Jackson Porter
Silver Spring,VA
Summary
Highly motivated IT professional with IT service management and customer service experience. Ensuring IT services are delivered to the customer accurately in a consistent, reliable, and efficient manner resulting in value-added contributions through continuous records management and accountability investigations. Professional data processing expert with strong analytical skills and keen ability to manage and interpret large datasets. Proven track record in optimizing data workflows and ensuring data integrity, with focus on collaboration and achieving meaningful results. Highly adaptable in dynamic environments, proficient in data analysis tools, and committed to supporting team goals. Reliable and flexible, consistently meeting changing organizational needs.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Junior IT Customer Data Processing Specialist
Laurel Consulting Group (LCG)
08.2024 - Current
- Analyzed trends in processed data sets, providing valuable insights for business strategy development and decision-making processes.
- Automated repetitive tasks using advanced scripting techniques, freeing up valuable time for team members to focus on higher-value activities.
- Escalated complex technical issues to the appropriate teams.
- Monitored data entry processes and worked to improve efficiency and performance.
- Provided clear step-by-step guidance to customers to resolve common technical problems.
- Provided exceptional customer service and IT support to the Health Resources and Services Administration (HRSA).
- Responded to customer inquiries related to general model and program policy, software and technical issues.
- Spearheaded process improvements, contributing to increased productivity and cost savings within the organization.
- Utilized various communication channels to handle customer inquiries.
- Verified accuracy of data before transcribing.
IT Specialist
Chickasaw Nation Industries
08.2023 - 08.2024
- Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
- Configured hardware, devices, and software to set up work stations for employees.
- Collaborated effectively with cross-functional teams on large-scale projects, ensuring seamless integration of end-user support throughout the project lifecycle.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Established strong relationships with vendors to expedite issue resolution when external support was required.
- Improved overall system stability by identifying potential risks during routine maintenance tasks and escalating them to appropriate teams for resolution.
- Managed critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Oversaw and directed a team during the OCC refresh project
- Provided technical support via Microsoft Teams to Peraton/Raytheon end users.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Supported end-users in software installations, hardware upgrades, and network troubleshooting to optimize system performance.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - Public Health
University of Massachusetts Amherst
Amherst, MA12.2017
Skills
- Access Management Software
- BMC Remedy Ticketing System
- Analytical Thinking
- Cisco IP Communicator
- Data Security
- Expert in Active Directory
- Expert in Microsoft Office Suite
- IT Service Management
- Network Security
- LAN/WAN
- Remote System Analysis
- ServiceNow
- Service Level Agreements
- Task Prioritization
Certification
- ITIL 4 Service Management, 01/01/27, GR671609442JP
- CompTIA Security+, In Progress, 12/01/24
Clearancelevel
Public Trust
Timeline
Junior IT Customer Data Processing Specialist
Laurel Consulting Group (LCG)
08.2024 - Current
IT Specialist
Chickasaw Nation Industries
08.2023 - 08.2024
- ITIL 4 Service Management, 01/01/27, GR671609442JP
- CompTIA Security+, In Progress, 12/01/24
Bachelor of Science - Public Health
University of Massachusetts Amherst
Similar Profiles
ELIZABETH YATESELIZABETH YATES
Junior IT Data Processing Specialist at LCGJunior IT Data Processing Specialist at LCG
Tarion MiddletonTarion Middleton
After-School Program Leader at LCGAfter-School Program Leader at LCG
Symphony GardinerSymphony Gardiner
Customer Service Representative at LCGCustomer Service Representative at LCG