Gavin Jackson
Webster,TX
Summary
Experienced Microsoft Support Engineer with a strong background in providing user support and conducting root cause analysis. Demonstrated expertise in Exchange Online operations, ensuring seamless functionality and resolving complex issues. Committed to problem-solving with a deep dedication to delivering high-quality support. Skilled in both remote and desk-side environments, excelling at effective communication with users and providing timely solutions.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
Microsoft Tier 2 Support Engineer
Tek Experts
12.2020 - Current
- Lead for a team of 5 engineers, responsible for data analysis, conflict resolution, escalations, and case scoping
- Research and troubleshoot complex issues in an Exchange Online environment
- Perform detailed analysis of system logs, configuration files, and other technical data to identify root causes of issues
Field Technician
Tucson Unified School District
04.2016 - 04.2020
- Responsible for the maintenance, installation, and upgrades of all computer systems on campus
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
Dell Field Technician
Unisys
03.2014 - 04.2016
- Installed hardware for Dell computers and provided excellent customer service
- Identified potential problems and prevented equipment failure through performing regular equipment inspections.
Warehouse Clerk
Target.com
01.2013 - 03.2013
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
Computer Technician
Computer Renaissance
09.2009 - 12.2012
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
Bachelors of Science - Physical Education and Human Development
05.2008
Skills
Exchange Online Management
Azure Active Directory Administration
PowerShell
CompTIA A Certification
Service Excellence
Team Management
Effective Troubleshooting
Self-Reliant Professional
Certification
- CompTIA A+ - Computing Technology Industry Association.
Timeline
Microsoft Tier 2 Support Engineer - Tek Experts
12.2020 - Current
Field Technician - Tucson Unified School District
04.2016 - 04.2020
Dell Field Technician - Unisys
03.2014 - 04.2016
Warehouse Clerk - Target.com
01.2013 - 03.2013
Computer Technician - Computer Renaissance
09.2009 - 12.2012
- CompTIA A+ - Computing Technology Industry Association.
University of North Dakota - Bachelors of Science, Physical Education and Human Development
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