Roosevelt Jackson

• Provided Tier 2/3 application and production support for insurance, underwriting, and billing platforms in a client-facing environment.
• Managed and resolved incidents using Salesforce and Jira ticketing systems, ensuring accurate documentation and timely resolution.
• Executed SQL queries and developed stored procedures to troubleshoot data issues, generate reports, and support client business needs.
• Created and modified XML files to resolve integration and workflow issues between systems.
• Monitored Azure-hosted applications using Application Insights and IQL to diagnose and resolve performance and system errors.
• Collaborated with Product Management, Business Analysts, and Customer Service teams to deliver solutions and improve operational workflows.
• Developed and tested custom scripts and code (C#, VB, .NET) to meet evolving client requirements.
• Created SSRS reports to support business testing and validation processes.
• Performed QA validation on new enhancements and bug fixes prior to production release.
• Maintained detailed knowledge base documentation to streamline issue resolution and improve team efficiency.
• Supported workflow automation services to ensure system reliability and optimal performance.

• Worked on a team of 13 technicians to provide technical support to 5000 users
• Provided 80% phone and remote support and 20% desktop support; utilized Altiris and WebEx for remote support
• Set up and configured employee's workstations, laptops and BlackBerry mobile phones
• Configured systems, installed and tested hardware/software
• Troubleshot, configured and added/deleted users account using Active Directory
• Troubleshot all Lotus Notes, Microsoft Office Suite and XP issues
• Provided support to the network, printers, and wireless issues
• Deleted multiple jobs in Citrix using the Citrix Management Console through problem identification
• Utilized Heat ticketing system on a consistent basis to track and document all issues
• Completed performance tuning and maintenance on computers using tools such as McAfee, Avg, and Spybot

bswift ; Chicago, IL 3-2013-6-2016
Helpdesk Technician

• Worked on a team of 2 technicians to provide technical support to 580 users
• Provide phone and remote support and 30% desktop support; utilized webex for remote users
• Set up and configure employees workstations, laptops, phones and mobile phones
• Configured systems, installed and tested hardware/software
• Troubleshot, configured and added/deleted users account using Active Directory
• Troubleshot all Microsoft Office Suite, Cisco phones, and XP issues
• Setup, configure and troubleshoot FTP\SFTP accounts for clients using SQL and Roboftp
• Setup, configure and troubleshoot rightfax server issues for clients
• Grant users access to SharePoint and assist with the site permissions
• Use Cisco Management tool to configure network ports throughout the office

• Worked on a team of 3 technicians to provide technical support to 370 users
• Provided 70% phone and remote support and 30% desktop support; utilized Desktop

Authority and WebEx for remote support

• Set up and configured employee's workstations, laptops and mobile phones
• Configured systems, installed and tested hardware/software
• Troubleshot, configured and added/deleted users account using Active Directory
• Troubleshot all Microsoft Office Suite, Cisco phones, and XP issues
• Provided support to the network, printers, and wireless issues
• Utilized Trackit ticketing system on a consistent basis to track and document all issues
• Completed performance tuning and maintenance on computers using tools such as McAfee, Avg, and Spybot
• Assisted Traders and Financial Advisors with Bloomberg and Netx 360 applications

• Worked on a team of 13 technicians to provide technical support to 5000 users
• Provided 80% phone and remote support and 20% desktop support; utilized Altiris and WebEx for remote support
• Set up and configured employee's workstations, laptops and BlackBerry mobile phones
• Configured systems, installed and tested hardware/software
• Troubleshot, configured and added/deleted users account using Active Directory
• Troubleshot all Lotus Notes, Microsoft Office Suite and XP issues
• Provided support to the network, printers, and wireless issues
• Deleted multiple jobs in Citrix using the Citrix Management Console through problem identification
• Utilized Heat ticketing system on a consistent basis to track and document all issues
• Completed performance tuning and maintenance on computers using tools such as McAfee, Avg, and Spybot

• Provided 70% phone and remote support using Webex and 30% desktop support
• Monitored Datacenter and GWI ticketing system queue
• Utilized Active Directory to create and configure email accounts, granting users access to various files and applications
• Troubleshot and configured all network, wireless, Outlook, Entourage and BlackBerry email issues
• Provided support for Citrix users using the Citrix Management Console through problem identification
• Completed performance tuning and maintenance on all PCs and Mac's
• Ghost machines using Bart PE

• Provided technical support to customers in person and over the phone
• Provided superior customer service skills and followed up in a timely manner
• Diagnosed and repaired common computer problems through standard diagnostic and visual inspection
• Repaired or replaced faulty hard drives; added memory and RAM as well as sound and video cards
• Diagnosed virus and spyware infections and resolved the issues with the appropriate clean up tools
• Troubleshot and installed various Operating Systems and applications
• Troubleshot power supplies and performed break/fix repairs for laptops and desktops
• Backed up customer data and performed data migrations

Governors State University
Master of Science in Computer Science (May 2023)
Emphasis: Computer Science

Northeastern Illinois University
Bachelor of Science in Computer Science (May 2004)
Emphasis: Computer Science