William Jackson III
Covington,GA
Summary
Over 15 years of experience working in Information Technology on Windows and Mac OS platforms. Ability to communicate issues and recommend solutions in a timely manner. Work well independently or in a team environment with excellent communication skills and professionalism. Experienced in providing comprehensive technical support to end users and resolving complex technical issues.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Park Place Technologies
Atlanta, GA
02.2018 - Current
- Provide Windows and MacOS remote support globally across multiple Georgia Pacific production facilities.
- Create, update, manage, and resolve support tickets through ServiceNow.
- Research, diagnose, troubleshoot and provide solutions to resolve customer issues.
- Meet with team personnel to share details of discovered issues and recurrent customer complaints.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Install, troubleshoot and configure local and network printers, set up print queue on print server.
- Provide support using Active Directory, Microsoft Endpoint Manager, SCCM, and ConnectWise.
- Support Microsoft 365, Teams, OneDrive, and Adobe Acrobat Creative Cloud.
- Provide iOS and handheld scanner device support.
- Server support, VSphere, DHCP console.
Deskside Support Specialist
Koch Business Solutions
Atlanta, GA
08.2006 - 02.2018
- Provided Windows and Mac OS support globally across all Koch companies.
- Created, updated, managed, and resolved support tickets using ServiceNow.
- Research, diagnose, troubleshoot and provide solutions to resolve customer issues.
- Active Directory administration.
- Complete setup and support of Mac OS X Server.
- Installed and supported physical components of hardware, worked with vendor support.
- Provided support for Adobe Creative Cloud, Microsoft Office 365, AWS Cloud computing.
- Provided end-user training and support through hands-on, verbal and documentation.
- Mobile Device support, iOS and Android devices.
- Pushed security patches and software updates to Mac computers as a Bigfix Administrator.
Production Color Artist - Mac Technician
Quadras Inc
Doraville, GA
05.2004 - 04.2006
- Provided Color graphic production services for high-tech fast-paced environment.
- Adjusted supplied artwork to desired color space and necessary size and layout based on customer needs and specifications.
- Responsible for manipulation and output of vector and raster graphic files to align with customer specifications while compensating for print process limitations.
- Provided Mac software and hardware support.
- Partnered with Art Department staff, Account Coordinators and Sales staff to produce and edit catalogs and production corrections.
Mac Technician - Pre-press Manager
The Atlanta Journal-constitution
Atlanta, GA
04.1986 - 02.2004
- Created Layout advertisements for various Companies, Real Estate ads and news editorials pages.
- Assisted with proofreading tasks as needed; identified typographical errors before they went into production.
- Analyzed and troubleshooted Mac problems to provide quick resolutions. Provided tech support for other Mac operators.
- Scanned images and 35mm slides using high-end Drumscanner, Scitex Smartscanner and Flatbed scanner into Photoshop for image editing and color corrections.
Education
Associate of Arts - Visual Communication
The Art Institute of Atlanta
Atlanta, GA03.1986
Skills
- Ticket Management
- Customer Service
- System Troubleshooting
- Teamwork and Collaboration
- Preventive Maintenance
- Mac OS
- Window 10/11
- iOS
- Active Directory
- SCCM
- Global Protect
- TCP/IP
- VPN
- Zscaler
- Server
- VShere
- VMware
- Parallels
- Bigfix Administrator
- Technical Advisory
Certification
- Jamf Certified Associate - Jamf Pro
- Apple Certified Associate Mac Integration
Timeline
Technical Support Engineer
Park Place Technologies
02.2018 - Current
Deskside Support Specialist
Koch Business Solutions
08.2006 - 02.2018
Production Color Artist - Mac Technician
Quadras Inc
05.2004 - 04.2006
Mac Technician - Pre-press Manager
The Atlanta Journal-constitution
04.1986 - 02.2004
Associate of Arts - Visual Communication
The Art Institute of Atlanta
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