Summary
Overview
Work History
Education
Skills
Timeline
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Derek Jackson

LaPlata,MD

Summary

Adept at enhancing IT support and efficiency, my tenure at Iron Service Global / Amtrak showcased a knack for optimizing network infrastructures and significantly reducing downtime. Leveraging expertise in technical support and problem-solving abilities, I ensured seamless technology transitions, earning recognition for elevating user satisfaction and mentoring teams towards excellence in service delivery.

Experienced with troubleshooting hardware and software issues to ensure optimal system performance. Utilizes technical skills to provide seamless support and maintain user productivity. Track record of effective communication and customer service, fostering user satisfaction and operational efficiency.

Overview

5
5
years of professional experience

Work History

Desktop Support Specialist Tier 3 Technician

Iron Service Global / Amtrak
12.2021 - Current
  • • OS10 Reimaging
    • Troubleshoot of Enterprise Software
    • Troubleshoot complex revenue and business machines
    a) Ticket kiosk machine
    b) Station Business devices
    • VPN (F5 BIG IP Client)
    • Microsoft Intune (Company Portal)
    • Configuring management of IOS/Android devices
    a) Microsoft Defender
    b) Authenticator
    c) Outlook
    • Support of Ricoh Pull Print Technology
    • Configuration Management of PrintLogic Software
    • Tracing SC connectors to OLT to IDS
    • Reseating ONT (Optical Network Terminals)
    • Working closely coordinating with GPO Manager
    • Full support of HQ resources and other surrounding locations
    a) Ensuring all locations are outfitted with necessary technical resources
    b) Ensuring all conference VTC systems are functional for Teams and Zoom meetings
    c) Configuring Audio setup via console mixing or live Teams conferences
    • Configuration firewall
    • Adding server to Domain

Tier 2 Technical Support Specialist

CACI /Department Of Justice Criminal Division
09.2019 - 01.2021
  • Knowledge of Microsoft SCCM 2012’s: Architecture, Sites Collections Distribution points
    • SCCM database
    • Active Directory
    • MDT deployment technologies
    • Maintain workstation security using various technologies such as endpoint protection software
    • Application package creations, and deliveries through SCCM
    • Perform routine software updates to enhance functionalities and security
    • Assist customers with account modifications, password resets and unlocks using Active Directory client
    • Management through Active Directory with adding devices to OU’s for deployments
    • Maintain through AirWatch android /IOS security updates to the enterprise.
    • Mapping permission request for folders groups
    • Group policy updates.
    • Knowledge of Outlook 365 configuration, account creation, data files on Exchange Server.
    • Provide technical support for RSA access to VPN with RSA unlocks, RSA pin resets and token distributions.
  • Delivered exceptional customer service while addressing user inquiries via phone, email, or live chat channels promptly.
  • Installed, configured and maintained computer systems and network connections.
  • Diagnosed and troubleshot hardware, software and network issues.

Education

No Degree - Film Scoring

Berklee College of Music
Boston, MA

Certificate - PC Repair / Networking

Computer Learning Center
Alexandria, VA
08-1993

High School Diploma -

Duke Ellington School Of The Arts
Washington DC
05-1991

Skills

  • Ticketing system proficiency
  • Remote desktop support
  • Help desk experience
  • Technical support expertise
  • Wireless networking
  • Problem resolution
  • Active Directory management
  • Incident management
  • Hardware diagnostics
  • IT security protocols
  • Group policy management
  • Network connectivity
  • DHCP management
  • Device configuration
  • Technical documentation
  • User account management
  • End-user account management
  • Network hardware installation
  • Customer service
  • Network support

Timeline

Desktop Support Specialist Tier 3 Technician

Iron Service Global / Amtrak
12.2021 - Current

Tier 2 Technical Support Specialist

CACI /Department Of Justice Criminal Division
09.2019 - 01.2021

No Degree - Film Scoring

Berklee College of Music

Certificate - PC Repair / Networking

Computer Learning Center

High School Diploma -

Duke Ellington School Of The Arts

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Derek Jackson