Jarl Jackson

High-impact IT professional dedicated to seamless network operations and user support. Expert in Active Directory, complex troubleshooting, and full-stack hardware/software configuration. I specialize in turning technical bottlenecks into streamlined workflows and delivering fast, reliable solutions in high-pressure environments.

Network Technician - FCCI Insurance - Richardson, TX

(2020-01 - 2025-12)

• Provided timely technical support and troubleshooting for a range of hardware, software, and networking issues.
• Diagnosed and resolved technical issues related to hardware, software, and business applications, escalating to higher-tier support when necessary.
• Assisted with the evaluation of hardware and software systems, recommending upgrades or improvements to enhance IT infrastructure performance.
• Acted as the primary point of contact for employees needing technical assistance, handling complaints and queries with professionalism to ensure high user satisfaction.
• Supported and maintained third-party business applications, ensuring smooth integration with existing systems and troubleshooting interdependencies.

Service Desk Analyst L2 - TEKsystems - Frisco, TX

(2018-09 - 2019-10)

• Provided telephone, email, and remote support for internal company technology users.
• Managed account creation and modification using Active Directory, Exchange admin center, and MS 365 admin center, including license assignment.
• Logged all incidents and requests in Service Now and acted as an escalation point for L1 analysts.
• Configured, deployed, and set up new computer equipment including docking stations, monitors, and stands.

Support Analyst - HCL America, Inc - Frisco, TX

(2017-02 - 2018-06)

• Updated and maintained issue tickets using Service Now in a fast-paced, dynamic environment.
• Achieved high First Call Resolution (FCR) rates and low Average Handle Times (AHT) while diagnosing and resolving issues over the phone and through web queues.
• Managed account modification through Active Directory and MyIdentityIQ, including SAP unlocks and password resets.
• Configured and troubleshoot MS Office Suite (2010 and 365) and mobile devices (iOS/Android) via ActiveSync and Citrix SecureHub.
• Administered Cisco phone and Cisco Jabber modifications through the Cisco Unity Console Administration.

Technical Support Technician - CompuCom - Dallas, TX

(2008-08 - 2016-10)

• Provided support for Microsoft-based applications and some internal applications for multiple accounts, including POS support.
• Performed account modification via Active Directory (ADM), password resets, and printer issue resolution.
• Supported users via phone, email, chat, and a web-based application, maintaining a high first call resolution rate and averaging 35 calls a day.

Help Desk Support Analyst - First American - Las Colinas, TX

(2000-08 - 2008-06)

• Supported applications, including mainframe emulation packages and Microsoft products, for approximately 30,000 internal and external users.
• Processed and routed 150-200 tickets a day through the TechExcel Employee Webportal.
• Maintained an 85% first call resolution rate and averaged 30 calls a day.

Associate of Applied Science - Criminal Justice - El Centro Community Colleges