Aneesha Jones
Baltimore,MD
Summary
Led IT support initiatives to optimize technical operations and ensure quality service delivery. Managed hardware and software configurations while overseeing diagnostics and maintenance to uphold data security and business continuity. Fostered a collaborative team environment to drive project success and improve customer service outcomes.
Overview
13
13
years of professional experience
Work History
Site Support Specialist (Enterprise Solutions)
Under Armour Headquarters
Baltimore, MD
09.2024 - Current
- Technical Support to global headquarters, 280,000-square-foot building, with 1,500 employees who use PC and Mac devices.
- Customer-driven to assist with various setup & troubleshooting issues and questions at the helpdesk walkup.
- Escalate tickets in Service now to third parties when needed.
- Assist with deployment and receive returned inventory via Azure, Service Now, JAMF pro and Absolute.
- Imaging Mac & PC laptops for future deployment.
- Assisted with issues within SAP, SAP Analysis, Bloomberg, Pharos, BitLocker, Zscaler, Outlook, WebEx, Airlock codes, VPN, Teams, iPhone, Mac and Office 365.
- Remedy service request for software downloads, Windows updates, Mac updates and password account management.
- Provided decision-making regarding IT operations to best service our client and stakeholders.
Site Support Specialist (Enterprise Solutions)
HCL Solutions (Vendor Pass)
Baltimore, MD
03.2024 - 08.2024
- Technical Support to global headquarters, 280,000-square-foot building, with 1,500 employees who use PC and Mac devices.
- Customer-driven to assist with various setup & troubleshooting issues and questions at the helpdesk walkup.
- Escalate tickets in Service now to third parties when needed.
- Assist with deployment and receive returned inventory via Azure, Service Now, JAMF pro and Absolute.
- Imaging Mac & PC laptops for future deployment.
- Assisted with issues within SAP, SAP Analysis, Bloomberg, Pharos, BitLocker, Zscaler, Outlook, WebEx, Airlock codes, VPN, Teams, iPhone, Mac and Office 365.
- Remedy service request for software downloads, Windows updates, Mac updates and password account management.
- Provided decision-making regarding IT operations to best service our client and stakeholders.
Seasonal Team Coach
Samaritan’s Purse
Edgemere, MD
11.2023 - 12.2023
- Operation Christmas Child is among Samaritan’s Purse’s international outreaches, sharing the Gospel with two million needy children.
- Assisted ministry by training and coaching volunteers with gift shoe box procedures for best quality and effectiveness.
- Created an atmosphere of motivation for volunteers to experience the joy of outreach.
- Monitor assigned volunteer station for troubleshooting scanner issues and corrections with shoe box packing mistakes with love and compassion.
- Assisted volunteer stations with refills of supplies needed to complete shoe box packing.
- Refilled boxes as needed and cleaned stations periodically.
- Other duties as assigned.
IT Equipment Coordinator
BW12
Baltimore, MD
10.2020 - 06.2023
- Continued aid supply chain operation in a high-volume, fast-paced 1M square-foot location, with 3,500+ employees.
- Process critical IT decisions regarding delegation of tickets and prioritize tickets according to priority.
- Assist IT Support Technician in trouble ticket metrics and streamlined many IT projects and trained associates and technicians as needed for successful project completion.
- Customer-driven to respond to and document various trouble tickets in a queue. Go to various departments to resolve or escalate issues.
- Responsible for moving, transferring assets, inventory, and liquidating assets within the IT Hub to various departments and other Amazon facilities.
- Assist walk-in clients with peripheral diagnostic and creating a ticket to track analysis of their equipment turned in if we can’t resolve the issue immediately.
- Open fix and install various devices including laptops, printers, monitors, scanners, Thin Clients, Thick Clients, handheld terminals, and Weight Scales.
- Re-imaging thin Clients, thick Clients, Scanners, Laptops, and other Equipment alike.
- Update Peripherals with Microsoft, Linux, Ubuntu, and Zebra products when necessary.
- Assisted clients with updating /troubleshooting corrupted files in Windows 10/11.
- Assisted clients with troubleshooting and remedying BitLocker issues via Group Policy to manage BitLocker settings.
- Onboarded clients with usage of Cisco VPN in person or virtually with any issues with the software. Continually learning new technologies.
Fulfillment Center Associate
Amazon Fulfillment Warehouse (BW12)
Baltimore, MD
10.2018 - 10.2020
- Aid supply chain operations in a high-volume, fast-paced 1M square-foot location, with 3,500+ employees.
- Complete and load 10,000+ shipments per shift into multiple trailers, promoting timely delivery to U.S. customers.
- Meet Critical Pull schedule and hourly rates (170 scans per hour, 1,000 inducts per hour), loading into the sorter.
- Inspect damaged or missing labels and reported issues as needed.
- Change Zebra printer labels and troubleshoot zebra printing issues before adding a help desk ticket.
- Process and place packages and items into assigned bins, while fulfilling rigorous performance standards.
- Report and escalate issues with malfunctioning machinery to the Problem Solve Unit.
- Regarded highly by peers and supervisors for superior work ethic, often receiving verbal praise for a role within the Trans-Shipping department.
- Promoted to Learning Ambassador, responsible for training new hires. Assisted & mentored to succeed expectations in their job duties.
Contractual Driver
Amazon Flex
Halethorpe, MD
06.2018 - 09.2019
- Executed efficient, safe, and on-time deliveries to residential and commercial customers.
- Protected items and prevented damage by scanning, loading, and securing packages.
- Reviewed and verified all deliveries under shipping instructions, promoting accuracy.
- Communicated proactively with customers and support teams when managing undeliverable packages.
- Validated package arrival by capturing and submitting images of delivered items, mitigating potential losses, and reinforcing communication.
Administrative Support Tech II
Howard County Department of Finance, Tax Customer Service
Ellicott City, MD
07.2012 - 05.2018
- Delivered telephonic and in-person customer service, addressing complex tax, finance, and accounting matters with homeowners, title companies, mortgage companies, business owners, tax services, and state agencies.
- Researched and electronically processed various transactions, including refunds for overpayments and escrow payments. Examined, vetted, authorized business licenses and tax clearance certificates.
- Completed accounts, payable transfers, refunds, and reversals, correcting posting errors and account statuses.
- Administered multiple processes for related services, such as parking and civil citations, including court notices.
- Prepared official responses to Liquor Board licensing and applications, and updated information across accounts.
- Nominated continuously for customer service and team performance, winning awards in 2013 and 2014.
- Volunteered for additional duties, such as customer support by phone, during the aftermath of the 2016 Ellicott City flood.
- Developed procedures for ongoing, routine administrative tasks for new employees. Also helped to address and remediate training and procedure gaps and loopholes.
Education
A+ Certified PC Repair Technician, Module I and Module II - undefined
04.2020
IT Fundamentals - undefined
Community College of Baltimore County
Dundalk, MD12.2019
Skills
- Software / Hardware
- Networking / Desktop Support
- Microsoft Windows
- Linux
- Active Directory
- Mac OS
- Mobile
- Printers
- Cisco Net cad
- Microsoft Office 10/11 (Excel, PowerPoint, Word 365)
- SAP
- MUNIS
- Cisco Any Connect
- Zscaler
Timeline
Site Support Specialist (Enterprise Solutions)
Under Armour Headquarters
09.2024 - Current
Site Support Specialist (Enterprise Solutions)
HCL Solutions (Vendor Pass)
03.2024 - 08.2024
Seasonal Team Coach
Samaritan’s Purse
11.2023 - 12.2023
IT Equipment Coordinator
BW12
10.2020 - 06.2023
Fulfillment Center Associate
Amazon Fulfillment Warehouse (BW12)
10.2018 - 10.2020
Contractual Driver
Amazon Flex
06.2018 - 09.2019
Administrative Support Tech II
Howard County Department of Finance, Tax Customer Service
07.2012 - 05.2018
A+ Certified PC Repair Technician, Module I and Module II - undefined
IT Fundamentals - undefined
Community College of Baltimore County