Alexander Jackson

Hewlett Packard - Wells Fargo, Charlotte NC

• Provided level 2 IT Support across the Southeastern US for Wells Fargo, utilizing ServiceNow for incident management and ensuring meticulous documentation for each ticket and problem.
• Supported the Wells Fargo Trading Floor / CIB Windows 11 migration, partnering directly with traders, investment bankers and executives to ensure seamless workstation cutovers in a high-pressure, time-sensitive environment.
• Shadowed Wells Fargo Public Cloud Operations for 8 months, gaining exposure to Azure landing zone architecture, Terraform infrastructure deployments, CI/CD workflows, and subscription governance across production and non-production environments.
• Gained exposure to GitHub-based infrastructure change management workflows, including pull request approvals, branching strategies, and CI/CD pipelines supporting Terraform deployments.
• Troubleshot enterprise identity, networking, and compliance issues in an Azure AD / Intune managed environment, analyzing device configuration, encryption compliance, and authentication workflows.
• Developed PowerShell automation to export and restore user profiles during Windows 11 migrations, reducing workstation rebuild time from ~40 minutes to ~5 minutes and improving migration efficiency across trading floor deployments.
• Troubleshot Windows 11 user and device issues by analyzing Intune user/device logs and identifying policy, compliance, and configuration errors.
• Investigated configuration and compliance failures using Intune device logs, event telemetry, and system diagnostics to identify root causes and restore operational reliability.
• Diagnosed complex enterprise workstation and infrastructure issues involving authentication flows, VPN connectivity, policy enforcement, and endpoint compliance within an Azure AD and Intune-managed environment.
• Collaborated with senior engineering teams to document remediations, root causes, and configuration fixes, expanding the enterprise incident knowledge base and improving operational reliability.

Acts Life Retirement, Matthews NC

• Delivered desktop, printer, mobile device, and AV support across a multi-facility environment, ensuring reliable daily operations for staff and residents.
• Utilized Salesforce to manage work orders, track resolutions, and provide user training that improved digital literacy and reduced recurring issues.

Securetel LLC, Mooresville NC

• Resolved network connectivity issues and replaced point-of-sale systems for retail and grocery stores statewide.
• Diagnosed issues with network devices and security systems, collaborating with vendor support teams to resolve hardware failures and configuration problems.