Roderick Jackson
Atlanta,GA
Summary
Personable and dedicated IT Specialist with documented history of exceeding customer expectations. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with business partners and Agents. Successfully assists end-users with complex technical issues. Passionate Catastrophe Response volunteer.
Overview
15
15
years of professional experience
Work History
Operations Specialist
State Farm Insurance Companies
Dunwoody, GA
02.2013 - Current
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Delivered remote IT support for hardware and software to company personnel.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Demonstrated advanced product knowledge to solve customer issues.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Provided catastrophe site support, site setup and breakdown, site search, vehicle support, greeter, IT support and Public Affairs/CRU resource while serving as a Catastrophe Response volunteer
Technical Services Specialist
State Farm Insurance Companies
Dunwoody, GA
02.2013 - 08.2018
- Assisted with troubleshooting hardware, software, network and system issues.
- Investigated technical issues reported by clients and provided solutions accordingly.
- Trained end-users in the use of new software applications as required.
- Responded promptly to requests from other departments for assistance with IT related tasks.
- Utilized knowledge of applications, programming and systems functionality to assist employees with technical needs.
- Communicated effectively with business partners to maintain customer satisfaction.
Technical Service Analyst
State Farm Insurance Companies
Alpharetta, GA
06.2009 - 02.2013
- Installed, configured, and maintained servers including hardware components such as CPUs, RAM, hard drives, network cards.
- Conducted analysis of server logs and performance metrics to uncover potential improvements or problem areas.
- Performed troubleshooting on server-related problems and installed software patches to resolve them.
- Deployed new servers in the data center following standard procedures for installation and configuration.
- Assisted other IT staff with projects related to server infrastructure management.
Education
Bachelor of Science - Biology
Jackson State University
Jackson, MS07-1993
Skills
- Planning and coordination
- Project Implementation
- Proficient in Microsoft Products
- Service Now
- Technical problem solving
- Problem Resolution
- Hercules
- Adaptability
- Teamwork
- Accountability
- Customer Focus
- Decision Making and Judgement
Timeline
Operations Specialist
State Farm Insurance Companies
02.2013 - Current
Technical Services Specialist
State Farm Insurance Companies
02.2013 - 08.2018
Technical Service Analyst
State Farm Insurance Companies
06.2009 - 02.2013
Bachelor of Science - Biology
Jackson State University
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