Austin Jackson
Service Desk Analyst ll at National General Insurance
- Role
- Service Desk Analyst ll at National General
- Location
- Cleveland, OH, US
- LinkedIn followers
- 500 followers
About Austin Jackson
CompTIA A+ certified professional with 9+ years\' extensive experience in testing, installing, repairing and maintaining a diverse range of hardware, software and peripherals. Well versed in providing computer maintenance and diagnostic, Service/Help desk support, and basic networking. Ability to adapt to various work environments including healthcare and education. Passion to continue learning and gain more experience in information technology.
Experience
Service Desk Analyst ll
Nov 2020 — Present · Cleveland, OH, US
Process Level I team tickets and requestsTroubleshoot and resolve tickets within SLA, related to operations and end-user requestsAble to support 24x7x365 on-call rotationProvide coaching to less experienced team membersContact support teams to assist with incident resolution regarding system outagesEscalate system issues to support teamsResolve password / account related callsReceive, log and manage several calls each day from internal and external customers via telephone and or web based ticketing systemTroubleshoot IT related incidents related but not limited to, software, network, laptops/desktops and printersEscalate unresolved calls to various support teams
Education
Lorain County Community College
Associate's degree, Computer Technology/Computer Systems Technology/ Photography
2015
Skills
- System Center Configuration Manager (Sccm)
- Vmware
- Secure Shell (Ssh)
- Film Photography
- Operating Systems
- Internet Protocol Suite (Tcp/Ip)
- Photography
- Mac & Pc Platforms
- Transmission Control Protocol (Tcp)
- Customer Service
- Windows 7
- Networking
- Servicenow
- Linux
- Healthcare Information Technology (Hit)
- Active Directory
- Jabber
- Powerpoint
- Windows Xp
- Lan-Wan
- Windows Server
- Technical Support
- Troubleshooting
- Computer Hardware
- Cisco Networking
- Computer Repair
- Computer Maintenance
- Webex
- System Deployment
- Osi Model
- Cisco Ios
- Comptia
- Microsoft Excel
- Microsoft Office
- Onbase
- Powershell
- Go Live Support
- Citrix
- Dynamic Host Configuration Protocol (Dhcp)
- Cisco Vpn
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