Nichole Jackson

Experience

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  Manpower

  May 2006 - Sept 2006

  Alltel Customer Service Technical Support

  • Customer Service Technical Support Representative that provided quality customer service and technical support to customers with Alltel equipment and services• Provided sales assistance to customers regarding products and services offered by Alltel• Assisted Alltel customers with billing questions

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  Flextronics

  Oct 2006 - Dec 2008

  Verizon Customer Service Technical Support

  • Customer Service Technical Support Representative that provided quality customer service and technical support to customers with Verizon equipment and services• Assisted in taking inventory for the store• Provided sales assistance to customers regarding products and services offered by Verizon• Assisted with the training of new employees

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  3M Electronic Monitoring Ltd.

  Feb 2009 - Feb 2015

  Customer Service Agent/Assistant Team Lead/Assistant Help Desk Coordinator/Trainer

  • Customer Service Agent providing quality customer service to officers which entails troubleshooting issues with the officers as well as answering questions they may have regarding equipment and software• Monitor offender alarms while following the various protocols set in place regarding handling those alarms• Assisted the Help Desk Coordinator with calls, forms, and record maintenance• Acted as Assistant Team Lead for the Evening Shift - managing nightly work flow, resolving issues such as outages, and answering employee questions • Acted as a point of contact regarding protocols, policies, and equipment• Assisted with the training of new employees through nesting• Assisted as Help Desk support during the integration of our sister company• Assisted users with password resets for the servers, accessed the active directory to assign user groups, and create profiles for employees on the servers• Created training manuals and PowerPoint presentations to assist in training that my co-workers in the new programs acquired during the integration of our sister company that they still utilize• Learned HTML and CSS to create web based applications to be integrated into our current system for the agents to use to assist with efficiency and minimize errors• Created call flow charts for agents to use when dealing with various contract protocols and procedures• Promoted to trainer at the secondary remote office that was opened in 2013 Show less

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  CGS (Computer Generated Solutions)

  Nov 2014 - Feb 2015

  Customer Service Agent/Tier 1 Technical Support

  • Customer Service Agent providing quality customer service technical support to Honeywell employees• Provided Tier 1 technical support to Honeywell employees having issues with their Dell computers• Remoted into employee computers to map drives, assist with installs of programs such as Project, Visio, etc.• Assisted employees with troubleshooting issues with VPN using Cisco AnyConnect, Outlook, Microsoft Office programs, and Lync• Utilized DOS in employee computers for various issues such as finding computer ip, computer hostname, ping ip, flush the dns, etc.• Utilized msconfig to adjust start up programs• Ran computer diagnostics and utilized the advanced boot options to try to assist employees having issues with windows booting up, possible hardware malfunctions, or possible virus infestations Show less

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  Insight Global

  Dec 2014 - Feb 2015

  Help Desk Associate for Bloomin' Brands

  Contract position with Bloomin' Brands as a Help Desk Associate that became a permanent position.• Customer Service Agent providing quality customer service technical support to Bloomin’ Brands employees• Utilized Bomgar to remote into restaurant computers and terminals to assist with various issues• Assisted with troubleshooting office printer issues, prep printer issues, terminals not functioning• Assisted with password resets in active directory, BBI connect, and BBI University• Assisted with operational issues such as inventory issues; issues with check, server checkout issues, job and check team issues, and DSR issues Show less

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  Bloomin' Brands, Inc.

  Feb 2015 - Mar 2016

  Help Desk Associate I Information Technology

  • Customer Service Agent providing quality customer service technical support to Bloomin’ Brands employees• Utilized Bomgar to remote into restaurant computers and terminals to assist with various issues• Assisted with troubleshooting office printer issues, prep printer issues, terminals not functioning• Assisted with password resets in active directory, BBI connect, and BBI University• Assisted with operational issues such as inventory issues; issues with check, server checkout issues, job and check team issues, and DSR issues• Assisted users with RSA tokens and connecting via remote access/VPN Show less

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  Vinson Law LLC

  Feb 2016 - Apr 2016

  Legal Intern

  • Legal intern responsible for: answering office phones; writing checks for expenses; inputting client information into Clio; typing up letters of authority, requests for balance reductions, and interrogatories; managing lawyer calendars

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  NSource Solutions, LLC

  Apr 2016 - Jan 2018

  Help Desk Analyst for DLA Piper

  • Help Desk Analyst assisting DLA Piper Law Firm employees• Assisted with formatting in 2010 version of word, powerpoint, and excel• Assisted users with formatting with Legal MacPac plugin for Word 2010• Assisted users with Outlook 2010 (setting up delegate access, setting out of office replies, mail rules, etc.)• Assisted with remote access via citrix and cisco anyconnect vpn• Assisted users with HID 2 factor authentication issues when trying to connect remotely• Utilized and assisted users with Document Management System (DMS, Worksite, Filesite, Desksite)• Reset AD passwords and manipulated user groups through Active Roles Server• Mapped network drives for users• Assisted with installation of software on and adding printers to user’s PCs• Utilized windows remote assistance and logmein rescue to remote into user’s PCs for troubleshooting• Assisted users with Kronos Time Keeper Show less

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  NSource

  Jan 2018 - Apr 2019

  Senior Service Desk Analyst and Trainer

  • Senior Service Desk Analyst supporting two law firms (Freeborn & Peters and Seyfarth Shaw)• Created multiple How To documents for use by coworkers and users• Trained all new employees• Created new documentation for and maintained the knowledgebase• In charge of hiring all new employees • First point of contact for all escalations to other teams

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  Saddle Creek Logistics Services

  Apr 2019 - Oct 2021

  Associate Analyst, Service Desk

  • TRC Service Desk Analyst supporting Saddle Creek Logistics associates and vendors; troubleshooting software and hardware issues• Imaged new pcs and Reimaged existing pcs• Created users in Active Directory• Updated user info first in shortel and then in mitel director• Created user mailboxes using powershell• Licensed user mailboxes in Office 365• Assisted users with Okta; resetting passwords and multifactor• Created frequently asked questions and how to guide for HR representatives regarding Okta• Manage Engine Superuser; updating users and groups in manage engine, creating and updating self-service forms, reply templates, and updating user groups• Was a member of and temporarily headed the self-service portal project• Created a smartsheet for inventory tracking purposes and started scanning in all received equipment and who it was distributed out to before asset tiger implementation• Created and updated distribution lists in active directory• Created shared mailboxes• Started weekly meetings with network and server team for ticket review to increase efficiency and standardization• Released quarantined messages from forcepoint• Updated scanner properties via web portal for ricoh and kinolta printers• Ordered equipment and software subscriptions through CDW• Adjusted network cables on the switch to activate ports in the office• Wrote powershell scripts to interact with O365 and AD Show less

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  Tops Software of Florida, LLC

  Oct 2021 - May 2022

  Customer Support Specialist

  • Software support for Topssoft proprietary legacy program for HOA management• Assisted customers with technical issues regarding the Topssoft Pro program• Assisted with installing the software on new pcs• Assisted user with some accounting issues with regards to owners, vendors, AP and AR issues• In charge of the digital signature process for Tops Pro Software and the creation of all Tops Pro digital signatures

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  The Bowen Group

  Oct 2021 - now

  Help Desk Specialist

  • Technical support for Military Onesource website• Assisted active military, retired military, spouses, and dependents with issues regarding the website• Reset user passwords• Setup user access to programs such as BOSS and MySeco• Obtained and maintained secret clearance in compliance with guidelines for civilian contractors working with DOD systems

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  HBR Consulting

  Apr 2022 - now

  Help Desk Analyst II & Applications Trainer

  • On Site technical support for Phelps & Dunbar Law offices• Trained lawyers and legal staff on how to use the applications such as imanage, chromeriver, office, intune• Utilized Service Now for asset management and ticketing• Assisted users with setting up and troubleshooting intune on mobile devices and tablets• Responsible for maintaining site inventory including ordering equipment• Imaged and deployed user laptops and desktops• Assisted with office wide equipment refresh• Assisted users with VDI issues and VPN connectivity• Assisted users with hardware, software, and connectivity issue• Utilized Active Directory to reset user passwords and add/remove users from AD groups Show less