1. ROCHELLE L. JACKSON
4817BlossomCt. Wauk e g an, Illinois 60087 Cell: 2 2 4 -4 3 0 -6 1 1 0 ro c h2 4 @c o mc as t.ne t
Professional Summary
Significant experience providing help desk support of IT services including customer service,
triage, trouble-shooting, etc. Support includes requests related to mobile devices, desktop
support, software installation, networking, application support, etc. Expertise in diagnosing
application software versus hardware issues, and providing the appropriate technical support via
email, phone and hands-on for local and remote users.
Exceptional customer service and communication skills, with the ability to translate technical
terms into non-technical language. Possess a solid understanding of the installation and setup of
Windows-based applications. Skilled in the Use of browser and network utilities, in identifying
and correcting memory issues, resetting network and internet passwords and internet proxy
configurations. Comfortable working in fast-paced, quickly-changing environments.
Employment History
CW Help Desk Level 1-A, 7/2014 - Present
Collabra (Contracted by Abbott Laboratories) - Abbott Park, IL
 Provide resolution to IT support requests for Tier 1-level problems.
 Research, manage, and provide solutions to complex problems utilizing internal and
external resources.
 Provide technical support (hardware troubleshooting and standard software installation)
via email, phone and hands-on for local and remote users.
 Serve as an expert and department resource for the more complex problems.
 Install and configure software such as PcAnywhere for remote access to other locations.
 Administers the mail exchange server for local and MS Outlook email, and MS Cloud.
 Maintains current users’ accounts through MS Active Directory.
 Manage mail exchange server settings and access to exchange accounts using various
methods, including smartphone, laptop, tablet, and VPN connections for remote users.
 Troubleshoot problems that occur with software applications, hardware issues, local and
internet email.
 Install and maintain the address lists for outside contacts at all locations.
 Analyze network error messages to determine issues and course of action.
 Provide support tracking documentation of ITSM system.
 Add personal and network drives
 Map Local and network printers.
 Assist with McAfee Recovery.
 Recreate Outlook Profiles.
 Provide Virtual Desktop/Citrix support.

2. Help Desk Analyst, 05/2006 to 09/2013
American Imaging Management – Chicago, IL
 First-level contact and administrator for all web related issues.
 Managed provider database.
 Responsible for outgoing communications to health care providers and Account
Executives and all activities related to those clients.
 Processed on-line physician approval.
 Perform provider portal integration testing.
 Responsible for maintaining the request application & tracking requests for IS&T.
 Received calls/e-mail/voicemail/faxes direct from end user and create tickets.
 Trained and transitioned 1st level web help desk employees.
 Participated in weekly web portal & Optinet meetings.
 Performed Provider Portal, Imasis, & Optinet integration testing to verify issues.
 Worked closely with QA department to facilitate issue documentation &
escalation protocol.
 Addressed and resolved any WHD employee questions, complaints, and concerns.
 Managed call flow and responded to technical support needs of customers.
 Followed up with clients to ensure optimal customer satisfaction.
 Conducted research to address customer concerns.
 Remained up-to-date on the latest technologies and solutions applicable to
company products.
 Activated accounts for clients interested in new services.
 Document all client contact in call tracking system.
Web Help Desk, 10/2004 to 05/2006
American Imaging Management – Northbrook, IL.
 Administered and handle incoming internet customer service emails and calls.
 Route incoming issues to appropriate personnel and department.
 Respond back to the original customer to ensure that all web requests and issues
are taken care of.
 Identified and solved technical issues with a variety of diagnostic tools.
 Demonstrated professionalism and courtesy with customers at all times.
 Provided base level IT support to non-technical personnel within the business.
Lead Developmental Training Instructor, 07/1999 to 10/2004
North Pointe Resources, Inc. – Zion, IL.
 Responsible for planning, coordinating and executing individual holistic
programs for disabled clientele.
 Developed and implemented individual client service and treatment plans.
 Developed goal-oriented educational and physical activity therapy groups.
 Oversee daily data collection; compile and distribute monthly results.
 Maintained client files in accordance with state and federal regulations.
 Supervise, train and orient new department staff.
 Respond to all medical and behavior emergencies.
 Crisis intervention.