Samuel J. Jackson
Maywood,IL
Summary
Solution-oriented Client Technical Analyst known for high productivity and efficient task completion. Possess specialized skills in technical support, troubleshooting, and client relationship management. Excel in communication, problem-solving, and adaptability, ensuring smooth resolution of client issues and enhancement of customer satisfaction.
Overview
11
11
years of professional experience
Work History
Client Tech Analyst
Loyola University Chicago
Chicago, IL
03.2023 - Current
- Provide hardware and software support in multiple locations within the company.
- Manage systems to prevent unplanned, customer-impacting outages.
- Diagnose technology application issues to resolve problems and identify recurring trends for root-cause analysis.
- Professionally respond to Jira tickets for managing customer requests and hardware/software tasks.
- Coordinate with System Engineering and Networking teams via email follow-ups.
- Recover, restore, and maintain data recovery for upgraded and failing machines.
- Replace failed SSD hard drives and install servers, routers, and switches as per engineer team instructions.
- Promote a professional work environment focused on customer service and teamwork.
- Work as a team member with other IT teams to ensure system and application compatibility.
- Provide written status updates to the manager as required.
- Participate in and lead technical projects.
Onsite and End-User Support Specialist
HEDGE Point Global Markets
Chicago, IL
11.2021 - 02.2023
- Assess incoming support tickets and route them using Jira.
- Assign Jira tickets to appropriate teams while monitoring the queue via emails and follow-ups.
- Move server racks from the loading dock onto the data center floor and place them securely in the designated locations.
- Ensure proper placement of server racks with correct front/back orientation in cooling aisles.
- Run and label ethernet (Cat5/6/7/8) and fiber cables (LC and AOC) for switches and routers.
- Perform hardware maintenance, including resetting PSUs, replacing DIMMs, SSDs, CPUs, and PCI cards.
- Power cycle routers, switches, and servers.
- Schedule and manage office security and network installation appointments.
- Troubleshoot PC technical issues until resolved or escalate to appropriate teams.
- Assist with office system backups and participate in on-call rotations for production emergencies.
- Utilize UEM Manage Engine Desktop Central for software deployment, patch management, asset tracking, remote support, and configurations.
- Recommend infrastructure, PC improvements, and end-user education to reduce issue recurrence.
Tier 1/2 Help Desk Specialist
Swedish Hospital
Chicago, IL
10.2021 - 11.2021
- Unbox and prepare new devices for installation, ensuring proper naming conventions and cable management.
- Mount, connect, and test peripheral devices, including monitors and network equipment.
- Perform data migration and application installation (e.g., Impratva, Ambrii, Dragon).
- Dispose of existing PCs in compliance with NUHS repository guidelines.
- Configure IP addresses, change SSID settings, and update Active Directory placements.
- Force group policy updates and refresh DHCP leases and DNS registrations.
Tier 1 Technical Support Specialist
Select Rehabilitation
Glenview, IL
01.2021 - 04.2021
- Contact rehabilitation centers to verify and configure facility devices (iPads, Meraki routers, desktops, laptops, and printers).
- Report, analyze, and handle technical issues via Jira.
- Utilize UEM Airwatch to assign and manage iPads for facilities.
- Remote into desktops and laptops to remove Kindred drivers and software.
- Troubleshoot and configure printers, reinstall drivers, and set IP addresses.
Technical Support/Data Entry Specialist
CCC Information Services
Rosemont, IL
08.2019 - 10.2020
- Process initial calls and input vehicle data for total loss claims.
- Ensure accurate entry of vehicle details into company systems.
- Communicate vehicle valuations from databases and forward requests as needed.
Credit Specialist I
Baxter International Inc.
Deerfield, IL
06.2018 - 09.2018
- Resolve invoice discrepancies via contract analysis and company policy interpretation.
- Issue credits and rebills as needed.
- Collaborate with collectors and analysts for order processing decisions.
Data Entry Clerk
MetLife
Aurora, IL
08.2017 - 03.2018
- Compile and enter customer data into systems, verifying accuracy and resolving discrepancies.
- Maintain data integrity through established techniques and procedures.
Production Representative in Quality Control
ADP
Elk Grove Village, IL
09.2016 - 04.2017
- Inspect, separate, and package payroll reports and documents.
- Ensure all quality control standards are met and initiate corrective actions when required.
- Monitor inventory and assist in stock ordering.
Support Technical and Administrative Support
Essential Quality Solutions
Chicago Area
10.2014 - 09.2016
- Provide day-to-day technical and administrative support.
- Install and configure routers, printers, and copiers.
- Set up and manage email accounts.
Shutdown Intern
Fresenius Kabi USA
Melrose Park, IL
12.2013
- Assisted with facility maintenance and equipment calibration.
- Adjusted temperature and equipment settings for optimal performance.
- Entered calibration and maintenance data accurately.
Education
Associate - General Studies
Triton College
River Grove, IL01.2023
Skills
- IT Helpdesk & End-User Support
- Jira Ticketing System & Queue Management
- Network & Server Installation
- Hardware Troubleshooting & Repair
- Active Directory & UEM Management
- Data Migration & System Configuration
- Office & Facility IT Administration
Timeline
Client Tech Analyst
Loyola University Chicago
03.2023 - Current
Onsite and End-User Support Specialist
HEDGE Point Global Markets
11.2021 - 02.2023
Tier 1/2 Help Desk Specialist
Swedish Hospital
10.2021 - 11.2021
Tier 1 Technical Support Specialist
Select Rehabilitation
01.2021 - 04.2021
Technical Support/Data Entry Specialist
CCC Information Services
08.2019 - 10.2020
Credit Specialist I
Baxter International Inc.
06.2018 - 09.2018
Data Entry Clerk
MetLife
08.2017 - 03.2018
Production Representative in Quality Control
ADP
09.2016 - 04.2017
Support Technical and Administrative Support
Essential Quality Solutions
10.2014 - 09.2016
Shutdown Intern
Fresenius Kabi USA
12.2013
Associate - General Studies
Triton College