Jackson Butler
FirstBank
Acworth,United States of America
2
Languages
8
years of professional experience
Results-driven Help Desk Support Technician with extensive experience in managing user accounts and providing technical assistance. Collaborated with senior management to implement effective policies, enhancing operational efficiency. Advanced Technical Support Specialist with five years of helpdesk and customer service experience, skilled in diagnosing issues and streamlining resolutions. Seeking a full-time position that leverages problem-solving and interpersonal skills.
Work History
IT Site Support Engineer
6 Months- Performed site visits following Tier 1 escalation, ensuring that equipment was operating and creating a layout for the various technology at the location
- Supported Tier 1 team in resolving user requests and queries, contributing to high satisfaction rates
- Collaborated with Asset Management team to document serial numbers, tag numbers, makes, and models of equipment for KACE storage
- Utilized VMWare admin to restore, disconnect and refresh sessions in VDI
- Maintained printers and scanners to prevent operational disruptions.
- Triaged tickets to appropriate teams requiring more specialized work
Service Desk Specialist
2 Years 5 Months- Organized asset management for 3,000+ assets, including personal wifi devices, laptops, and network equipment
- Headed onboarding practices during a period of growth with 1,200+ employees
- Saved costs by migrating cohort meetings to remote only
- Routinely prepared tech for cohort meetings, ensuring on time delivery for employee expansion
Information Technology Support Specialist
11 Months- Performed regular support service with calls
Onboarding Specialist
3 Years 3 Months- Improved customer satisfaction → Delivered onboarding training to new customers, minimizing frustration
- Enhanced customer satisfaction → Delivered onboarding training to new customers, reducing frustration and ensuring smoother transitions
- Resolved 1st-level IT issues → Provided tier 1 desk side support to non-technical internal users
- Ensured data availability by implementing backup and recovery systems. → Managed backup and recovery of insurance and financial data to ensure availability and regulatory compliance
- Diagnosed hardware and network issues to reduce system downtime. → Diagnosed hardware and network system issues using proactive troubleshooting techniques
- Enhanced product quality → Developed and tested new product offerings pre-release to identify bugs for development team
- Streamlined maintenance requests → Wrote and reviewed equipment maintenance tickets
- Ensured timely repairs → Submitted service tickets for equipment maintenance requests
- Processed equipment maintenance requests by submitting service tickets
- Improved support efficiency by working with domestic and international teams. → Collaborated with domestic and international support teams
- Strengthened global support → Collaborated with domestic and international support teams
- Provided technical support for various networking protocols and characteristics. → Provided assistance for networking protocols and characteristics
- Streamlined onboarding process → Loaded software, granted permissions, and configured hardware for new employees, facilitating quicker integration
- Maintained system stability → Monitored systems and executed troubleshooting commands during operation
Education
Bachelor of Science - Information Technology
Received the Dean's list for three consecutive semesters.
Master's Degree - General Studies
Completed AP course in English and Literature
Skills
Microsoft Intune Professional
DBeaver Professional
Azure automation
SQL database management
Technical Support
IT Operations Professional
Network Troubleshooting
Onboarding Specialist
Technical Documentation Professional
Asset Tracking Professional
Customer Service Professional
Problem Solving Professional
Organization Skills Professional
Remote support
Training Specialist
Customer Relationship Management
Sharepoint Design Professional
Regulatory Training
Languages
English Professional
French Limited
Interests
Running and DMing games
Amateur Backyard Barbeque
Awards
Dean's List Dr. Tom Mundie
Timeline
IT Site Support Engineer
FirstBank
01.2026 - CurrentRead More
Service Desk Specialist
Public Partnerships | PPL
08.2023 - 01.2026Read More
Information Technology Support Specialist
2i Nova, Inc
04.2022 - 03.2023Read More
Onboarding Specialist
The Kotter Group Dba The Redcliffe Group
10.2018 - 01.2022Read More
Collins Hill High School
Master's Degree from General Studies
Read More
Georgia Gwinnett College
Bachelor of Science from Information Technology
Read More