Attended trade show in Chicago interfacing with national vendors to ensure a resolution for common service problems.

Responsibilities included coordinating lunches and classes for International employees. Procurement and assessment of daily needs of facility, employees and corporate management. Assisted in development of curriculum for training classes both for local facilities and corporate training offices with minimal supervision . Updated class schedules on company training website.Maintained monthly reports in excel for all aspects of training center including budgeting and financials that set the company standard for accuracy. Created access database for use in procurement division.