Jacqueline Robinson
Jacksonville
Summary
Results-driven software support analyst focused on enhancing user experience through effective technical support and network management. Developed documentation and automated routine tasks to streamline processes, ensuring operational continuity. Proficient in active directory administration and prompt issue resolution, contributing to improved service delivery.
Overview
24
24
years of professional experience
Work History
User Support Analyst
ARKANSAS PUBLIC SERVICE COMMISSION
Little Rock
05.2021 - Current
- Provided comprehensive technical support, enhancing user experience across departments.
- Executed network setup, troubleshooting, and maintenance to maintain operational continuity.
- Administered Active Directory and coordinated maintenance of network printers and copiers, ensuring reliable access.
- Responded promptly to escalations, ensuring swift resolution of user issues.
- Developed scripts to automate routine processes, enhancing operational efficiency.
- Implemented data backup strategies and provided guidance on best practices.
- Maintained accurate inventory records of deployed hardware and software products.
- Assisted programmers with PC hardware specifications during software development phases.
SYSTEM ANALYST
ARKANSAS HEALTH DEPARTMENT
11.2019 - 05.2021
- Oversaw operations of file system and server backups, VMWare administration, SQL database administration, FTPS administration, physical server administration, and storage area network environment to ensure system reliability and data integrity.
- Analyzed system requirements to support health department operations.
- Collaborated with stakeholders to identify technology needs and solutions.
- Developed and maintained documentation for software applications and processes.
SOFTWARE SUPPORT ANALYST
DEPARTMENT OF COMMUNITY CORRECTIONS
04.2012 - 11.2019
- Provided technical support for software used in community corrections systems.
- Collaborated with colleagues to troubleshoot software issues efficiently.
- Conducted training sessions for staff on new software features and updates.
- Managed SharePoint administration tasks to ensure effective collaboration and document management. VMWare administration and SQL administration, server backups. FTPS administration, physical server administration and Storage Area Network environment. Active Directory Administration. Coordinated license renewals and implemented security measures to protect network integrity.
ASSISTANT MANAGER
CITITRENDS
03.2011 - 04.2012
USER SUPPORT ANALYST
ARKANSAS REHABILITATION SERVICES
04.2002 - 07.2009
- Provided technical support for user inquiries and system issues.
- Trained staff on software applications and troubleshooting techniques.
- Documented user interactions and system issues in tracking systems.
- Acquired and implemented software and hardware components to enhance user support capabilities.
Education
BA - Business Administration and Computer Information Systems
UNIVERSITY OF ARKANSAS AT LITTLE ROCK
Little Rock, AR12-2000
Skills
- User experience analysis
- SQL database management
- Active Directory management
- Network security
- Data backup strategies
- Software support and installation
- Remote technical support
- Hardware support
- Documentation development
- Ticketing systems
- Asset management
- Team collaboration
- Supervisory experience
- Microsoft applications
- Effective communication
Timeline
User Support Analyst
ARKANSAS PUBLIC SERVICE COMMISSION
05.2021 - Current
SYSTEM ANALYST
ARKANSAS HEALTH DEPARTMENT
11.2019 - 05.2021
SOFTWARE SUPPORT ANALYST
DEPARTMENT OF COMMUNITY CORRECTIONS
04.2012 - 11.2019
ASSISTANT MANAGER
CITITRENDS
03.2011 - 04.2012
USER SUPPORT ANALYST
ARKANSAS REHABILITATION SERVICES
04.2002 - 07.2009
BA - Business Administration and Computer Information Systems
UNIVERSITY OF ARKANSAS AT LITTLE ROCK