Darious Jackson
Laurel,MD
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Laser Technician
Fortec Medical
08.2022 - 10.2023
- Enhanced laser system performance by conducting regular inspections and calibrations.
- Boosted operational efficiency through routine monitoring of laser parameters as per established guidelines.
- Examined and analyzed clients' skin to evaluate skin conditions and provide skin care recommendations.
- Troubleshot malfunctions in real-time, minimizing delays during critical operations.
- Assisted in training new team members on proper use,
troubleshooting, and preventative maintenance of laser equipment. Increased client satisfaction by providing expert advice on laser applications and optimization techniques.
Geek Squad Repair Agent
Best Buy (Geek Squad)
10.2021 - 08.2022
- Provide installation/configuration, operation, and maintenance to Windows and Mac based IT systems
- Respond to support requests through collaboration platforms (Slack, Teams, Jira) and in person at other Best Buy locations
- Prioritize and resolve requests in support of company service level agreements
- Develop and update documentation to continue growing ou knowledge base
- Identify requests requiring additional support and escalate to appropriate departments
- Support user engagement after repair
- Troubleshoot and isolate user issues
- Manage IT inventory and equipment tracking
- Identify trends, provide feedback, and propose long-term solutions
System Administrator
Mosaic Sales/2020 Companies - Samsung
04.2019 - 10.2021
- Utilized Samsung proprietary software and systems to provide hands-on support for software updates on customer devices and route troubleshooting issues to the appropriate tier of advanced care when necessary. Utilized remote diagnostic tools to troubleshoot devices such as phones, tablets, and computers and resolved issues with system updates, system crashes, and storage issues.
- Managed of extensive ticketing control system, checking work ques, running query to provide status updates for morning briefs and present presentation for Executive management
- Tested and evaluated specified software packages, proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals and the network.
- Solely responsible for demoing or updating devices that were on display, went in to make sure that devices were updated and working properly - in addition to ensuring that devices were secure against inappropriate network or customer interference and hacks.
- Granted permissions in Active Directory to include but not limited to Creation, Update, Modification & Removal of Enterprise Accounts and group policy objects.
- Utilized Samsung proprietary ticketing system to provide regular updates to tickets within the work queue with frequency depending on priority level.
- Employed remote diagnostic tools to ascertain software and hardware issues and to resolve system deficiencies, crashes, and storage problems.
- Oversaw deployment of in-store devices and security systems to ensure against theft, misuse, and network manipulation.
- Provided for multiple store locations junior staff training on troubleshooting principles, sales knowledge, and proper resolution practices.
- Facilitated weekly meetings to train associates on new technologies and employee conduct to increase product sales.
- Communicated with clients in a timely and efficient manner to resolve issues and escalate when appropriate.
- Managed print servers and troubleshoot all printer related problems.
- Planned and implement software upgrades, maintenance updates, and vendor supplied patches.
Technical Specialist
Apple Inc.
01 2018 - 09 2018
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Trained junior technicians on industry best practices and company specific procedures, fostering culture of continuous learning and professional growth.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- Recommended technology upgrades to improve client security.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Collaborated with cross-functional teams to identify recurring issues and develop long-term solutions to prevent future occurrences.
- Utilized Apple proprietary ticketing system to provide regular updates to tickets within the work
queue with frequency depending on priority level.
Education
Associates Degree – General Studies (Electrical Engineering) - Electrical Engineering
Prince George’s Community College
Largo,MD05.2015
Skills
- More than ten years of customer service and system administration experience
- Installing and troubleshooting of Microsoft Products Including various windows OS builds, Office (App
and 365), as well as Security Patch Management - Well versed in of Computer diagnostics/repair/troubleshooting, maintenance, software installation and wireless network setup
- Experience with a wide breadth of various hardware and software technology and issue resolution
- Intermediate knowledge of Windows PowerShell 5/7
- Some experience working with Linux servers through command line use and script editing
- Working knowledge of Active Directory structure and Windows System Administration tools and Users
and Computers management
Certification
- CompTIA Security+ Certified - Feb 2024
- CompTIA CySa+(Expected May 2024)
Timeline
Laser Technician
Fortec Medical
08.2022 - 10.2023
Geek Squad Repair Agent
Best Buy (Geek Squad)
10.2021 - 08.2022
System Administrator
Mosaic Sales/2020 Companies - Samsung
04.2019 - 10.2021
Technical Specialist
Apple Inc.
01 2018 - 09 2018
Associates Degree – General Studies (Electrical Engineering) - Electrical Engineering
Prince George’s Community College
- CompTIA Security+ Certified - Feb 2024
- CompTIA CySa+(Expected May 2024)
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