Donna Jackson

Experience

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  Triumph Manufacturing LLC – Automotive/Tempe, AZ

  Sept 2000 - May 2003

  Desktop Support/Network Administration

  • Solely responsible for Company’s Information Technology department, consisting of 10 servers and 100+ workstations, network administration and database management. Windows NT 4, XP, 98 & 95 environment.• Performed design and implementation of new network system for Company to improve their network abilities - currently in use today. • Implemented Company’s use of Norton Antivirus Corporate Addition, deploying and maintaining of virus definitions. • Upgraded Company’s email system (web-based) to Microsoft Exchange Server which is still in use today. Show less

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  Allied Waste Management Ltd

  Jul 2004 - Jun 2006

  HelpDesk Support Specialist & Desktop Support Technician

  Desktop Support Technician (Promoted 2005)• Building, re-imaging of company’s computers. • Maintenance and repair and upgrades of 350+ desktop/laptop computers, printers (local & network). • Vital part of organizations implementation of Symantec Icommand Remote Server (software package installer from remote location).• Single resource for campus wide computer upgrade project.• Proficient in Windows 95, 98, XP & Microsoft Office – all versions.Help Desk Representative• Answered 300+ daily calls from local and off-site users for system support • Performed systems software installation, printer setup, basic AS400 operations, escalated calls to other teams if needed.• Was trained for Backup Security which involved researching validity of request, proper approval acquired, and set up of network, email, AS400 programs. • Created team user manuals that were used for new employee training.• Worked part-time as Desktop Support Specialist. Show less

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  Coventry Health Care

  Jun 2006 - May 2013

  Sr. Technology Analyst - Level 2 (Promoted in 2009)

  Promoted to Level II - Senior Technology Analyst* Team Lead for West Region. * TRM (overall health of equipment's SCCM client, McAfee ePO agent, DAT definitions) to prevent threats, * Held weekly status meetings, trained team members on remediation processes, ensured team maintained 98% or greater remediation weekly* Performed yearly site health checks to ensure there were no current outstanding issues* Traveled locally to the Phoenix offices to assist with health checks or to provide support when needed* Maintained 98% level on asset management that included inventory, orderable services, salvage coordination, and repair *Responsible for the creation of Day One instructions for the migration from WinNT to Win XP; from XP to Win7 and again when Aetna purchased CoventryAssociate Technology Analyst:* Successfully supported 600+ user in the Scottsdale office with a team of 3 others.* Provided back up support of Scottsdale and Phoenix , AZ offices* Imaged/re-imaged corporate workstations using SCCM utility Show less

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  Aetna

  May 2013 - Mar 2014

  Sr. Distributed Support Specialist

  * Provided support to the client area management and staff in multiple locations. *Assisted in the coordination and installation of system enhancements, hardware, software, or any system changes that directly affect the clients’ work environment. * Analyzed client issues to determine if they are network issues, malfunctions, security or software issues and worked closely with appropriate department to resolve issue. * Responsible for resolving any desktop, printer and server issues at several local offices. Show less

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  Xerox

  Mar 2014 - Jun 2015

  Sr. IT Desktop Support Technician

  Contracted out to Aetna Healthcare for Desktop Support Services* Successfully supported 500+ users locally and remote or Work At Home (WAH) users* Tech lead/contact for integration of office from Coventry to Aetna at Scottsdale, Arizona* Traveled to several different offices in different states to assist with integration of office from Coventry to Aetna * Coordinate equipment replacements and parts ordering utilizing several different vendors* Set up workstations/phones for new hires. Provided training as needed in technical area* Created users instruction manual for Zero Day transition into the Aetna environment Show less

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  Atos IT Solutions and Services A/S

  Jun 2015 - May 2017

  Sr. Desktop Support Technician

  Contracted out to Aetna Healthcare as Desktop Support Services representative* Provide technical support to 300+ local users and remote users throughout the Country* Coordinate equipment replacements and parts ordering utilizing several different vendors* Set up workstations/phones for new hires. Assist remote users in connection of their newly delivered equipment* Technical on-boarding training of the equipment and team software to all local new hires* Asset control of local office equipment and surrounding remote users in Arizona, California, Denver, Oregon and Utah* Documentation creation to be used as guides to assist customers in differing software applications Show less

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  Self Employed

  Jun 2017 - Feb 2023

  Home Care Provider

  I was the medical caregiver for both of my parents. My father passed in 2020 from Leukemia and then my mother passed in Feb 2023 from heart failure. My position included driving both to doctors appointments, keeping and scheduling doctors’ appointments, cooking meals, cleaning home and any other items that was asked of me.

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  DoorDash

  Mar 2023 - Mar 2025

  Delivery Driver

  On-time delivery of food, equipment, supplies

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  TriWest Healthcare Alliance

  Nov 2024 - now

  IT Customer Support Technician