Clinton Jackson
Wilmington
Summary
Reliable and service-oriented professional with extensive experience in customer support, operations, and safety-focused environments. Proven record of responsibility, punctuality, and clear communication while working with diverse populations. After a long and successful career in Information Technology, I am intentionally seeking a career change and am fully willing to step away from IT to pursue a stable, community-focused role within the School District of Philadelphia. I bring strong situational awareness, patience, and a commitment to student safety, professionalism, and teamwork.
Overview
32
32
years of professional experience
Work History
Technical Support Specialist (Desktop Support)
AmeriHealth Caritas
Newtown Square
08.2018 - 11.2024
- Supported daily desktop operations, including the setup, relocation, and removal of workstations and peripherals.
- Provided walk-in, appointment-based, and escalated technical support for mobile devices, software, hardware, and computer accessories.
- Managed IT Service Desk operations by monitoring and prioritizing ticket queues to ensure timely and courteous resolution of end-user issues.
- Delivered onsite and remote support for Windows and Mac systems and supported video conferencing and training events as needed.
Incident Management
AmeriHealth Caritas
Philadephia
03.2011 - 08.2018
- Responded quickly to restore critical services and minimize operational impact.
- Escalated unresolved incidents to Tier 2 support teams with accurate documentation and prioritization.
- Maintained clear and consistent communication with users regarding incident status and resolution timelines.
- Conducted initial investigation and diagnosis of major incidents, ensuring comprehensive documentation within the ticketing system.
Service Desk Analyst
Keystone Mercy Health Plan
Philadelphia
01.2009 - 03.2011
- Provided frontline support for approved hardware and software systems with thorough issue documentation.
- Administered user accounts and access for systems including IMAX, SIR, InfoView, and Facets for new hires, transfers, and terminations.
- Collaborated with engineers and application teams to resolve customer issues while maintaining high service standards.
Member Service Representative
Keystone Mercy Health Plan
Philadelphia
04.2005 - 01.2009
- Managed a high-volume workload while consistently meeting performance metrics for accuracy, speed, and quality.
- Assisted policyholders and providers by interpreting policy provisions and resolving inquiries, grievances, and appeals of routine to moderate complexity.
- Assisted members with healthcare inquiries and service requests.
- Educated members about plan benefits and coverage options.
- Resolved member issues with empathy and professionalism.
Call Center Representative
Upland Mortgage
Philadelphia
01.2004 - 04.2005
- Handled inbound and outbound customer calls using an ACD system to gather information for pre-qualification processes.
- Conducted follow-up calls, routed inquiries to appropriate departments, and assisted with training new team members.
- Assisted customers with loan applications and documentation requirements.
- Provided exceptional customer service to clients in mortgage inquiries.
Service Support Representative / Facilities Assistant
CSC LegalGard Solutions
Philadelphia
01.1993 - 12.2003
- Served as a liaison between clerical staff, account managers, and paralegals to support daily operations.
- Managed procurement of equipment and office supplies while maintaining inventory control.
- Maintained centralized filing systems, records retention schedules, and archives in compliance with organizational requirements.
Education
Some College (No Degree) -
Community College of Philadelphia
Philadelphia, PADiploma -
John Bartram High School
Philadelphia, PASkills
- Strong sense of responsibility
- Punctuality
- Clear communication
- Customer service
- Attention to detail
- Situational awareness
- Calm under pressure
- Patience
- Ability to follow safety procedures
- Experience working with diverse populations
Timeline
Technical Support Specialist (Desktop Support)
AmeriHealth Caritas
08.2018 - 11.2024
Incident Management
AmeriHealth Caritas
03.2011 - 08.2018
Service Desk Analyst
Keystone Mercy Health Plan
01.2009 - 03.2011
Member Service Representative
Keystone Mercy Health Plan
04.2005 - 01.2009
Call Center Representative
Upland Mortgage
01.2004 - 04.2005
Service Support Representative / Facilities Assistant
CSC LegalGard Solutions
01.1993 - 12.2003
Some College (No Degree) -
Community College of Philadelphia
Diploma -
John Bartram High School