Roberto Jackson has over 20 years of experience in technical support, system and network administration. He has held roles such as Senior Technical Support Analyst, LAN Administrator, Systems and Network Engineer, and Support Technician. His skills include Windows, Microsoft Office, Exchange Server, Active Directory, and hardware/software installation. He enjoys coaching youth sports in his free time.

1. RROBERTOBERT JJACKSONACKSON
 303.471.6012  jacksawat@comcast.net
TECHNICAL SUPPORT  SYSTEM/NETWORK ADMINISTRATOR
GENERAL MANAGEMENT  TEAM BUILDING AND LEADERSHIP  NETWORK/ SYSTEM ADMINISTRATION  FIRST CLASS
CUSTOMER SERVICE  HARDWARE AND SOFTWARE INSTALLATION  TECHNICAL SUPPORT EXPERTISE  PERSONNEL
TRAINING AND DEVELOPMENT  SERVER MAINTENANCE  BACKUP FOR IT MANAGER
PROFILE
Highly qualified, high energy, results-driven, enthusiastic professional with over 20 years experience in Help
Desk / Technical Support and Network/System Administration. Multi-tasker with exemplary work ethic with
strength in learning new products quickly. All experience has been from on the job training and learning on my
own. Able to prioritize work and recognized for working under pressure, meeting tight schedules, and exceeding
client expectations. Well known for resolving problems in a timely manner.
PROFESSIONAL EXPERIENCE
Sr. Technical Support Analyst
ADA Environmental Solutions  Highlands Ranch CO Dec 2011- Feb 2015
 Provide technical support through work orders from Spiceworks for users on laptops and desktops in
person, by phone or using GOTO Assist.
 Configured/reconfigured Surface Pro, Dell and Toshiba laptops/desktops for new and current users.
 Installed Microsoft Office products, Adobe, AutoCAD, Rockwell and other software as needed.
 Setup and supported IPads for executives and board members.
 Used Active Directory to setup new user accounts, unlock/reset passwords, add/change permissions to
share drives. Set up networked printers and copiers on users’ machines as well as personal printers.
 Setup extensions on IP phones.
 Setup and provided support for IPhones and other mobile devices.
 Provided support for Polycom desktop phones.
 Performed other network administrator duties as necessary.
 Kept inventory of hardware and licenses.
 Communicated with vendors on licensing, ordering and warranty support issues.
LAN Administrator II
CSG Systems  Englewood CO Jan 2007-May 2011
 Provided technical support from work orders on Front Range IT Service Management to local and
remote users personally, by phone, through communicator desktop sharing or XP remote assistance.
 Set up networked printers and copiers on users’ machines as well as personal printers.
 Setup new desktops and laptops by utilizing WDS Server Image available on the network; ran Windows
updates monthly on Windows server 2000 - 2008.
 Installed necessary software; served as the primary Motorola Q and Windows Mobile device support;
and worked as secondary support for Blackberry.
 Handled backups and the deployment of tapes once a month to Iron Mountain.
Accomplishments:
ü Set up and configured Safeboot on all laptop users in Denver and remote users within a given
timeframe.
ü Upgraded users to Windows 7 and set up XP mode for users who use non-compatible applications
for Windows 7.
Wintel Server Support
General Dynamics through CSC  Englewood CO Oct 2006-Dec 2006
 Checked tape backups daily to ensure that they ran properly for local and remote sites.
 Collaborated with all sites to guarantee that tape backups were being sent offsite to Iron Mountain while
following GD policy.
 Trained and developed users on the secure sync website for scheduling pickups and returns from Iron
Mountain.
 Rebuilt servers and aided users with Exchange and Outlook e-mail problems.
Support Technician
Wellbridge through PCN  Greenwood Village CO Jun 2006-Sep 2006
 Tendered technical support to clients using SMS and TightVNC.
 Installed and upgraded desktop and laptop computer hardware and software.
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2. RROBERTOBERT JJACKSONACKSON
 303.471.6012  jacksawat@comcast.net
 Performed network administration in an Enterprise environment on Server 2003 servers.
 Diagnosed hardware and software problems, and maintained inventory of equipment and supplies.
 Supervised work orders using Track It; utilized Altiris RapiDeploy to image computers; and served as
systems administrator for Inter-Tele phone system.
Accomplishments:
ü Racked servers in data center that came from Minnesota.
Systems and Network Engineer
Promise Keepers  Denver CO May 1999-Aug 2005
 Assisted in design infrastructure and implemented technology to support users at corporate
headquarters as well as multiple remote locations.
 Performed network administration on NT servers and on Server 2000 - 2003.
 Handled the addition, deletion and changes of user names, as well as the provision of permissions to
share drives, email addresses, dial in permissions, mailbox storage limit and other permissions.
 Processed nightly backups of share drives, dynamic server and exchange mailboxes using backup exec;
restored files that are accidentally deleted or have been corrupted.
 Monitored help desk email and phone service requests; created work orders for service requests;
upgraded desktop and laptop computer hardware and software.
 Installed dial up and VPN for remote users for them to be able to connect to corporate headquarters;
installed MacAfee virus protection on all computers and servers.
 Performed windows updates and ordered replacement of computer parts under warranty as well as
maintenance kits.
 Administered the AT&T Definity G3 phone system; scheduled automated messages to run on holidays,
special occasions and off hours for the main phone number and customer service phone number.
Accomplishments:
ü Assisted in the migration of Exchange mailboxes from Exchange 5 to Exchange 2000 server.
ü Successfully completed the POS project, completing the installation of Windows XP on 40 POS
registers, and installation of Server 2003 on 4 desktop computers to be used as servers.
ü Implemented wireless technology with as many as 6 different wireless locations.
ü Directed and supervised a team of 4-6 people for technical support and setup of radios, phones,
printers, fax machines, computers, POS systems and POS servers at conferences around the
country.
ü Programmed and acquired FCC license each year for handheld Motorola GP 300 radios for use at
conferences.
EDUCATION
New Horizons Computer Learning Center, Englewood, CO
2001 Supporting Windows 2000, Upgrading Exchange 5.5 to 2000
1998 Networking Essentials, TCP/IP, Internet Information Server, NT 4.0 Server, Workstation and Enterprise
TECHNICAL SKILLS
Operating Systems Windows: 95 – 8.1  N.T. 3.5 - 4.0 Workstation and Server  Server 2000 -2008
Software
Microsoft Office 95 - 2013  Microsoft Exchange Server 5 - 2010  Lotus Notes  WDS 
SCCM  Rockwell  AutoCAD  Dynamics  Project  Safeboot  Raptor Firewall  Adobe 
Ghost  Track It!  Altiris RapiDeploy  Blackberry Server  VERITAS Backup Exec 10.1 
Arcserve Backup  McAfee and Symantec Antivirus  ICVerify, and Infotouch
Hardware
Microsoft Surface Pro  Dell, Compaq and HP servers, desktops, and laptops  Toshiba
Laptops  IBM Thinkpads  Apple desktops, laptops, I-pads and I-phones  Blackberry 
Droid
ACTIVITIES
Play basketball, flag football and softball
Coach Youth Basketball: Valor 2008 – 2013; Denver Christian Middle School 2011 – 2013;
Cherry Hills Christian Middle School 2013 – 2014, 2015 – 2016.
Organize men’s and co-ed softball teams for 25+ years
Coached son’s baseball team in 2007 and 2009
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