Leandre Jackson
Summary
A results-focused individual with expertise in technical support and infrastructure planning. Committed to providing quality and consistent white glove knowledge and experience through work and interactions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support
University of Arizona Global Campus
08.2023 - Current
- Provide technical support in an inbound call center environment to the organization's students & administrative staff on multiple proprietary software platforms
- Provide assistance, such as password resets, MFA assistance, faculty support, etc
- Demonstrate proper troubleshooting techniques including the use of probing questions and Remote Log In tool to properly diagnose technical issue or error message
- Escalate unresolved incidents to development and IT teams according to established procedures
- Maintain accountability and ownership of issue/support tickets
- Provide closed-looped contact with end-users to verify the final solution and ensure SLA’s are met
- Research end-user problems to determine root cause
- Participate in training required to develop and maintain skills necessary to support end-users and grow professional skills.
Technical Account Manager
HD Fleet
02.2022 - 08.2023
- Serve as the primary point of contact for customer accounts, building strong relationships and understanding their technical needs
- Provide technical guidance and support to customers during onboarding, implementation, and ongoing use of products or services
- Collaborate with internal teams, including sales, and product development to address customer needs and issues
- Conduct regular account reviews and provide recommendations to improve customer satisfaction and product adoption
- Help customers troubleshoot technical issues, escalate problems as needed, and ensure timely resolution
- Stay up-to-date on product features, updates, and best practices to effectively support customers
- Identify opportunities for upselling or cross-selling products and services to customers based on their needs and usage
- Act as a customer advocate within the company, providing feedback on product improvements and representing customer interests.
Technical Analyst
IKS Health
04.2019 - 02.2022
- Analyzed and troubleshoot technical issues related to systems and end-user applications
- Provide technical support to end-users by diagnosing, resolving problems, and offering guidance on how to use systems effectively
- Collaborate with other IT teams, such as developers, system administrators, and network engineers, to resolve complex technical issues
- Perform software installations, upgrades, and configurations as needed
- Monitor system performance and security to ensure optimal operation and compliance with IT policies
- Develop and maintain technical documentation including system configurations, troubleshooting procedures, and SOPs
- Participate in IT projects such as system upgrades, migrations, and implementations
- Stay current with healthcare technology and best practices to make recommendations for system improvements and enhancements.
Education
Associates Cybersecurity -
University of Phoenix
Skills
- Jira
- Confluence
- Virtual Private Networks
- Multi Factor Authentication Methods
- Gsuite
- Microsoft Products
- M365
- Azure
- Salesforce
- AI ML
- Service Now
- Zendesk
- Active Directory
- VMware
- Adobe
- Workday
- Oracle
- ADP
- ATS
- Mobile Device Support
Certification
- Certified Scrum Master
- Microsoft Security Fundamentals
Timeline
Technical Support
University of Arizona Global Campus
08.2023 - Current
Technical Account Manager
HD Fleet
02.2022 - 08.2023
Technical Analyst
IKS Health
04.2019 - 02.2022
Associates Cybersecurity -
University of Phoenix