Rick Jackson

Experience

1. Senior Service Desk Analyst

   Altera Digital Health

   Oct 2022 — Present

   Lead several team-wide process improvement initiatives to increase team efficiency.• Designated SME for a large client. Duties include conducting meetings with the client to remove any potential pain points and educate the team on new client-specific workflows.• Create and edit knowledgebase articles to assist analysts whilst they are engaged in a call.• Assist with onboarding and training of newly hired analysts.• Provide technical support to healthcare professionals with infrastructure that varied from client to client. Daily duties included taking calls from various clients and addressing technical issues or concerns in a prompt and efficient manner.

Education

• North Carolina State University

  Bachelor of Science (B.S.), Business Administration - Human Resources; Minor- History

  2008 — 2012

• Wake Technical Community College

  Business Intelligence Certification, Data Analysis

  2020

• The University of North Carolina at Chapel Hill

  Data Analytics - Bootcamp, Data Analytics

• Wake Technical Community College

  Associate's Degree, Information Technology

  2014 — 2016

Skills

• Windows Os
• Microsoft Outlook
• Citrix Xenapp
• Red Hat Linux
• Temporary Placement
• Vpn
• Talent Acquisition
• Communication
• Staffing Services
• Formal Presentations
• Microsoft Office
• Recruiting
• IT Support
• Public Speaking
• Help Desk Support
• Customer Service
• Ticketing Tools
• Computer Networking
• Troubleshooting
• Technical Recruiting
• Microsoft Sql Server
• Interviews
• Sourcing
• Applicant Tracking Systems
• Dameware
• Sccd