Niall Jackson
Aurora,CO
Summary
Technology-inclined professional 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
8
8
years of professional experience
Work History
Service Desk Lead
City And County Of Denver
06.2023 - 11.2023
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Desktop Support Specialist
Adams County Government
06.2021 - 06.2023
- Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration
- Participated in the merger of Tri-County Health Department
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Desktop Support Specialist
Boulder County Government
05.2020 - 05.2021
- Responsible for the set up of 500+ devices, as well as the deployment of equipment for employee at-home-use during COVID. This required meticulous data keeping and tracking.
- Provided software support and general technical solutions for operational, database and security requirements in applications.
- Collected, analyzed and reported on data for use in operational planning.
Geek Squad Supervisor
Best Buy
10.2015 - 04.2020
- Prepared accurate and concise reports, conveying progress, issues and solutions.
- Participated in training and managing new hires to bring new team members up to speed.
- Mentored associate consultants to encourage enthusiasm toward tasks and responsibilities.
Education
Bachelor of Arts - Interactive Multimedia
City of Glasgow College
Scotland05.2014
Bachelor of Science - Computer Networking And IT
City of Glasgow College
Scotland05.2010
Skills
Service Now & Track IT
Windows, Citrix and Active Directory Systems
Service Schedule Coordination
Error Detection
Resolving problems and incidents
Hardware and software repair
Proficient in Android and iOS
Timeline
Service Desk Lead
City And County Of Denver
06.2023 - 11.2023
Desktop Support Specialist
Adams County Government
06.2021 - 06.2023
Desktop Support Specialist
Boulder County Government
05.2020 - 05.2021
Geek Squad Supervisor
Best Buy
10.2015 - 04.2020
Bachelor of Arts - Interactive Multimedia
City of Glasgow College
Bachelor of Science - Computer Networking And IT
City of Glasgow College
Similar Profiles
ALEXANDRA NANCEALEXANDRA NANCE
Judicial Assistant I at City and County of Denver, Denver Police DepartmentJudicial Assistant I at City and County of Denver, Denver Police Department
David BinghamDavid Bingham
Police Lieutenant at City And County Of Denver, Denver Police Dept.Police Lieutenant at City And County Of Denver, Denver Police Dept.
Marquise JonesMarquise Jones
Facilities Maintenance Technician at City and County of Denver-Denver International AirportFacilities Maintenance Technician at City and County of Denver-Denver International Airport
Jonathan NortonJonathan Norton
Associate IT Security Analyst at City And County Of DenverAssociate IT Security Analyst at City And County Of Denver
Samantha MontoyaSamantha Montoya
Surgical Technologist at UCHealth Highlands Ranch HospitalSurgical Technologist at UCHealth Highlands Ranch Hospital