Martin Jackson

• Troubleshoot and repair hardware, software, and network problems
• Install, configure, and update hardware and software
• Train users in the use of new IT systems and hardware
• Designing, developing, and maintaining systems and networks
• Broad knowledge of IT systems, excellent problem-solving skills, and able to think critically to identify and resolve potential issues
• Monitor system performance and security
• Troubleshot complex technical issues, providing timely resolution to minimize disruptions.
• Developed comprehensive documentation for IT processes, streamlining knowledge sharing among team members.
• Improved system efficiency by optimizing network infrastructure and implementing new technologies.
• Managed IT projects from inception to completion, ensuring on-time delivery within budget constraints.
• Established strong vendor relationships for procurement of high-quality hardware and software products at competitive prices.
• Contributed to the establishment of IT policies and best practices aimed at ensuring consistent service quality across all departments.
• Performed root-cause analysis of recurring issues, developing targeted solutions to prevent future occurrences.
• Designed and deployed effective IT solutions for increased productivity and streamlined operations.
• Implemented data backup and recovery procedures, safeguarding critical business information against potential loss.
• Coordinated with stakeholders to ensure seamless integration of new systems into existing workflows while minimizing disruption to daily operations.
• Conducted training sessions for end-users on new software applications to promote efficient adoption of technology tools.
• Evaluated emerging technologies for alignment with organizational goals, recommending strategic investments as appropriate.
• Executed troubleshooting and server support in both in-person and remote situations.
• Provided technical support in both on-site and telephone consultations.
• Provided secondary training to personnel struggling with technological tools and systems.
• Maintained service schedule for software and hardware.
• Offered troubleshooting via voice and text chat, maintaining resolution rates of 100%.
• Performed scheduled service work, installations, testing and repairs.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Resolved issues related to operational components for LAN, WAN and voice systems.
• Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
• Oversaw development and maintenance of organization computer systems and intranet.
• Managed use of various types of databases and configured, installed and upgraded new ones.
• Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
• Wrote and maintained custom scripts to increase system efficiency and performance time.

Support and handling of service over 30 requests, using the incident management and request fulfillment processes, in line with Service Desk objectives

• Installing and configuring computer hardware, software, systems, networks, printers, and scanners
• Monitoring and maintaining 50 computer systems and networks
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Managed time efficiently in order to complete all tasks within deadlines.
• Organized and detail-oriented with a strong work ethic.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Developed and maintained courteous and effective working relationships.