Kindred Jackson
Lexington,KY
Summary
Formal IT Technician for the U.S Navy.I possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
25
25
years of professional experience
1
1
Certification
Work History
IT Specialist Customer Support /IT Contractor
Department Of Veterans Affairs Hospital
08.2020 - 07.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Provide Level 2 technical assistance and support, and resolve HW/SW problems related to end user devices
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Provided primary customer support to internal and external customers
IT Analyst/IT Contractor
Baptist Health Hospital
08.2019 - 07.2020
- Consulted with customers to assess needs and propose optimal solutions.
- Kept site work safe and in line with budget, schedule, and applicable building codes.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Hired and oversaw subcontractors to meet project needs.
- Installed system updates to address vulnerabilities and reduce security issues.
- Managed 15 ServiceNow tickets a day
- Planned computer systems using information engineering, data modeling, and structured analysis.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Investigated system issues and implemented resolutions to reduce downtime.
- Organized system operating procedures to strengthen controls.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
IT Help Desk/Contractor
Toyota Tsusho America, Inc
08.2018 - 03.2019
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured hardware and granted system permissions to new employees.
- Analyze, resolve, respond to, and document end user inquiries
- Install desktop/Laptop software using approved tools
- Troubleshoot operating system
- Troubleshoot connection issues with LAN/WAN
- Update tickets with accurate and timely records of work performed, and resolution detail
- Analyzed user feedback to gather input and identify areas required for improvement
IT Technicon
Lexington Public Library-Part Time
07.2014 - 03.2017
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Used ticketing systems to manage and process support actions and requests.
- Designed and evaluated WAN and LAN connectivity technologies.
- Coordinate hardware warranty repair
- Delivered communications systems and networks to around 80 personnel
- Logged information for reporting purposes
- Maintained strict confidentiality of information
- Served in on-call capacity for last-minute or late-night taskings from leadership.
- Maintained strict confidentiality of information.
- Logged information for reporting purposes.
Environmental Management Service
Department Of Veterans Affairs
11.2013 - 02.2017
- Removed hazardous and medical waste from exam rooms, treatment rooms, and surgery suites to minimize risks to patients and medical personnel.
- Practiced established infection control methods to reduce risks to patients, families, and medical staff.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies.
- Documented and reported necessary facility and building repairs observed.
- Identified repair needs and major maintenance concerns, and escalated issues to management.
- Supervised supplies in inventory and submitted reorder requests.
- Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards, and other harmful substances
- Complied with applicable standards during cleaning of specialty areas such as labs, surgery suites and labor and delivery rooms to maintain exceptional level of cleanliness
- Helped outside crew complete grounds maintenance tasks such as mowing grass, trimming bushes and removing debris
IT Technician
Navy Operational Support Center (NOSC) Reserves
10.1998 - 11.2013
- Monitored systems in operation and quickly troubleshot errors.
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Performed troubleshooting and repaired peripheral devices such as printers and scanners .
- Configured systems according to prescribed software and hardware frameworks.
- Linked computers to network and peripheral equipment.
IT Assistant/Student Intern
DEPARTMENT OF VETERANS AFFAIRS VOC REHAB
02.2011 - 12.2011
- Installed and configured software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Performed administrative duties and staff support tasks
- Planned, prepared and participated in weekly meetings and events
- Completed research, compiled data, and assisted in timely reporting
- Interacted with customers by phone, email, or in-person to provide information
- Analyzed problems and worked with teams to develop solutions
- Maintained database systems to track and analyze operational data
Education
Bachelors - Computer Science
Sullivan University
Lexington, KY12.2013
Skills
- Active Listening
- Customer Relationship Management
- Microsoft PowerPoint
- Software Installs
- Basic Networking
- Active Directory
- Imaging
- Microsoft Office
- Outlook
- Troubleshooting
- Printers issues
- Leadership
- PC Hardware and Software
- Remote Desktop
- Cisco Any Connect
- Cisco Unified Communications Manager
Accomplishments
Served in an imminent danger pay area from 08/20/2005 through 03/29/2006 as a Sea Service Deployment Member in support of Operations Iraqi Freedom and Enduring Freedom.
Chosen to take on multiple positions during operation Iraqi freedom, including Computer Technician, Supply Support, and Amnesty Briefer for outbound soldiers to the United States.
Awarded the Navy and Marine Corps Achievement Medals and Global War on Terrorism Service Medal , presented by Vice Admiral John G. Cotton for outstanding dedication to duty as the Area Supervisor for Navy Customs Battalion Bravo, and for being instrumental in creating a suitable environment for over 225K transitioning soldiers during Operation Iraqi Freedom for troops out-processing from Kuwait to the United States.
Certification
Comptia A+
Timeline
IT Specialist Customer Support /IT Contractor
Department Of Veterans Affairs Hospital
08.2020 - 07.2023
IT Analyst/IT Contractor
Baptist Health Hospital
08.2019 - 07.2020
IT Help Desk/Contractor
Toyota Tsusho America, Inc
08.2018 - 03.2019
IT Technicon
Lexington Public Library-Part Time
07.2014 - 03.2017
Environmental Management Service
Department Of Veterans Affairs
11.2013 - 02.2017
IT Assistant/Student Intern
DEPARTMENT OF VETERANS AFFAIRS VOC REHAB
02.2011 - 12.2011
IT Technician
Navy Operational Support Center (NOSC) Reserves
10.1998 - 11.2013
Bachelors - Computer Science
Sullivan University
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