Braden Jackson
Suitland,MD
Summary
A dedicated and experience information technology technician with demonstrated experience in the information technology field. Proficient in planning, implementing, configuring, troubleshooting, and testing of networking systems. Equally capable of working as a member of a team or alone and comfortable with taking initiative and working in a fast-paced setting. Over 10 years of information technology support experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Information Technology Analyst
Definitive Innovation Solutions
07.2022 - 12.2022
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Provided basic end-user troubleshooting and desktop support on Windows and Linux systems.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Responded to inquiries by phone, email and walk-up requests.
- Support on-site installation, implementation, maintenance, troubleshooting, and repair of desktops, printers, and associated peripherals.
- Perform Trusted Agent duties to include certificate enrollment.
Help Desk Analyst
Take2
11.2021 - 06.2022
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Provided basic end-user troubleshooting and desktop support on Windows and Linux systems.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Responded to inquiries by phone, email and walk-up requests.
- Support on-site installation, implementation, maintenance, troubleshooting, and repair of desktops, printers, and associated peripherals.
- Perform Trusted Agent duties to include certificate enrollment.
Help Desk Specialist
Insight Global
11.2020 - 11.2021
- Oversaw installations of new technology and new personnel training.
- Provide solutions to common questions and help document future Standards of Procedures (SOPs).
- Worked with document imaging technologies and deployment software.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Maintain inventory of cell phones, laptops, and peripheral equipment.
- Responded to inquiries by phone, email and walk-up requests.
- Support on-site installation, implementation, maintenance, troubleshooting, and repair of desktops, printers, and associated peripherals.
System Administrator
United States Navy
06.2018 - 08.2020
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Implemented corrective plans of action for network availability, utilization and latency.
- Involved with implantation,testing, and maintenance of Consolidated Afloat Networks and Enterprise Services (CANES) upgrade.
- Created nightly jos for database backups.
- Created, manage, and correct user accounts, folder permissions, and completed basic computer repair.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis, and issue resolution.
Help Desk Technician
United States Navy
04.2015 - 04.2018
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided basic end-user troubleshooting and desktop support on Windows systems.
- Mentored employees on the decommissioning of equipment.
Information System Technician
United States Navy
09.2012 - 10.2014
- Installed, modified and repaired software and hardware to resolve technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained 10 personnel on help desk fundamentals increasing qualification of division by 21 percent.
Education
Bachelor of Science - Computer Networking
Stayer University
Memphis12.2023
Skills
- Team Support
- New Installations
- Printers and Peripherals
- Account Administration
- Data Backups
- User Experience
- Linux
- Active Directory
Certification
- Security Plus - March 2015
- Microsoft Technical Associate - February 2021
Timeline
Information Technology Analyst
Definitive Innovation Solutions
07.2022 - 12.2022
Help Desk Analyst
Take2
11.2021 - 06.2022
Help Desk Specialist
Insight Global
11.2020 - 11.2021
System Administrator
United States Navy
06.2018 - 08.2020
Help Desk Technician
United States Navy
04.2015 - 04.2018
Information System Technician
United States Navy
09.2012 - 10.2014
Bachelor of Science - Computer Networking
Stayer University
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