Jaquan Walker
Jackson,MS
Summary
Highly Focused Army Veteran with expertise in technical diagnosis and troubleshooting. Facilitates productivity across departments through attentive and prompt technical service. Proficient in training end-users on new software and keeping hardware and software up-to-date.
Overview
8
8
years of professional experience
Work History
Senior Information Technology Specialist
US Army National Guard
05.2015 - Current
- Documented and maintained detailed records of support requests, escalations and actions taken.
- Introduced management tools to create and manage virtual server computing environment.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Repaired or replaced defective components and updated systems to correct problems or better handle new loads and functionality requirements.
- Reduced support calls 20% by contributing self-help information, operating tips, FAQs and technical solutions to common problems.
- Documented support interactions for future reference
- Established, repaired and optimized networks by installing wiring, cabling and devices.
Help Desk Analyst Tier 2
Merrit Health (CHS)
07.2022 - 07.2023
- Logged support tickets and closed when issues were resolved.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Managed high levels of call flow and responded Tier 2 technical support needs.
Medical Specimen Courier
MEMA
04.2020 - 06.2021
- Picked up medical specimens from testing sites within 50 square mile territory daily.
- Properly documented all specimens received using Microsoft Excel
- Established lasting relationships with customers by delivering packages on time, interacting professionally and responding promptly to questions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines (HIPPA) to promote safe working environment.
Education
Basic Leadership Course - Organizational Leadership
CMJTC
Hattiesburg, MS 2018
High School Diploma -
Jim Hill High School
Jackson, Pearl, MS05.2016
Skills
- Issue and Resolution Tracking
- Resolving Problems and Incidents
- Apple IOS
- Windows OS
- Computers and Electronics
- Administration and Management
- Critical Thinking
- Complex Problem Solving
- Systems analysis
- Update configurations
Timeline
Help Desk Analyst Tier 2
Merrit Health (CHS)
07.2022 - 07.2023
Medical Specimen Courier
MEMA
04.2020 - 06.2021
Senior Information Technology Specialist
US Army National Guard
05.2015 - Current
Basic Leadership Course - Organizational Leadership
CMJTC
High School Diploma -
Jim Hill High School
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