Matthew Jackson
Chicago
Summary
Solid technical background combined with exceptional skills in analyzing, testing, and managing the design, development, documentation, maintenance, and configuration management of a wide variety of databases, software systems, computer networks, and telecommunications systems, including all aspects of implementation and performance tuning. Integrates business requirements with the latest technologies to deliver cost-effective solutions. Renowned for a “can do” attitude on support teams that thrive in the most demanding of operational environments. Core competencies include:
- Training | Development
- Team Collaborat
- Network Security
- Strategic Planning
- System Administration
- Network Administration
- Risk Assessment
- Testing, Quality Assurance
- Compliance Reporting
Overview
2
2
years of professional experience
1
1
Certification
Work History
Account Manager
Discover Finacial Services
Chicago
07.2024 - Current
- Responsible for handling routine customer service inquiries and problems via telephone, digital or chat channels through effective communication and problems solving skills.
- These routine customer service inquiries require the use of standard screens, scripts and procedures.
- Navigates a computerized system for responding and/or troubleshooting to customer questions.
- Excellent verbal communication and problem-solving skills, as well as being comfortable with multi-tasking, as needed.
- Actively manages and escalates risk and customer-impacting issues within the day-day role to management.
- Assists over 100+ customers per day by energetically engaging in a fast-paced, back-to-back call environment via phone, online or chat
- Brings empathy to customer inquiries about reward redemptions, customer information updates, card activations, making payments, processing lost or stolen cards, statement and APR inquires, and processes credit line increase and decrease requests
- Utilizes multiple systems to respond to, troubleshoot and document customer inquiries
- Leverages 2 standard screens, verbatim scripts and procedures
Intern
SDI Presence
01.2024 - 06.2024
- Field Deployment Team
- PC installation
- PC Imaging
- PC Removals
- Software updates and installation
- Program updates and installation
- Inventory and assist management
- Equipment pick-ups and delivers
- Multi-tasking skills
- Help Desk Team
- Customer service
- Creating tickets with service now
- Multi-tasking skills
- Troubleshooting
- Multi-factor authentication edits
- Password resets
- Accounts unlock
- Remoting into PC’s
- Worked with Azure ad, VPN, Avanti, Office 365
- Ticket escalations
Desktop Support Contractor
TCW Staffing Nation
07.2023 - 09.2023
- Unthread mobile technology carts
- Removing both the device as well as its associated cords and power suppliers
- Connect a device to its power adapter and ensure the device is charging and can start up
- Record its serial number, seal the device in a container or bag, and move it within the school
- Climb several flights of stairs and lift to 50lbs
- Work within the schools while maintaining social distancing
- Have a basic level 1 desktop support understanding of both Macs and Chromebooks
Education
A.S. - Cybersecurity
Olive Harvey
Chicago, IL01.2024
Advanced Certificate - CyberSecurity
Kennedy King College
Chicago, IL01.2023
Basic Certificate - Cybersecurity
Olive Harvey College
Chicago, IL01.2021
Skills
- Skilled in Office 365 Applications
- SharePoint
- Skilled in Document Management with Google Docs
- Linux Operating System
- Mac
- Windows PowerShell
- Customer relationship management
- Problem solving
- Attention to detail
- Inventory management
Technical Competencies
Microsoft Office 365, SharePoint, Google Docs, Linux, Mac, Windows PowerShell
Certification
Basic Certificate Cybersecurity – Olive Harvey College, 2021
Advanced Certificate CyberSecurity -Kennedy King College 2023
CompTIA Security+ Certification, 2023
Timeline
Account Manager
Discover Finacial Services
07.2024 - Current
Intern
SDI Presence
01.2024 - 06.2024
Desktop Support Contractor
TCW Staffing Nation
07.2023 - 09.2023
A.S. - Cybersecurity
Olive Harvey
Advanced Certificate - CyberSecurity
Kennedy King College
Basic Certificate - Cybersecurity
Olive Harvey College
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