Summary
Overview
Work History
Security Clearance
Timeline
Generic

Robert J. Jackson

Fredericksburg,VA

Summary

Skilled Branch Support Representative with experience in customer service, branch operations, and team coordination. Strong communication skills coupled with adept problem-solving abilities have consistently enhanced branch efficiency. Demonstrated ability to streamline operations through effective management of resources and personnel. Previous roles have resulted in improved client satisfaction and operational success.

Overview

6
6
years of professional experience

Work History

Service Desk Support

Imtas
01.2024 - Current
  • Provide more in-depth knowledge about financial or facilities systems and functions than the Tier 1 Technician. This is the primary ticket solver in Ask Finance.
  • Assist a Tier 1 Technician in solving technical and functional problems and investigate elevated issues by confirming the validity of the problem and seeking solutions to more complex problems or questions.
  • Work with system and business owners to escalate/discuss issues and understand new processes or functionality.
  • Create and publish knowledge management articles.
  • Answer phone calls, emails, or other communications received from users of financial and facility applications.
  • Record a ticket in the call center database (currently HP Service Manager) for every communication received.
  • Provide triage to determine if the issue can be resolved by the Tier 1 Technician: record results.
  • If the incident needs to be escalated or are out of scope, note in the database the appropriate recipient, or note the determination of out of scope and why.
  • Create knowledge articles accordingly.
  • Process vendor request forms.
  • Perform other staff augmentation work as needed.

Mid Level IT Specialist

Imtas
01.2023 - Current
  • Typical duties include installing, maintaining, and administering desktop computer systems and associated peripherals including printers, monitors, switchboxes, business application software, and various operating systems.
  • Install desktops, portable computers, peripherals, and software products for networked, classified and unclassified, and standalone environments.
  • Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.
  • Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software.
  • Analyze and assess customer service requests and provide prompt technical solutions.
  • Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products.
  • Prepare progress/status reports and submit to team leads as required.
  • Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner.
  • Identify and document areas for process improvements.
  • Contact and effectively communicate with users by telephone, electronic communications, or in person.
  • Prepare equipment for reuse or surplus of property actions.
  • Provide technical support for customers assigned to remote locations as required.
  • Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals.
  • Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations.

Hardware Engineer

TekMasters/Gdit
01.2020 - 01.2023
  • Support, upgrade, deploy and configure computer operating systems and software for the Intelligence and Federal community at various locations as assigned.
  • Troubleshoot installation and configuration issues by providing rapid solutions for incident reports submitted by end-users.
  • Communicate solutions to technician team and upper management.
  • Utilize Microsoft Office to effectively communicate to upper management of incident tickets progress.
  • Ensure all tickets are completed in a timely manner.

Warehouse Specialist

CGI Federal at ERF
01.2019 - 01.2020
  • Ensured all materials/packages were scanned and shipped (Secret, Comsec, and Covert) using both commercial and government processes.
  • Securely process and inspect incoming letters and packages and routed to designated areas throughout the building.
  • Packaged materials based on their classification and components.
  • Organized logistics documents including bills of lading, delivery receipts, packing lists and load tags.
  • Utilized all warehouse equipment, e.g., power and hand trucks, to perform all warehouse duties as well as maintaining the cleanliness of our work area.
  • Utilized Microsoft applications such as Microsoft Word and Excel.
  • Certified to receive and ship hazardous materials.
  • Provided exceptional customer service to ensure proper packaging and shipping.

Security Clearance

Top Secret SCI CI w/ Polygraph DOJ/DOD

Timeline

Service Desk Support

Imtas
01.2024 - Current

Mid Level IT Specialist

Imtas
01.2023 - Current

Hardware Engineer

TekMasters/Gdit
01.2020 - 01.2023

Warehouse Specialist

CGI Federal at ERF
01.2019 - 01.2020

Similar Profiles

  • David GradyDavid Grady

    <ul><li>Installs and configures desktop & notebook computers (PCs and MAC’s) and printers for all Virco Personnel.</li><li>Configures software such as normal desktop applications to CAD software and applications to interact with equipment on the plant floor.</li><li>Provides support to the Bar Code, Wireless, PBX, Cellular & PDA phone applications and equipment.</li><li>Maintains accurate software and hardware inventory.</li><li>Maintains, repairs, and upgrades existing PC MAC hardware and software.</li><li>Assist computer end-users in solving hardware and software problems.</li><li>Operates hardware and software as required to perform data processing tasks.</li><li>Provides SAP Weekly and Daily reports.</li><li>Provides internal customer service.</li><li>Provides Help Desk support, Cellular & PDA phone support, PBX phone system support, and SAP and Windows backup support.</li><li>Performs other duties as assigned.</li></ul> at Virco Manufacturing<ul><li>Installs and configures desktop & notebook computers (PCs and MAC’s) and printers for all Virco Personnel.</li><li>Configures software such as normal desktop applications to CAD software and applications to interact with equipment on the plant floor.</li><li>Provides support to the Bar Code, Wireless, PBX, Cellular & PDA phone applications and equipment.</li><li>Maintains accurate software and hardware inventory.</li><li>Maintains, repairs, and upgrades existing PC MAC hardware and software.</li><li>Assist computer end-users in solving hardware and software problems.</li><li>Operates hardware and software as required to perform data processing tasks.</li><li>Provides SAP Weekly and Daily reports.</li><li>Provides internal customer service.</li><li>Provides Help Desk support, Cellular & PDA phone support, PBX phone system support, and SAP and Windows backup support.</li><li>Performs other duties as assigned.</li></ul> at Virco Manufacturing

  • JOHN K. DANGJOHN K. DANG

    Service Desk Support / IT Help desk Manager at IES (Integrated Electrical Services)Service Desk Support / IT Help desk Manager at IES (Integrated Electrical Services)

  • Kwaku Frimpong-AmponsahKwaku Frimpong-Amponsah

    Service Desk Analyst/Help Desk Support at Catapult Solutions Group remote IntuitService Desk Analyst/Help Desk Support at Catapult Solutions Group remote Intuit

  • John Richael D. NunagJohn Richael D. Nunag

    Battelog.co Tech Support (Chat / Service desk / Technical Support Specialist) at BA Technologies Ltd.Battelog.co Tech Support (Chat / Service desk / Technical Support Specialist) at BA Technologies Ltd.

CREATE PROFILE
Robert J. Jackson