Richard Jackson Jr.
Commercial Point
Summary
Highly motivated and driven IT professional dedicated to achieving team success through a diligent work ethic and meticulous attention to detail. Deep understanding of O365 products, excelling in problem-solving, critical thinking, and leadership. Strong commitment to excellence fuels self-motivation, consistently delivering exceptional results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Systems Administrator
Coastal Ridge Real Estate
07.2021 - Current
- Manage user MS licenses in M365 admin center and CSP portal
- Use GoDaddy to purchase domains and AWS to configure DNS records for all domains
- Use PowerShell to run weekly MFA audits
- Various M365 audits such as monthly blocked user audit, quarterly group audit, and quarterly Intune device audit
- Create and run phishing campaigns using Proofpoint Security Awareness Training (PSAT)
- Retrieve Exchange, OneDrive, SharePoint, and Teams backups from Veeam
- Create, manage, and audit M365 groups, both assigned and dynamic
- Freshservice Administrator
- Helpdesk escalation support
- Contribute to the company's SOC-2 certification by ensuring compliance with security and operational standards
- Deploy and configure enterprise applications, including Single Sign-On (SSO) integration as required
Monitoring Analyst
Expedient
08.2020 - 07.2021
- Managed client accounts by analyzing incoming data and ensured SLA’s were met
- Investigated and resolved critical issues
- Communicated with clients via phone or email to resolve tickets
- Managed guests and performed inventory control
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Service Desk Analyst
Ascena Retail Group Inc.
07.2019 - 03.2020
- Monitored Ivanti Service Manager (ISM) ticketing system
- Received and processed 50+ tickets daily from end users via telephone and email
- Provided technical assistance related to Windows 7 & 10, MacOS, Android/iOS, MS Office, and Cisco AnyConnect
- Identified and resolved technical issues using a variety of troubleshooting techniques
- Granted users Guest Wi-Fi access for multiple locations using Cisco Meraki
Education
High School Diploma -
Grove City High School
Grove City, OHIT Certifications -
My Computer Career
Westerville, OHSkills
- IT technical support
- Email security expertise
- Experienced with Windows 10 and 11
- Proficient in dynamic group rule syntax
- Identity and device management expertise
- Exchange/SharePoint/Teams admin centers
- Strong work ethic
- Service excellence
- PowerShell scripting
- SSO integration expertise
- Experience with FreshService
- AWS platform experience
- Skilled in managing GoDaddy services
Certification
- CompTIA Network +
- CompTIA Server +
- MTA: Networking Fundamentals
- MTA: Security Fundamentals
- MTA: Mobility and Device Fundamentals
- Linux Essentials
- AZ-104
- AI-900
- HDI: Support Center Team Lead
Timeline
Systems Administrator
Coastal Ridge Real Estate
07.2021 - Current
Monitoring Analyst
Expedient
08.2020 - 07.2021
Service Desk Analyst
Ascena Retail Group Inc.
07.2019 - 03.2020
High School Diploma -
Grove City High School
IT Certifications -
My Computer Career
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