Brittney Jackson
Minden,LA
Summary
IT support professional with hands-on experience resolving account access, Microsoft O365, VPN, and desktop issues for government and business users. Uses Active Directory, ServiceNow, and remote support tools to document cases, restore access, and escalate complex problems with clear notes. Brings reliable customer support and organized follow-through.
Overview
15
15
years of professional experience
Work History
IT Help Desk Specialist
FEMA
Denton, TX
02.2022 - Current
- Supported Department of Veterans Affairs users through phone, email, and chat help desk
- Logged incidents and requests in ServiceNow ticketing system for GDIT support queues
- Resolved password resets, account lockouts, and access issues using Active Directory
- Provided professional accounting services for individual and business clients in a mid-sized public accounting firm. Delivered full range of services including income tax preparation, audit support, financial statement preparation, pro forma budgeting, general ledger accounting, and bank reconciliation.
IT Help Desk
GDIT
Bossier City, La
07.2019 - 11.2023
- Delivered IT support to all customers as an IT Help Desk. Documented ticket information for escalation to resolver groups. Changed and reset passwords, assisted with desktop software applications and installations. Remotely accessed end-user desktops to provide support. Updated customers on ticket status and offered ongoing assistance. Assisted customers in troubleshooting issues to prevent future occurrences. Offered technical support to customers with various computing skills.
- Ensured smooth workflow by performing routine responsibilities diligently.
- Developed and shared new concepts to boost team productivity and success.
- Interacted effectively with varied coworkers to achieve goals and tackle service issues.
Background Investigator
GDIT/OPM
Bossier City, La
05.2018 - 05.2019
- Conducted federal background investigations for OPM cases under GDIT standards.
- Interviewed subjects, references, and employers for personnel security reviews.
- Reviewed records, documents, and case files for investigative accuracy.
- As a background investigator Conducted interviews under OPM contract for individuals requiring employment clearance. Contacted individuals via phone and email to gather information for background checks. I would travel to conduct interviews with the person requesting the clearance. Interviewed neighbors, co-workers, and supervisors to collect comprehensive background data. I would obtain records and other documents needed for the investigation. Compiled detailed reports from gathered information for submission to the adjudicator for clearance decisions.
Tier I, HR/Finance
GDIT
Bossier City, La
05.2017 - 05.2018
- Resolved Finance and HR issues for GDIT employees through inbound calls and emails.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Completed day-to-day duties accurately and efficiently.
General Clerk
CSRA
Bossier City, La
10.2016 - 05.2017
- Managed clerical workflows for CSRA federal support offices.
- Processed correspondence, mail, and incoming requests for government clients.
- Entered data into CSRA tracking systems with accurate records.
- Provided general information to customers regarding the USCIS contract, enhancing their understanding of processes.
Sale Associate and Bridal Lead
Bed, Bath and Beyond
Bossier City, La
11.2012 - 10.2016
- Provided product knowledge to customers, enhancing their shopping experience and supporting informed purchase decisions. I helped couple, college student and customers moving into a new apartment or home register for fun ideas to fill their home or dorm. Coordinated orders for unavailable items, fulfilling customer requests and ensuring timely shipping to specified addresses. Trained new employees through product knowledge classes, equipping them with essential information to assist customers effectively. Visited various store locations to assist with annual inventory management to help with yearly inventory.
- Assisted Bed Bath & Beyond customers with product questions and store directions.
- Processed sales transactions using POS register and payment methods.
- Restocked merchandise from stockroom to sales floor displays.
Cashier
Five Guys
Bossier City, La
03.2012 - 05.2012
- Processed customer orders at Five Guys register using point-of-sale system.
- Handled cash, card, and receipt transactions following Five Guys' payment procedures.
- Greeted guests and answered menu questions with friendly Five Guys service.
- Recorded dining requests in restaurant and over phone, ensuring accurate and timely service. Prepared restaurant for daily operations, optimizing workflow for staff and customers. I handle cash by counting the register in the morning, giving customers their change, and counting down the register at the end of my shift. Sanitized lobby area and restroom areas during downtime, maintaining a sanitary environment for customers.
Education
Certification - Legal Secretary
Bossier Parish Community College
Bossier City, LA12-2012
High School Diploma -
Haughton High School
Haughton, LA01-2007
Skills
- Customer Service
- Active Directory management
- ServiceNow ticketing system
- Microsoft O365 applications
- VPN configuration
- Bomgar remote support
- Hardware/ Software installation and troubleshoot
- User account management
- Printer configuration
- Device setup
- iPhone setup assistance
- Zoom audio and video
- Zscaler security solutions
- Genesys Cloud platform
- Security clearance
- Adobe Acrobat and Connect
Timeline
IT Help Desk Specialist
FEMA
02.2022 - Current
IT Help Desk
GDIT
07.2019 - 11.2023
Background Investigator
GDIT/OPM
05.2018 - 05.2019
Tier I, HR/Finance
GDIT
05.2017 - 05.2018
General Clerk
CSRA
10.2016 - 05.2017
Sale Associate and Bridal Lead
Bed, Bath and Beyond
11.2012 - 10.2016
Cashier
Five Guys
03.2012 - 05.2012
Certification - Legal Secretary
Bossier Parish Community College
High School Diploma -
Haughton High School