ANDREW JACKSON100 Timberlake Terrace, Covington, Ga 30016

(404)317-4278 - oconeeand@gmail.comhttps://www.linkedin.com/pub/andrew-jackson/

CAREER OBJECTIVE________________________________________________________________

To obtain a position that will utilize my experience, education and interpersonal skills to accomplish success, measured only by excellent technical and non-technical capabilities.

CERTIFICATION TRAINING____________________________________________________________

A+, Novell CNA, MCSA/MCSE, Citrix, Blackberry/RSA

TECHNICALSUMMARY_______________________________________________________________

Windows 7/2000/XP-SP2 and Macintosh desktop support knowledge and experience with SCCMWindows Server Administration 2003, 2008, 2012 R2Meeting Support - audiovisual, IPTV, web conferencing, and videoconferencing knowledge - TandebergMultiple internet browsers – Netscape/Internet Explorer/FirefoxHands on experience with hardware/software installation, support and troubleshootingExperience and understanding of helpdesk ticketing software – Peregrine, Track-IT 7.0/8.0, ServiceNowEmail Administration – Microsoft Outlook/GroupWise/Lotus NotesNetwork Administration – Microsoft Active Directory/Novell Netware/Share PointRemote Access Support – Citrix/Microsoft Remote Desktop/PC Anywhere/WebmailWiFI Peripheral Support - including Apple IPhone, Tablets, Android, Blackberry & Treo SupportGraphical Support – Adobe Acrobat & PageMaker/Corel Draw/Microsoft Publisher/AutoCadWorking knowledge with Linux commands

Strong Knowledge and Expertise in the FollowingSharepoint (MOSS 2007/2010)Windows XP/VISTA/7/8/10Unix/UbuntuMS Office Suite 2010/2013Web MailSolar WindsAdobe Professional Google ChromeNagios Opsview

Load Balancer F5,ACE,CSMSplunkCitrixMS Sharepoint Designer 2007Cisco Agent/DesktopVideoConferencingMS Project/Visio/FrontPageCisco VOIPSCCM

Norton/McAfee Antivirus Software Active Directory IBM Lotus NotesExchange Administration 2007/2010Windows Remote DesktopTrack-IT 7.0/8.0/ServiceNowRemedy/PreregrineITIL 4.0Reference Manger/End Notes

EDUCATION________________________________________________________________________

DeVry University, Atlanta, GABachelor of Science in Computer Information Systems, June 1994

Computer Technical Institute, Marietta, GANovell Netware Certification Training, August 1996

HTR, Atlanta, GAMicrosoft NT Training, November 1999

EXPERIENCE_______________________________________________________________________

InCommIT Service and Support Analyst, Level II, July 2013 – Present Atlanta Ga

Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. .

Incident handling, problem management, configuration implementation, deployment monitoring, break fix administration, service level management, security operations, IT service continuity, maintenance and load balance control for both physical and virtual servers as well as EMC and Hitachi storage arrays. This is accomplished via the use of tools such as Service Now, ActiveRoles Server, Big Brother, Site Scope, Orion, Splunk, Lil’d, OpsView, Remote Desktop, Cisco VPN concentrator, ACE load balancer, VNC, Putty, and VMware, Linux commands for making directories, file compression, archiving and file creation. Monitor the current network conditions through different network management softwares such as sniffer pro, prtg, solarwinds, to test the equipment before deployment at the client site.

Utilized VMware vCenter Operations Manager to monitor the health of the vCenter envitonment Used Remedy for Incident/problem management & Change Management. Utilized VMware tool to migrate countless physical servers to virtual machines.  Worked in a Citrix environment to install, test, and published applications to users. Configured Wyse

Clients for distribution to home users for use in Citrix. Worked in Citrix Delivery Console to publish apps. Work with many VMware vCenter technologies, including ESX, HA, DRS, vMotion, Cisco Nexus v1000,

SRM, dvSwitch, vSwitch, iScsi, Fiber channel Data stores. Active Directory Administrator Managed international domain of all servers according to PCI regulations, facilitating automation Developed measurements for quality assurance and auditing Kept security records, noting all changes, upgrades and modifications to the system Maintained enterprise level application via plumbing Determined encryption methods to meet present PCI requirements

KIT DIGITAL Service Desk Support Specialist, March2012-June2013 Atlanta, Ga

Track all incoming calls and email requests for technical support using Remedy Provide Desk side / Remote support for clients On an Executive level. Worked in Microsoft SharePoint technologies (MOSS 2007/2010) like InfoPath forms, workflows,

SQL Server, Web Services, XML, ADO.NET, Visio, AJAX, JavaScript, ASP.NET Administer technical support for remote users globally. Maintain imaging system for laptop deployment Installation, configuration and maintenance of common user operating environments Assist in conforming and initiating company security policies Create and edit documentation of the Information Technology Infrastructure Provide telephone , email and personal desktop support Day to day resolution on Linux based issued through SMS ticketing system in compliance to

SLA cycles Performed the daily system administration tasks like managing system resources and end user

support operations and security.

Rockdale County High SchoolParaprofessional Educator, September 2009-March 2012 Conyers, Ga

Assist teachers with day to day computing technical needs Administer security policies for local network Instruct students on use of personal computing and laptop use Take lead teaching role for two weeks per month in classroom on all technical subject matter

Initiate classroom warm-up exercise on materials previously learned during last class instruction Contributor to all graduation rehearsals as well as participates in assuring the successful

completion of graduation ceremony Lead counselor and motivator for male students troubled by family issues and seemingly

struggles in classes

Ryla Teleservices, Inc. (Contract, Verizon Wireless)Customer Service Agent, June 2009 –September 2009 Kennesaw, Ga

Responsible for responding to over 100 inbound service telephone calls daily Verify and/or update Verizon Wireless customer demographic, eligibility, enrollment and

billing/payroll information on daily basis Accountable for initiating financial transactions at the request of Verizon Wireless customers Provide first level technical support to all Verizon Wireless mobile devices, smartphones/pdas for

all customers Research and resolve complex issues while assuring customers the best quality service

PROMMIS SOLUTIONSTechnical Support Analyst, May 2007 – September 2008 Roswell, Ga

Provide daily PC support for local and remote users to include the communications system via telephone, email and SMS

Top Level Support (V.I.P) to VPs'/CEO's and administrators Install and configure all issued software on desktop and notebook computers Utilize ghost imaging solutions for PC installation when possible Administer Active Directory and Microsoft Exchange Configure and support corporate phone systems Audit and document hardware and software inventory Utilize internal tracking software to create work orders, record transfers of equipment, track

serial numbers, input reported problems, and maintain database of issues and resolutions

STATE OF GEORGIA - OCONEE COMMUNITY SERVICE BOARDMicro Computer Support Specialist, March 2006 – May 2007 Milledgeville, Ga

Provide advanced technical support to computer users at all Customer Service Centers in a wide geographical area

Manage security standards for entire LAN/WAN granting and restricting user access when advised

Support current operating systems, application software, LAN/WAN connectivity and basic telephony devices

Maintain a high level of technical skill in micro-computer problem-solving and networking services

Managed corporate mobile accounts and hardware. Developed and managed data backup strategy utilizing Symantec Backup Exec.

Centers for Disease Control/NCCDPHP Computer Specialist III, September 1999 – August 2005 Atlanta, Ga

Provided support to office and field personnel for all Information Systems and telecom issues.. Managed user accounts and maintained network security policies utilizing Active Directory and

Group Policy services. Troubleshoot Citrix based statistical applications for 150 users Provided new hire and ongoing employee training. Managed a database tracking system for all software and hardware purchased by the division Installed Windows Server Update Services (WSUS) to deploy updates to workstations. Provided recommendations for all hardware and software purchased by The Centers for Disease

Control and Prevention, Division of Adult and Community Health Setup and breakdown equipment for all conferences and presentations within the division Documented success in responding all inquiries and tickets in a timely manner