I’m Terry R. Jackson,

Clinical Software Support Specialist at Kaiser.

Terry Brings People and Technology Together 

About Terry
The Professional

Let’s face it, whenever we get a new gadget or appliance we usually skip the owner’s manual.  When a problem occurs, the first thing we usually do is contact technical support for assistance.  Fortunately, people recognize the value of a great technical support professional like myself.  After all, everyone needs a little technical assistance at some point.  Having a brilliant technical support professional is not just good business practice, it’s a genuine reflection of your company’s values and the people standing behind them.

 

I am a Professional Technical Support Specialist and Technical Trainer operating within Southern California, I specialize in supporting hardware and software applications.  As a Master of Support, I stay up-to-date on the latest technical trends, technology news and industry developments.  While my 25 years of technical support experience is extensive, my famous human approach to technical issues have made me not only successful but sought-after as well.  I bring value to a technical support team, and I’m also an ally to every customer I communicate with.  I break down the nuts-and-bolts of technical issues to reveal the simplicity of technical solutions.

 

At present, I am a Clinical Software Support Specialist for an innovative software company called Asolva.  I am also the founder of eXcite Support, a small technical support firm created to help nonprofit organizations with technical issues.  I’ve studied at Chaffey College and the Computer Education Institute.  I’ve worked in the video conferencing industry as a Technical Support Specialist for over 10 years.  I’ve also worked in the telecommunications industry as a Senior Technical Support Specialist for the past 15 years.  I can provide technical support for almost any product, service or software application.  In my free time I enjoy freelance IT consulting.

 

In a nutshell, I’m an experienced individual gifted in helping everyday people resolve technical issues.  If you are interested in hiring me for a speaking engagement, technical freelance work or IT consulting.  Please send me an email or call my toll free eXcite Support number at 888-515-7149.

Terry’s 
Knowledge Poll

Telephone Support0

Onsite Support0

Live Chat Support0

Ticket Support0

Remote Support0

E-mail Support0

Terry’s
Testimonials

Terry helps customers harness the power of technology.

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Terry’s
Support Categories

  • Customer Support Specialist
  • Application Support Analyst
  • Technical Support Analyst
  • Help Desk Application Support
  • IT User Support Specialist
  • GEOINT Technical Support
  • Technical Support Specialist
  • Support Analyst

Terry’s
Skills & Expertise

  • Installation: All kinds of hardware, windows, software, applications and antivirus
  • Troubleshooting: Failure identification, desktop/laptop/printer break/fix, servers and workstations management
  • Operating Systems: All Windows operating systems
  • Computer Networks: LAN/WAN/VPN, WiFi, cabling, cloud management

Terry Is
Skilled In These Services 
  • Crowdsourced Technical Support

  • Managed Services

  • Outsourced Technical Support

  • Block Hour Technical Support

  • Self Help Technical Support

 Terry’s Tech Tips
3 Successful Support Tips
Learn to Listen
First Tip

Learn to Listen

Practice Clear Communication
Second Tip

Practice Clear Communication

Invest In Great People
Third Tip
Invest In Great People

Terry’s Experience

Kaiser Permanente,
Oct 2015 – Present

Kaiser develops antibiotic resistance software for the healthcare industry.  As a Clinical Software Support Specialist, my primary responsibility is to provide excellent technical support in a timely manner via multiple communication channels – phone/email/ticket system/chat etc.  I troubleshoot and resolve 90% of technical issues that Kaiser users experience with our software applications, I refer the 10% of critical issues and bugs to the development team for improvements.  I work closely with our development team to reproduce customer issues and to test new software builds, releases, and improvements.  I also work with the technology departments of several healthcare organizations to resolve engineering issues which affect Kaiser software applications and servers.

DynaMetric, Inc.
 Nov 2000 – Sep 2015

DynaMetric manufactures telephone recording hardware and software. Provided tier 3 technical support on all DynaMetric recording products and supplied software from the point of installation, basic use, or to the level of service appropriate for the customer’s warranty. Cut incident callback rate by 15%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions to hardware and software issues. Helped the company attain the highest customer service ratings (as determined by external auditors), earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

Mlabs, Inc. 
Sep 1996 – Nov 2000

Mlabs manufactures revolutionary multi-point video conferencing software.  Managed a high-volume workload within a 24-hour deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).  Responsible for troubleshooting video and audio issues, configuring updates, workarounds, and recommending third party resolutions to customers until their issues were resolved.  Partnered with engineering peers in India and Malaysia to resolve complex software issues that required escalation.

Clear Essence Cosmetics USA
 Jan 1993 – Sep 1996

Clear Essence Cosmetics manufactures a proud line of skin care products for people of color. I was responsible for Internet technical support, where I determined customer problems, solved customer payment problems and assisted customers with the company’s website and online ordering. I also settled disputes regarding client-billing issues, order status, check and credit card
processing.

Always happy to discuss new projects and opportunities.