Hi, I’m
Quintin Jackson
Missouri City,TX
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Dedicated Technical Support Professional with over four years of experience in troubleshooting software, hardware, and network-related issues. Adept at providing remote support, guiding users through technical processes, and ensuring exceptional customer service. Strong analytical and problem-solving skills, with a client-first approach to resolving technical issues efficiently. Proficient in Microsoft Office Suite, ticketing systems, and IT support methodologies.
Overview
4
years of professional experience
Work History
Conduent
Senior Technical Advisor
03.2021 - 10.2023
Job overview
- Provided remote support for software, custom applications, hardware, and networking issues
- Guided clients through system setup, diagnostics, and troubleshooting steps
- Translated technical instructions into user-friendly solutions for clients of varying technical expertise
- Logged and managed technical incidents using a ticketing system, ensuring timely resolution
- Delivered training and guidance to clients regarding product functionality and best practices
- Maintained high customer satisfaction and met Key Performance Indicators (KPIs)
Mattress Firm
Service Desk Analyst
09.2019 - 03.2021
Job overview
- Assisted users with IT-related issues, including software applications, hardware, and network connectivity
- Diagnosed and resolved system errors while escalating complex issues as needed
- Provided step-by-step guidance to users for troubleshooting and software setup
- Ensured accurate and detailed documentation of support interactions and issue resolutions
- Maintained compliance with company policies and service level agreements
Education
University of Houston-Downtown
Bachelor of Science from Computer Science
12.2025
University Overview
Expected Graduation: December 2025
Thurgood Marshall High School
High School Diploma
Skills
- Remote troubleshooting and technical support
- Software issue resolution
- Hardware issue resolution
- Network issue resolution
- Customer service
- Client training
- Incident documentation
- Ticket management
- Microsoft Office Suite (Intermediate Level)
- Call ticketing
- Service request resolution
- Technical diagnostics
- Strong verbal communication
- Strong written communication
Additional Qualifications
- Typing speed: 50+ words per minute
- Strong ability to communicate technical concepts to non-technical users
- Experienced in troubleshooting software/hardware in an enterprise environment
- Excellent interpersonal and customer service skills
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Identified recurring system issues and implemented proactive solutions, reducing repeat customer tickets by 20%
- Resolved an average of 35 complex technical issues per week, reducing system downtime by 15%.
- Acted as a key escalation point for complex technical issues, ensuring timely and effective resolutions.
- Provided expert troubleshooting for software/hardware/network issues, improving customer satisfaction scores by 25%.
- Maintained a 95% customer satisfaction rating through expert issue resolution and clear communication.
- Developed knowledge base articles and technical documentation that streamlined troubleshooting for junior advisors.
- Recommended and helped implement new tools or procedures that improved service desk efficiency.
- Provided insights and feedback that contributed to the development of new policies, software updates, or system improvements.
Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursCompany CultureWork from home option4-day work weekPaid sick leavePaid time offPersonal development programsHealthcare benefitsLanguages
English
Native language
Software
Customer service & technical training
Documentation and knowledge base creation
ITIL best practices for incident and problem management
Ticketing systems (ServiceNow, Jira, Cherwell)
VPN configuration & troubleshooting
Firewall & endpoint security tools (Cisco AnyConnect, Palo Alto GlobalProtect)
Remote desktop tools (eg, TeamViewer, AnyDesk, Remote Desktop Protocol (RDP))
IT Service Management (ITSM) tools (ServiceNow, Zendesk, Freshdesk)
Diagnostic tools (Event Viewer, Task Manager, Command Prompt, PowerShell)
Windows (10, 11, Server), macOS
Timeline
Senior Technical Advisor
Conduent
03.2021 - 10.2023
Service Desk Analyst
Mattress Firm
09.2019 - 03.2021
University of Houston-Downtown
Bachelor of Science from Computer Science
Thurgood Marshall High School
High School Diploma
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