Allison Jones
Augusta,GA
Summary
Highly adept help desk technician with six years experience in customer service, three years experience in information technology, and three years of maintenance experience. Offering skills in technical support, software troubleshooting, and installation. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
6
6
years of professional experience
Work History
Help Desk Technician
Iron Bow Technologies, Inc.
09.2022 - Current
- Provide technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions
- Acted as second-tier technical resource for helpdesk and assisted with answering technical questions
- Experience with MDM solutions, productivity suites, chat and video conferencing hardware/software, and identity providers.
Help Desk Technician
Concentrix
06.2020 - 09.2022
- Promoted to Senior Advisor to improve integrating processes by managing enterprise analysis tool acquisition for assisting clients in translating infrastructure information into meaningful data
- Slashed risk of password vulnerability by 40% by using system updates and educating 500+ clients on password security best practices
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Guest Services Representative
Crowne Plaza Hotel
11.2019 - 03.2020
- Reviewed hotel policies, accommodations, services, and amenities
- Implemented daily transactions and budget deposits; computed bills and received payments
- Trained newly hired front desk associates.
Guest Services Representative
Crowne Plaza Hotel
01.2019 - 06.2019
- Reviewed hotel policies, accommodations, services, and amenities
- Implemented daily transactions and budget deposits; computed bills and received payments
- Trained newly hired front desk associates.
Education
Master of Music, Vocal Performance -
East Carolina University
Greenville, NC05.2008
Bachelor of Music, Vocal Performance - undefined
Columbus State University
Columbus, GA12.2005
Skills
- Ticket management
- Network Infrastructure Monitoring
- Support Ticket System Management
- Technical Support Triage
- Remote System Analysis
- Issue Resolution
- Technical Documentation
- Application Support
- Product Infrastructure Support
Timeline
Help Desk Technician
Iron Bow Technologies, Inc.
09.2022 - Current
Help Desk Technician
Concentrix
06.2020 - 09.2022
Guest Services Representative
Crowne Plaza Hotel
11.2019 - 03.2020
Guest Services Representative
Crowne Plaza Hotel
01.2019 - 06.2019
Master of Music, Vocal Performance -
East Carolina University
Bachelor of Music, Vocal Performance - undefined
Columbus State University
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