Summary
Overview
Work History
Education
Skills
Websites
HOBBIES
WEBSITES
Timeline
Generic

Jackson Butler

Lawrenceville,Georgia

Summary

Efficient Help Desk Support technician with significant experience working in the technology field. Motivated worker who has effectively managed over 10,000 user accounts. Has a history of utilizing communication and brings a resourceful approach to problem-solving. Over seven-year track record of collaborating with senior management to implement company-wide policies. Qualified Advanced Technical Support Specialist with seven years of helpdesk and customer service experience. Provides comprehensive support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in technical onboarding and working in 24/7 uptime environment.

Overview

7
7
years of professional experience

Work History

Infrastructure Support Specialist

Public Partnerships LLC
08.2023 - Current
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Provided equipment, software, and permissions for 1,500+ new hires over a three month period.
  • Created SoP for technical on-boarding
  • Managed a team of five to ensure timely delivery of on-boarding goals
  • Utilized DBeaver and other database management tools
  • Lead the transition from spreadsheet asset management to a secondary service, thus ensuring accurate reporting and accounting of assets.
  • Ran automations to lessen workload specifically for asset tracking
  • Lead IT training on bi-monthly cohorts to ensure employees can use equipment correctly
  • Assisted networking team in resolving issues, specifically related to the printer server

IT SUPPORT SPECIALIST

2i Nova Inc
04.2022 - 03.2023
  • Assisted with updating technical support best practices for use by team.
  • Performed regular QA testing
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Managed high levels of call flow and responded to various technical support needs.
  • Used SQL scripting to help locate and organize data.
  • Managed backup and recovery of data assets to safeguard system availability.

ONBOARDING SPECIALIST

The Kotter Group Dba The Redcliffe Group
10.2018 - 01.2022
  • Created help desk tickets, troubleshot and resolved desktop issues
  • Offered new customers training to reduce frustration and improve customer satisfaction
  • Developed and tested new product offerings prior to release to assist development team in bug identification
  • Provided tier 1 IT support to non-technical internal users through desk side support services
  • Managed backup and recovery of valuable insurance and financial data assets to safeguard availability and comply with applicable regulations
  • Determined hardware and network system issues using proactive troubleshooting techniques
  • Answered questions and provided information to customers about new software or hardware
  • Translated complex technical issues into digestible language for non-technical users
  • Wrote and reviewed tickets to request maintenance to various types of equipment
  • Provided replacement files to customers missing data, media files, and software components
  • Submitted service tickets for equipment maintenance requests
  • Collaborated with colleagues in both domestic and international support facilities
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data
  • Provided support for networking protocols and characteristics
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process
  • Monitored systems in operation and input commands to troubleshoot areas.

Education

Bachelor of Science - Information Technology

Georgia Gwinnett College
Lawrenceville, GA
05.2025

Diploma - General Studies

Collins Hill High School
Suwanee, GA
05.2006

Skills

  • Junior SIP Engineer

  • Microsoft 365

  • VoIP

  • Customer Support

  • IP PBX

  • AD/DNS/GPO

  • MySQL

  • Training and Mentoring

  • Technical Troubleshooting and Onboarding

  • Organizational Skills

  • QA Testing

  • Hyper-V/VMWare Virtualization

  • OSX/iOS/Windows

  • Unitrends, Syncrify Backup Implementation/Management

  • Debugging

  • Technical assistance

  • Failure resolution

  • Technical solution analysis

  • Microsoft Azure

  • SLA compliance

  • Technical Training

  • Technical lifecycle management

  • Admin portals for M365 products

  • Technical Documentation

  • Technical Onboarding

Websites

HOBBIES

I love running Dungeons and Dragons. I've managed to keep the same campaign running for two consecutive years, keeping the group organized, responsive, and on task. Its helped me with my ability to research, plan, teach, and stimulate creative problem-solving.

WEBSITES

https://www.linkedin.com/in/jackson-butler-01b950101/

Timeline

Infrastructure Support Specialist

Public Partnerships LLC
08.2023 - Current

IT SUPPORT SPECIALIST

2i Nova Inc
04.2022 - 03.2023

ONBOARDING SPECIALIST

The Kotter Group Dba The Redcliffe Group
10.2018 - 01.2022

Diploma - General Studies

Collins Hill High School

Bachelor of Science - Information Technology

Georgia Gwinnett College

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