Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Akia Jackson

Waterbury,CT

Summary

Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Physical Security Technician

Brown Security Solutions
10.2021 - Current
  • Installed various types of high-tech security systems such as access, alarms and video surveillance systems.
  • Strived to meet 4-hour response time and 80% first-time-fix.
  • Educated customers on effective use of security systems.
  • Educated customers on proper ways to use security systems after completing tests and repairs.
  • Responded to maintenance calls and troubleshot devices.
  • Read and understood product manuals and blueprints.
  • Installed, tested and serviced alarm and associated systems for commercial customers.

Lock & Entry Systems Engineer

Diebold Nixdorf
06.2018 - 03.2021
  • Locksmithing
  • Maintain, troubleshot and repair mechanical and electronic locking systems, safe/vault doors, and interior doors
  • Strived to meet 2-hour SLA
  • Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, safe deposit boxes, pneumatic systems and teller equipment electronic systems.
  • Reviewed technical documentation to complete equipment maintenance and repair.
  • Operated hand tools and power equipment according to company safety procedures.
  • Responded quickly to emergency maintenance requests for timely on-call support.
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.

Team Lead/Field Service Technician

Diebold Nixdorf
06.2015 - 06.2018
  • Repair and provide maintenance for ATMS and related PC peripherals
  • Performing basic installation functions (e.g., pulling cables, mounting devices, installing Mas-Hamilton locks)
  • Diagnosing problems on-site
  • Performing technical fixes such as clearing paper jams, card jams, bill jams, etc.
  • Managed on-site and off-site installation, repair, maintenance, and test tasks.
  • Maintained company field response vehicle stocked with repair and replacement parts

IT Support Technician

Porter and Chester Institute
06.2014 - 06.2015
  • Provide level 1 and 2 IT support and students and staff
  • Repair, replace, and configure pc peripherals as needed, such as printers, servers, laptops
  • Migrate and image computers
  • Trained users on how to operate components and systems.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Monitored systems in operation and quickly troubleshot errors.

Education

Bachelors - Human Biology

Connecticut State University
New Britain, CT
2025

Certificate - Computer Networking

Porter And Chester Institute
Watertown, CT
06.2015

Skills

  • Microsoft Programs (Excel, Word, and PowerPoint)
  • Hardware Repair and Network Support (ATMs, Vaults, and PC peripheral devices, which include cabling, TCIP, troubleshooting, LAN, TCP/IP, Operating Systems, and technical support)
  • Leadership (supervision over team of ten technicians to drive performance improvements)
  • Customer Service
  • Hardware and Software Repair
  • Safe Drilling
  • Computer System Diagnostics Software
  • Technical Troubleshooting
  • Network Configuration
  • Schematic Diagrams

Certification

IT+ Fundamentals

Timeline

Physical Security Technician

Brown Security Solutions
10.2021 - Current

Lock & Entry Systems Engineer

Diebold Nixdorf
06.2018 - 03.2021

Team Lead/Field Service Technician

Diebold Nixdorf
06.2015 - 06.2018

IT Support Technician

Porter and Chester Institute
06.2014 - 06.2015

Bachelors - Human Biology

Connecticut State University

Certificate - Computer Networking

Porter And Chester Institute

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Akia Jackson