JUSTIN A. JACKSON
807 Estuary Dr.
Odenton, MD 21113
Cell: (443) 306-7105
justin.a.jackson83@gmail.com


	
OBJECTIVE: To obtain experienced permanent employment that requires strong
technical and analytical computer skills/support along with a high regard to
customer service and satisfaction.

QUALIFICATIONS:     	

	Mastery of computer hardware, software, and peripherals installation
and troubleshooting; networking skills equivalent to high-level help desk
associate; Completed A+ and Net + certification courses; Over a decade of
exposure to PC usage, maintenance, and repair. Qualified Help Desk Associate/ PC
operator and Network Administrator.

	Skilled LAN (Active Directory), EES (Enterprise Exchange Server), and
BES (Blackberry Enterprise Server) Administrator within complex infrastructures.


	Experienced satellite communications specialist; Three years
installation, maintenance, and repair of satellite systems on both residential
and commercial buildings. Wild Blue Internet Installation Certifications
achieved; Promoted to Field Service Manager (FSM) after a year. 

	Over eight years of experience delivering high level customer service
to the public in the restaurant and consumer retail industries; two years
experience at management level

	Currently holding an active Public Trust Level 7 Security Clearance


AREAS OF STRENGTH:

	Advanced troubleshooting of IT issues, including hardware, peripherals,
and the appropriate software.
	Skilled in PC hardware, software, and peripherals installation,
maintenance, and repair. 
	Experienced in using and troubleshooting Windows Operating Systems
(2000, Server 2003, XP, Vista, Windows 7)
	Active Directory (Server 2003 and 2008) utilized for LAN/Account
Administrative roles (Creation and maintenance of domain accounts, Group
Membership and Permissions, and Network Drive Share creations and permissions)
	Exchange Server 2003 and 2007 Administrator (E-mail resource creation
and maintenance)
	BES (Blackberry Enterprise Server) Administrator
	Comprehension of Help Desk Ticket monitoring and escalation to Tier 2
or above if necessary. 
	CISCO ACS VPN account administration and maintenance.
	Intermediate skills with Exchange PowerShell and VBS scripting for
Exchange related functions.
	Intermediate skills with XHTML and CSS coding.
	Utilization of Remedy (V6.8, V7.1, and V7.6), Remote Desktop, Altiris,
PCAnywhere Remote Desktop Utility, and the Carbon Copy Desktop monitoring
utility. 
	Handling large amounts of email inquiries via Outlook 2007 and OWA (Web
Access).
	Advanced skills in utilizing the MS Office Suite 2003 and 2007 (Word,
Excel, PowerPoint, Outlook)
	Deadline driven with the ability to maintain quality and company
standards
	Skilled in prioritizing demanding tasks and chronicling imperative
assignments
	Resourceful, persistent, and a strong desire to succeed
	Exceptional Client Service Skills
	Admirable interpersonal  skills
	Aptitude to thrive in a team environment as well independently
	Ability to effectively delegate duties in a leadership position in
order to accomplish goals
	Aptitude to award staff members constructive criticism and /or
acknowledgement for personal and professional growth



EXPERIENCE:
4/15/09 - Present 	Lockheed Martin, Windsor Mill, MD
	IT Service Desk Analyst; LAN and EES/BES Exchange Administrator
		Responsible for providing telephone technical support/troubleshooting
to the CMS user community on PC hardware, software, peripherals, network
resources, and LAN connectivity. 
	Installed and updated desktops, laptops, peripherals, and related
software during Laptop Refresh initiative.
	Lead LAN, Exchange 2003, Exchange 2007, and BES Administrator for user
community
	Supervises a team of 5 System Administrators.
	Assists in high visibility troubleshooting for the several government
agencies in Washington DC to resolve a variety of technical issues (i.e. VPN,
Permissions, LAN accessibility)
	Promoted to a Lead Analyst by management due to consistent
complimentary job performance.
	Explained complex systems in audience-appropriate language to resolve
problems and responded to complaints; Clarified questions, concerns, and
expectations to my peers and management.
	Developed and improved service policies, standards, and processes
	Assisted with integration of SOP’s and changes to existing SOP’s  
	Served as a trainer and mentor to new and temporary staff. 

10/14/08- 4/15/09	Insight Global (Worked as a contractor for Lockheed Martin on
CITIC contract), Windsor Mill, MD
	IT Service Desk Analyst
		Responsible for providing telephone technical support/troubleshooting
to the CMS user community on PC hardware, software, peripherals, network
resources, and LAN connectivity. 
	Installed and updated desktops, laptops, peripherals, and related
software during the CMS Laptop Refresh
	Promoted to a Lead Analyst by management due to complimentary job
performance.
	Explained complex systems in audience-appropriate language to resolve
problems and responded to complaints; Clarified questions, concerns, and
expectations to my peers and management.
	Developed and improved service policies, standards, and processes
	Assisted with integration of SOP’s and changes to existing SOP’s  
	Served as a trainer and mentor to new and temporary staff. 

08/08/05 – 08/28/08 	Digital Reception Services, Cape Coral, FL
	Satellite Communications Specialist/ Help Desk Support/ Field Service Manager
	Responsible for troubleshooting IT issues, including hardware,
software, and peripherals. (Field Support also provided)
	Two year tenure in Call Center/Help Desk Environment issuing technical
support and administering problem escalation.
	Highly trained and experienced Satellite Communications Specialist
	Proficient in all aspects of Dish Network satellite installation and
maintenance for both residential and commercial buildings
	Acquired “Wild Blue Satellite Internet” installation certification from
Wild Blue University
	Received "Lead Technician" promotion after 1 year of employment 
	Promoted to the "Field Service Manager" position for the Southwest
Florida region, in which I was responsible for the training, maintenance,
inventory control, and technician performance of all employees in my region

05/07/04 – 08/01/05	Primerica Financial Services, North Port, FL
	PC Support Technician
	Provided telephone and desk side technical support/troubleshooting to
employees on PC hardware, software and network systems
	Responsible for troubleshooting IT issues, including hardware,
software, and peripherals.
	Installed and updated desktops, laptops, peripherals, and related
software.
	Explained complex business rules in audience-appropriate language to
resolve problems and respond to complaints; Clarified questions, concerns, and
expectations,
	Developed and improved service policies, standards, and processes
	Assisted with integration of SOP’s and changes to existing SOP’s  
	Served as a trainer and mentor to new and temporary staff 

06/01/02 – 3/02/04	Circuit City, Hanover, MD
	Product Specialist
	Provided customers with a wide range of technical information on the
newest home entertainment technology, including computers, televisions, home
theatre and audio equipment
	Participated in building and nourishing a client focused sales team,
driven to maintain and exceed consumer’s expected standards 
	Implemented inventory management, loss prevention control and
client/associate safety procedures
	Contributed in the coaching and motivation of sales team to surpass
sales plan 
	Proactively participated in using low-level marketing techniques in
order to increase sales volume inside and outside the work environment 


EDUCATION:

2008 – Present	Currently Enrolled in Computer Science/Network Systems Management
program at Anne Arundel Community College to acquire degree in Network
Systems/Communications. 

2001 – 2002	Completed 32.0 credits at the college level, Howard Community
College,
	Columbia, MD

2004 – 2005	A+ (48 hrs) and Net+ (40 hrs) Certification Coursework, TESST
Institute of Technology, Beltsville, MD
	(Certificates of completion available upon request)


Professional references available upon request.