Adrian Jackson

Outgoing and dedicated professional, who is looking to continue his career in the IT field. Seeking to utilize my technical skills, communication skills, customer service and problem-solving skills to benefit clientele while learning as much as I can and expanding upon my current work experience.

Help Desk Technician - University of Massachusetts Amherst - Amherst, MA

(2026-02 - 2026-08)

• Provided technical support to the students of the campus and assistance to internal employees, ensuring efficient and effective operation of the school's technology systems.
• Worked with active directory and used it to manage student and staff accounts and access within the network.
• Responsible for troubleshooting and resolving technical issues, documenting all incidents and solutions in a tracking system.

Help Desk Technician - Hartford International University - Hartford, CT

(2025-08 - 2026-06)

• Provided technical support to students and internal staff, ensuring the efficient and reliable operation of campus technology systems.
• Managed student and staff accounts, permissions, and network access using Active Directory.
• Diagnosed and resolved a wide range of technical issues while accurately documenting incidents, troubleshooting steps, and resolutions in the organization’s ticketing system.

Help Desk - Qnnect - Remote

(2025-06 - 2025-08)

• Provided technical support to the internal employees, ensuring efficient and effective operation of the company's technology systems.
• Worked with active directory and used it to manage staff accounts and access within the network.
• Responsible for providing assistance with equipment configuration

Help Desk Technician - University of Massachusetts Amherst - Amherst, MA

(2024-03 - 2025-05)

• Provided technical support to the students of the campus and assistance to internal employees, ensuring efficient and effective operation of the school's technology systems.
• Worked with active directory and used it to manage student and staff accounts and access within the network.
• Responsible for troubleshooting and resolving technical issues, documenting all incidents and solutions in a tracking system.

Help Desk Operator - Truist Bank - Remote

(2024-07 - 2025-01)

• Provided technical support and assistance to internal employees, ensuring efficient and effective operation of the company's technology systems.
• Worked on active directory and used it to manage user accounts and access within the network.
• Responsible for troubleshooting and resolving technical issues, documenting all incidents and solutions in a tracking system, and training end-users on new or updated technology products.

C-Live Technician - Cigna Healthcare - Bloomfield, CT

(2023-09 - 2024-04)

• Facilitating the Preparation and Shipment of Work-from-Home Kits for Employees
• Troubleshooting equipment issues
• Providing assistance with equipment configuration
• Cleaning, scanning, and managing laptops and thin clients.
• Utilizing the ticketing system to support both new and existing employees.

Help Desk Level 2 - Travelers - Hartford, CT

(2022-04 - 2023-04)

• Provided technical support and assistance to a team of 40,000 internal and external customers, ensuring efficient and effective operation of the company's technology systems
• Responsible for troubleshooting and resolving technical issues, documenting all incidents and solutions in a tracking system, and training end-users on new or updated technology products
• Maintained and updated technical process and procedure documentation and collaborated with other IT staff members to identify and resolve technical problems
• Participated in ongoing training and professional development activities to stay up-to-date with new technologies and industry best practices
• provide timely and high-quality technical support to end-users and ensure optimal performance of thecompany's technology systems

Helpdesk Associate Engineer - Think Anew - Tampa, FL

(2021-02 - 2022-02)

• Manage incoming calls to the Helpdesk, act on assigned open tickets, and work in collaboration with other engineering members to resolve customer technical issues promptly to maintain top customer satisfaction
• Provide technical assistance and support related to computer systems, hardware, or software
• respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions
• Manage incoming calls to the Help Desk via our ticketing system, telephone and email.
• Coordinate and perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Install, troubleshoot, repair and support network, server, computer, phone system, and printer hardware, XP, Vista, Windows 7, Windows 10 and Thin Client workstations and laptops

Field Services Support Representative - Visual Edge IT - Tampa, FL

(2020-08 - 2020-11)

• Create support requests in service management system from received inbound calls and emails and dispatch support requests to field technicians.
• Manage call coverage escalations based on priority to meet contractual SLA's and customer commitments for maintenance and project activities.
• Work closely with Field Service team and Project Management for fulfilling call coverage requirements.
• Escalation to Technical Support Center when support request requires advanced technical expertise.
• Documentation departure of field engineers and spares, including all information required to meet customer and Vology requirements.

PC Technician - Tranzact - Tampa, FL

(2020-04 - 2020-08)

• Identifying and troubleshooting problems.
• Resolving network and connectivity issues.
• Providing technical support.
• Managing workstations.
• Installing software applications and CRM Programs.

Help Desk Tier - Titan School Solutions - Tampa, FL

(2020-01 - 2020-04)

• Create support requests in service management system from received inbound calls and emails.
• Interact with customers on behalf of an organization.
• They provide information about products and services, take orders, respond to customer complaints, and process.

Help Desk Tier - Vology - Clearwater, FL

(2019-08 - 2019-10)

• Create support requests in service management system from received inbound calls and emails and dispatch support requests to field technicians.
• Manage call coverage escalations based on priority to meet contractual SLA's and customer commitments for maintenance and project activities.
• Work closely with Field Service team and Project Management for fulfilling call coverage requirements.
• Escalation to Technical Support Center when support request requires advanced technical expertise.
• Documentation departure of field engineers and spares, including all information required to meet customer and Vology requirements.

B.A. - Art and Science - Eastern Connecticut State University (2013)