Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Cecil Jackson

Cecil Jackson

Saint Albans,NY

Summary

Information Technology Service Management/Incident Management professional with over 25 years of Experience managing technology service delivery in both educational and business environments. Experience includes Program Management of technology initiatives and Incident Management that includes performance analysis of Service Desk (Help Desk/IT Support) activities and personnel with direct Level 1, 2 & 3 technical support, managing operational and administrative processes, and ensuring that SLAs are met and maintained including KPIs, reporting, and escalations. Extended I.T. Experience includes managing LAN/WAN network infrastructure, Windows/iOS/Android devices, and Desktop/Server/Cloud applications.

Overview

19
19
years of professional experience

Work History

I.T. Systems Analyst

St. John's University
08.2023 - Current
  • Improved operational efficiency by streamlining processes and implementing best practices in management analysis.
  • Assisted in change management initiatives, ensuring smooth transition during organizational restructuring efforts.
  • Collaborated with cross-functional teams to develop comprehensive IT strategies aligned with company goals.
  • Provided exceptional end-user support, resolving technical issues quickly and efficiently.

I.T. Systems Support Specialist III

Colleton County School District
10.2022 - 06.2023
  • Network, computer hardware/software Tier 1/2/3 technical support.
  • Cloud Applications Administration, Program Management.
  • Coordinated help desk and technical support services.

Technology Consultant

Contract Services
04.2020 - 09.2022
  • Improved client satisfaction by implementing innovative technology solutions tailored to their specific needs.
  • Directed IT services, counseled executives and collaborated with senior management on strategic planning.
  • Contract Organizations: ECP Counseling Services, Atlanta, GA • Legacy Psychological Services, Chicago, IL • Talantage Staffing Services, Atlanta, GA • Hunt Financial Services, NYC, NY

Information Technology Manager

Atlanta Health & Wellness Center
06.2016 - 04.2020
  • Managed day-to-day operations of technology infrastructure, business systems/applications, marketing/advertising, and financial reporting.
  • Developed and enforced IT policies to maintain compliance with regulatory standards while supporting business objectives.
  • Optimized IT operations by eliminating redundancies and automating routine tasks.

Technology Service Delivery Manager/Incident Management

Atlanta Public Schools
06.2005 - 06.2016
  • Service Management, Incident Management, Program Management, Change Management, Vendor Management.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Managed (50+) I.T. Service/Support Technicians via Client Support Help Desk activities.
  • Tier 2 & Tier 3 Incident Management for Network Infrastructure & Hardware Technology.
  • Led major incident management efforts, coordinating cross-departmental resources to resolve complex technical challenges swiftly.

Education

Master of Science in Administration and Information Management -

Central Michigan University, Mt. Pleasant, MI
06.2005

Bachelor of Science in Computer Information Systems -

Saint Leo University, St. Leo, FL
06.2002

Associate of Arts in Audio/Video Production and Entertainment Management -

Art Institute of Atlanta, Atlanta, GA
06.1992

Skills

  • COMPTIA A/NET Fundamentals
  • Microsoft Active Directory Administration
  • Azure Fundamentals
  • Blackboard & Moodle LMS
  • CLEVER SSO Administration
  • DELL Certified Technician
  • FRESHService Admin/Agent Cert
  • GOOGLE Suite Administrator
  • IncidentIQ Administrator
  • IOS/Android/Windows Admin
  • Infinite Campus SIS
  • ITIL v3: ITSM Certification
  • Microsoft Office 365
  • Mosyle Mobile Device Management
  • PMI Project Management
  • Six Sigma Green Belt & LEAN
  • SQL Fundamentals
  • VMWare Carbon Black Security

Personal Information

Title: ITSM/Incident Management/IT Support Professional

Timeline

I.T. Systems Analyst - St. John's University
08.2023 - Current
I.T. Systems Support Specialist III - Colleton County School District
10.2022 - 06.2023
Technology Consultant - Contract Services
04.2020 - 09.2022
Information Technology Manager - Atlanta Health & Wellness Center
06.2016 - 04.2020
Technology Service Delivery Manager/Incident Management - Atlanta Public Schools
06.2005 - 06.2016
Central Michigan University - Master of Science in Administration and Information Management,
Saint Leo University - Bachelor of Science in Computer Information Systems,
Art Institute of Atlanta - Associate of Arts in Audio/Video Production and Entertainment Management,

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Cecil Jackson