Summary
Overview
Work History
Education
Skills
Operating Systems
Author
Travel Agent Life Coach
Board Member
Hardware
Personal Information
Timeline
Generic

Donna Jackson

Centreville,VA

Summary

Dynamic IT professional with extensive experience at Quadrent, excelling in troubleshooting and customer service. Achieved a 25% reduction in wait times while enhancing SLA compliance. Proficient in Windows administration and ITIL best practices, delivering exceptional technical support and optimizing operational efficiency in high-pressure environments.

Overview

17
17
years of professional experience

Work History

ServiceDeskAnalyst

Quadrent
Washington, DC
10.2024 - Current
  • Company Overview: FBI
  • Streamlined call handling to reduce wait times by 25% while ensuring prompt issue resolution.
  • Optimized Windows administration, cutting hardware/software resolution times by 40% and enhancing PC support quality.
  • Enhanced COTS systems efficiency, reducing process time by 30% to boost overall productivity.
  • Provisioned cell phones to improve team communication by 20%, ensuring seamless operational support.
  • Utilized Remedy for incident tracking and resolution, maintaining SLA compliance and reducing response times by 20%.
  • FBI

1st Shift Team Lead

Kodiak Government Services
Washington, DC
04.2023 - 10.2024
  • Company Overview: FBI
  • Streamlined LRA/RA PKI support operations, boosting data accuracy by 20% in high-volume environments.
  • Enhanced Windows OS performance and troubleshooting, delivering a 25% faster support turnaround.
  • Optimized VIP support operations, increasing user satisfaction by 20% through focused service improvements.
  • Implemented ITSM best practices guided by ITIL standards to further streamline service desk functions.
  • FBI

Help desk Analyst

22nd Century Technologies
Washington, DC
02.2020 - 04.2023
  • Company Overview: FBI
  • Streamlined phone operations and data entry, reducing errors by 15% for enhanced data reliability.
  • Managed Windows XP administration, reducing service downtime by 30% and supporting critical system functions.
  • Enhanced LRA/RA PKI application support through proactive troubleshooting, resulting in improved operational processes.
  • Provided dedicated support to 30+ VIP users weekly, boosting client satisfaction by 25%.
  • Demonstrated strong troubleshooting skills to resolve connectivity issues, maintaining high service uptime.
  • FBI

ServiceDeskAnalyst

FusionTechnology
Washington, DC
11.2019 - 01.2020
  • Company Overview: FBI
  • Enhanced call handling by processing 200+ entries monthly, reducing data errors by 15%.
  • Optimized desktop environments by troubleshooting hardware/software issues, boosting overall system efficiency.
  • FBI

ServiceDeskAnalyst

Zolon Tech
Washington, DC
01.2013 - 08.2019
  • Company Overview: State Depart
  • Optimized Windows XP administration and troubleshooting, reducing downtime by 30% and elevating user support.
  • Implemented MS Office troubleshooting solutions via phone and in-person support, increasing user satisfaction by 30%.
  • State Depart

Help Desk Analyst

Catapult Tech
Washington, DC
07.2009 - 01.2013
  • Company Overview: State Depart
  • Optimized hardware/software installations and network backups to boost uptime by 30%.
  • Enhanced technical support for MS Office and custom applications, assisting 150+ users and boosting satisfaction by 20%.
  • State Depart

Senior Network Admin

Anvicom
Tysons Corner, VA
09.2008 - 06.2009
  • Streamlined on-site support and admin tasks, cutting processing time by 25%.
  • Optimized technical support for MS Office and COTS applications, resolving 95% of inquiries promptly.

Education

Certificate - Travel Agent/ in Life Coach

Atiris International Coaching Academy
Remote
11.2017

Certificate - A+& Network

New Horizion Computer Learing Center
McLean, VA
12.2005

Certification - A+ & Network + Certification Training

Lord Fairfax Community College
Warrenton, VA
12.2005

Associate Degree in Applied Science - Computer Science and Computer Applications Management

National Business College
Harrisonburg, VA
06.1992

Associate Degree in Applied Science - Office Systems Technology with Specialization in Word Processing

Northern Virginia Community College
Manassas, VA
06.1989

Skills

  • Helpdesk
  • Troubleshooting
  • IT Support
  • Technical Support
  • Customer Service
  • Windows Server
  • Windows XP
  • Active Directory
  • Cisco
  • Hardware Support
  • ITIL
  • ServiceNow
  • Remedy
  • ITSM
  • SLA Compliance
  • DOD Experience
  • IAT Level II
  • Clearance
  • Microsoft Office
  • Internet Explorer
  • Netscape
  • WordPerfect 51
  • Lotus 1-2-3
  • Dbase III Plus
  • IBM PC and compatibles
  • Mac
  • Windows95
  • Windows2000
  • Windows7
  • Windows 10

Operating Systems

  • Windows 95
  • Windows 2000
  • Windows XP
  • Windows 7
  • Windows 10

Author

  • From the Back of the Room to the Front of the Room
  • Operation Unmute

Travel Agent Life Coach

  • Special Needs Travel Agent
  • Travel Consultant

Board Member

Good Fight of Faith Evangelist Ministry Inc

Hardware

  • IBM PC and compatibles
  • Mac

Personal Information

Willing To Relocate: Anywhere

Timeline

ServiceDeskAnalyst

Quadrent
10.2024 - Current

1st Shift Team Lead

Kodiak Government Services
04.2023 - 10.2024

Help desk Analyst

22nd Century Technologies
02.2020 - 04.2023

ServiceDeskAnalyst

FusionTechnology
11.2019 - 01.2020

ServiceDeskAnalyst

Zolon Tech
01.2013 - 08.2019

Help Desk Analyst

Catapult Tech
07.2009 - 01.2013

Senior Network Admin

Anvicom
09.2008 - 06.2009

Certificate - Travel Agent/ in Life Coach

Atiris International Coaching Academy

Certificate - A+& Network

New Horizion Computer Learing Center

Certification - A+ & Network + Certification Training

Lord Fairfax Community College

Associate Degree in Applied Science - Computer Science and Computer Applications Management

National Business College

Associate Degree in Applied Science - Office Systems Technology with Specialization in Word Processing

Northern Virginia Community College

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