Devin Jackson
Washington,DC
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Extensive hands-on experience in analyzing business operations and conducting functional requirement analysis. Pride in being a hardworking, resourceful, and an excellent problem solver with the ability to consistently provide strategic recommendations to achieve and maintain goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tech Support
Nuaxis Innovations
01.2024 - Current
- Assisted in the implementation of the Department of Interior's (US Fish & Wildlife) first assemble of the help desk program, using structured ticketing system (ServiceNow) for tech support requests, expediting response times and increasing customer service survey scores within the Department.
- Resolved tickets from users across the country involving account, email, and permit processing issues.
- Created SOP's to ensure consistent service quality across all cases handled by the tech support team.
- Conducted regular reviews of internal processes, identifying areas for continuous improvement within the tech support team and
- Served as a liaison between government employees and tech support teams when needed.
IT Support Specialist
Allergy Partners
05.2023 - 01.2024
- Provided daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance
- Collaborated with external support to ensure 100% problem resolution
- Resolved technical problems with LAN, WAN, and other systems
- Created helpdesk documentation with SOPs on problem solving techniques
- Utilized the Jira ticketing system to proficiently complete an average of inquiries and requests submitted daily by patients, staff, and physicians
- Administered user rights, memberships, and access in Active Directory
- Provided end user support on user-accounts using Active Directory to troubleshoot and reset passwords.
Call Center Rep
Allergy Partners
08.2019 - 05.2023
- Collect and analyze call-center statistics - implement directives and audit processes
- Responsible for the efficient day-to-day operations of Call and Referral Support Services including the patient scheduling, messaging, and referral management including the development and ongoing updates to standard work, workflows, and policies
- Participated in Cerner workflow designs, partnering with IT for implementation and software changes when needed to best support efficient workflows, serving as a subject matter expert for Call and Referral Support services and front-line service
- Implemented best practices In EMR software to maintain and organize confidential information and charts for patients and staff
- Assisted with new medical software implementation
- (Phreesia) Received two performance raises and was assigned additional lead responsibilities.
Assistant Manager
FedEx Office
03.2018 - 07.2019
- Assisted in the supervision and oversight of all team members and business operations, monitoring and facilitating all production and retail processes, pick-up and delivery, shipping, and quality control processes
- Interviewed job applicants, complying with all company hiring policies and assisted store manager with the hiring of team members
- Performed all other administrative duties as needed or requested including without limitation scheduling, payroll management, training compliance, daily close-out of POS, bidding, ordering, and receiving supplies and inventory controls
- Installed multiple point-of-sale systems and computers in the store decreasing customer wait time by 26% and increased transaction efficiency resulting in promotion to lead position
- Monitored all production support processes and activities including defect identification and resolution including transactional integrity to meet service levels
- Conducted high end customer projects for private and government clients
- Analyzed and summarized production and sales data to prepare daily reports for management.
Front Desk Coordinator
Medstar
02.2016 - 03.2018
- Served as first point of contact for patients in a service oriented and professional manner, answered phones, monitored the reception area for patient comfort and potential emergencies, registers and submitted charges for patients
- Completed all mandatory continuing education as established including OSHA, CPR, infection control, billing, and safety
- 2nd Keyholder responsible for opening and closing duties of preparing the office
- Complies with all applicable state and federal laws and regulations regarding medical billing verification
- Maintained confidentiality while performing admin duties and processing over 1000 of patient files, charts, lab reports and correspondences.
Education
No Degree - Information Technology
Bowie State University
Bowie, MDHigh School Diploma -
Friendly High School
Fort Washington, MD06.2010
Skills
- Microsoft Office 365
- Windows & Mac desktops
- Active Directory
- Local & Wide Area Networking
- Remedy Ticketing
- Zendesk
- Jira
- ServiceNow
Certification
- Security+ SY0-601 (CompTIA)
- Jira Fundamentals/Confluence (Jira)
- Project Management Essentials (Management & Strategies Institute)
- Scrum Foundation (SFPC)
- ITSM Fundamentals (ServiceNow)
References
References Available Upon Request
Timeline
Tech Support
Nuaxis Innovations
01.2024 - Current
IT Support Specialist
Allergy Partners
05.2023 - 01.2024
Call Center Rep
Allergy Partners
08.2019 - 05.2023
Assistant Manager
FedEx Office
03.2018 - 07.2019
Front Desk Coordinator
Medstar
02.2016 - 03.2018
No Degree - Information Technology
Bowie State University
High School Diploma -
Friendly High School
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