Jamal Jackson

6702 N. 12th St., Philadelphia, PA 19126

215.514.2067 a" jj9381f6@westpost.net
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INFORMATION TECHNOLOGY SUPPORT
~ 7 Years of Customer Service Support Experience ~
SUMMARY
a Certified IT technician specialized in system and user support within a Window
s based LAN/WAN environment.
a Proven problem solving skills. Achieve results through following a step-by-st
ep approach to identify errors and provide timely solutions.
a Effective communication skills with the ability to deliver exceptional custome
r service to internal and external customers by phone, email and in person.
TECHNICAL SKILLS SUMMARY
Technical support training included troubleshooting of networks, hardware and so
ftware in a Windows environment
Operating Systems: Windows Server 2003, Vista & XP Professional installation, co
nfiguration & support
Networking: LAN, WAN, TCP/IP, DHCP, DNS, Active Directory, Remote Access protoco
ls, Ethernet, Wireless
Security: Virus Protection Utilities, Firewall and Proxy Server configuration, D
isaster Recovery, Remote Management, Fault Tolerance, Network Hardening
Hardware: Workstation/Server maintenance and troubleshooting, network printer su
pport, routers, switches and hubs
TECHNOLOGY CREDENTIALS
MCP (Microsoft Certified Professional a" Server 2003 a" 70-290)
MCTS (Microsoft Certified Technology Specialist a" Vista a" 70-620)
EDUCATION
COMPUTERTRAINING.EDU, Bensalem, PA
Microsoft Network Technology Program: (Graduated 11/08)
a Operating systems/server application support training includes: Microsoft Wind
ows XP Professional, Windows Vista a" Business, Enterprise and Ultimate editions
, Windows Server 2003, Internet Security and Acceleration (ISA) Server 2004/2006
and Windows Software Update Services (WSUS).
Course Project Highlights:
a Experienced in supporting a growing company and itas subsidiaries during expan
sion, moving from a six computer peer-to-peer workgroup, to a network supporting
multiple locations nationwide with 40 full-time employees
a Provided desk-side support and troubleshooting including regedit and entry-lev
el application support
a Upgraded 40 systems from Windows XP to Windows Vista
a Set-up work stations, performed network connectivity, implemented file sharing
, and managed network printer
PROFESSIONAL EXPERIENCE
PHILADELPHIA GAS WORKS, Philadelphia, PA
Field Service Technician: (12/02 to Present)
a Respond to customer work orders through usage of AIMS customer management data
base
a Meet face to face with customers to troubleshoot problems and resolve issues o
n site, assisting customers before, during and after service to ensure satisfact
ion
a Provide basic troubleshooting of hardware and software of Windows based laptop