David B. Jackson
Crowley,TX
Summary
IT professional providing advanced support and administration of enterprise hardware, software, and network systems for large-scale environments. Experienced in troubleshooting complex technical issues, supporting business-critical applications, and collaborating across departments to implement solutions. Skilled in system monitoring, change control, documentation, and adherence to SLAs and best practices. Experienced in mentoring and supervising staff, leading help desk teams, and supporting IT service delivery while maintaining operational stability and security.
Overview
17
17
years of professional experience
Work History
Systems Administrator
RTX
06.2022 - Current
- Provide operational oversight and support for enterprise systems and endpoints, troubleshooting hardware, software, and virtual environments using SCCM, Citrix Director, and monitoring tools.
- Perform system administration including Active Directory account management, access control, network share permissions, workstation imaging, software deployment, and Exchange resource management.
- Administer VoIP and video conferencing systems, coordinating with infrastructure and vendor teams for provisioning, troubleshooting, and maintenance.
- Collaborate with cybersecurity and infrastructure teams to maintain compliance, perform root cause analysis, document processes, and deliver technical guidance.
- Track and manage enterprise assets and infrastructure dependencies, ensuring secure data transfer and adherence to operational standards.
Network Administrator
Xpect Solutions
11.2019 - 06.2022
- Supported enterprise operations and restored mission-critical systems across geographically distributed environments under FBI contract.
- Served as primary escalation point for complex incidents, coordinating with internal teams and third-party vendors to ensure timely resolution and SLA adherence.
- Provided technical guidance and incident resolution support to help desk staff, mentoring junior staff and fostering knowledge sharing.
- Monitored system performance, identified recurring issues, and contributed to process improvements.
Systems Administrator
Xpect Solutions
02.2018 - 11.2019
- Provided operational support for enterprise IT systems serving 44,000+ users across 500+ sites under FBI contract.
- Administered Microsoft Active Directory, DNS, DHCP, virtualization platforms, and cloud-based enterprise services.
- Evaluated system dependencies for planned changes to minimize service disruption.
- Served as EOC Watch Officer, monitoring critical incidents and coordinating responses.
Lead Help Desk Technician
Xpect Solutions
10.2016 - 02.2018
- Trained and onboarded new help desk technicians, providing guidance on troubleshooting and operational procedures.
- Created, maintained, and proofed knowledge base documentation to ensure team consistency.
- Assisted with scheduling and coordinating team assignments.
- Provided Tier I–II support and escalated complex issues when needed.
Information Technology Support Specialist
Gamestop
10.2015 - 10.2016
- Supervised the help desk team, monitoring performance and ensuring quality on support calls.
- Prepared and reviewed team knowledge documentation for accuracy and completeness.
- Handled escalated incidents that could not be resolved by the help desk, providing advanced technical support.
Help Desk Technician
CSC
11.2014 - 11.2015
- Provided Tier I–II support under FBI contract, assisting with user accounts, troubleshooting, and documentation.
Help Desk Technician
Insight Global
08.2014 - 11.2014
- Delivered IT support for Gamestop enterprise systems, performing account management, device troubleshooting, and remote assistance.
Information Systems Technician
U.S. Navy
08.2009 - 08.2014
- Administered shipboard networks, servers, and communications systems in mission-critical environments.
- Supervised 3 junior sailors, providing guidance and oversight on technical tasks.
- Managed messaging services, network infrastructure, and lifecycle of sensitive IT assets in compliance with operational security regulations.
Education
Bachelor of Science - Information Technology
Western Governors University
Skills
- Team collaboration
- Vendor relationship management
- LAN and WAN control
- Network security
- Active directory
- Network troubleshooting
- IT documentation
- Incident management
- VoIP systems
Timeline
Systems Administrator
RTX
06.2022 - Current
Network Administrator
Xpect Solutions
11.2019 - 06.2022
Systems Administrator
Xpect Solutions
02.2018 - 11.2019
Lead Help Desk Technician
Xpect Solutions
10.2016 - 02.2018
Information Technology Support Specialist
Gamestop
10.2015 - 10.2016
Help Desk Technician
CSC
11.2014 - 11.2015
Help Desk Technician
Insight Global
08.2014 - 11.2014
Information Systems Technician
U.S. Navy
08.2009 - 08.2014
Bachelor of Science - Information Technology
Western Governors University