Desiree Jackson

• Resolved technical issues efficiently, enhancing user experience across all service desk interactions.
• Implemented ITIL best practices to streamline incident management and improve response times.
• Monitored ticketing system to ensure timely resolution of support requests and maintain service quality.
• Provided training and support to junior staff, fostering a collaborative work environment and knowledge sharing.
• Support Av equipment for conference rooms, projectors, and video conferencing systems (Teams, webex, zoom etc)
• Install/configure upgrade for laptops/desktops software and hardware, desk phones, and mobile devices
• Provide onsite support to trading floor and remote office support for troubleshooting pc/laptops, software, tablet/phones, and printer support
• Manage user accounts, licenses, and permissions in the Microsoft 365 Admin Center and Azure Active Directory.
• Troubleshoot and resolve issues with M365 applications (Outlook, Teams, SharePoint, OneDrive, etc.).
• Escalate complex issues to higher-tier support or specialized teams when necessary.
• Replace hardware when necessary thin clients, cisco phones, keyboards, mice, printers etc

• Provided technical support for hardware and software issues to enhance user productivity.
• Diagnosed and resolved network connectivity problems, ensuring efficient system operations.
• Installed, configured, and maintained desktop systems and peripherals for optimal performance.
• Collaborated with IT teams to implement system upgrades and enhancements effectively.
• Assist up to 100 + coworkers in the downtown office location with various computer, printer, phone support issues
• Handle Genius Bar Support for immediate hardware or connectivity related issues
• Responsible for ordering, receiving, asset tagging, storing, tracking and deployment of IT equipment
• Responsible for deploying laptops to remote users & ordering hardware

● Completed hardware moves and equipment replacements for all PCs and all PC related equipment

● Setup over 500 computers for the new Professional building that was completed in October 2018

● Manage outside clinics hardware, software and assist with Webex Support

● Supported breakfix issues with HP, lexmark & Konica Minolta printers

• Replace hardware equipment in Operating Rooms in various wings of the hospital