RONALD JACKSON

1467 Adele Ave • Atlanta, GA 30314 • 404-758-3476 (h) • 404-680-9785 (c) • r.jackson05@comcast.net

TIER 2 SUPPORT ANALYST / MANAGER

14 years of experience in managing and supporting technical and Help Desk support.

Skilled in diagnosing and troubleshooting network issues, LAN and wireless, desktop, laptop, printer and other
hardware / software issues. Recognized throughout career for “above-and-beyond” performance in resolving complex
technical issues. Hands on approach to team leadership and direction; excellent team communicator and relationship
builder.

AREAS OF EXPERTISE

• Help Desk Ticketing • Server Administration

• Training and Development • Enterprise Software Licensing
• Desktop/PC Technical Support • Disaster Recovery / Backup

PROFESSIONAL EXPERIENCE

November 1997 – November 2010 AMERICAN CANCER SOCIETY

Atlanta, GA
Tier II Support Manager
Managed a team of help desk and desktop support analyst that provided support to American Cancer Society’s National
Home Office and Division IT infrastructure; including all hardware; software; and network connectivity. Provided
technical support to Division and Regional Office users in resolving PC systems, mobile devices, and applications-
related problems and assumed primary support for resolving Help Desk tickets.

 Managed the administration of Lotus Notes user accounts across the enterprise. Administration included; but was
not limited to; creating user ids; effecting user name changes and moves; maintaining nationwide; National; and
Division group ACL; and removing terminated user ids in a timely and cost effective manner.
 Provided Notes technical expertise to internal IT groups and provided feedback and recommendations to
management relative to the optimization of the enterprise Lotus Notes/Domino environment.
 Supervised desktop support and the maintenance for approximately 2000 end points (desktops & laptops) as well as
the specialty application sub-functions of mobile and handheld devices (PDA, Blackberry, Treo) ensuring devices
integrated with the enterprise's network.
 Identified training needs and coordinated training; ensuring each employee had the skills, training, equipment and
tools necessary to provide a world-class level of support service.
 Monitored and updated help desk incident tracking tickets for purposes of demonstrating compliance with issue
response and resolution Service Level Agreements, logging daily activities and documenting solutions.
 Provided hardware and software procurement recommendations; coordinated support and repair activities with
select third party vendors.
 Verified software licensing agreements to comply with enterprise volume license requirements and limitations.

 Planned and implemented corporate Data Migration and Backup & Recovery projects which were completed ahead
of schedule.

 Utilized robust configuration management tools to provision new workstations, distribute software updates and
patches, obtain real time inventory data, and remotely support users.

 Imaged new and existing equipment to install appropriate drives, software and configurations and to recover and
restore equipment.
RON JACKSON, 2 404-758-3476 • r.jackson05@comcast.net

 Managed enterprise SQL Server and backup server environments resulting in 98% uptime.
 Responsible for inventory and asset tracking of company technology in addition to securing company assets.

September 1996 – October 1997 DECISIONONE Atlanta,

GA
Sr. Desktop Support
Provided integrated onsite, remote and logistics capabilities providing a turn-key solution to ensure systems
performance, client satisfaction and service quality. Supported multi-vendor IT environments ranging from: the data
center and network; to desktop/notebook and mobile computing; to printers, kiosks and specialized IT equipment.
 Provided on-site and/or remote resolution of multiple problems and multiple customers, involving all desktop
hardware, products, and applications.
 Performed troubleshooting and repair of desktop hardware problems, managed hardware break-fix inventory and
coordinated vendor repair and warranty work.
 Provided first level hardware and software support to users of various desktop applications such as Microsoft
Office, Lotus Notes, CC Mail and Windows.
 Performed all desktop hardware and software installations, moves, adds and changes resulting from client requests
and IT initiated projects.
 Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems,
file servers, email servers, computer conferencing systems, application servers, and administrative systems.

March 1995 – August 1996 GEORGIA STATE UNIVERSITY Atlanta,

GA
Assistant Dean
Maintained Georgia States’ Student Government Association computer lab providing a wide range of applications and
hardware needed by the student population.
 Maintained Student Activities department computer lab consisting of PC’s and Mac’s; responsible for purchasing
hardware and installing software.
 Provided maintenance support for personal computers, servers, local and wide area network, software, and data
communications technologies for support to the Dean of Students and staff of program advisers, to maximize
productivity and minimize system downtime.
 Troubleshot complex problems, analyzing situations through an in-depth evaluation of multiple factors.
 Served as IT instructor for the Dean of Student Staff.
 Advised, trained and developed student leaders, SGA, Student Senate, IFC/ISC.

EDUCATION & CREDENTIALS

Bachelors of Science, Dual Degree in Mathematics and Computer Engineering

ALABAMA STATE UNIVERSITY, Montgomery, AL

Platforms and Software: Windows NT; Windows 95/98/2000/XP/Windows 7; Windows 2003 Server; UNIX;
CITRIX; Novell Netware; SQL Server; Lotus Notes; Blackberry Server; HP SAN; Blades
Professional Development:
• Help Desk Institute Certified
• Server 2000 Training
• Windows XP Certified