Ashton Jones
Dallas,TX
Summary
Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Dynamic manager of company-wide technical health and technological integrity. Natural leader with a huge Passion for empowering others to reach their full potential and a evangelists for customer support. Embracing diversity openly and bringing inclusiveness to the forefront in all engagements to create a positive, safe, and creative space for people to grow. Always looking to be the conduit for change and acknowledging that change must start within. Always eager to take on new task, whether hard or simple and tackle it diligently. Positivity is the attitude that helps to inspire others to perform at their best and remains a key driver daily.
Overview
14
14
years of professional experience
Work History
Senior Technical Advisor
Microsoft
04.2019 - Current
- Responsible for providing technical and soft skill guidance to support engineers
- Also interfacing with customers in recovery efforts and providing guidance to unblock and resolve issues
- Supporting M1s for metric delivery and team cohesiveness
- Reporting engineer support case review
- Relationship liaison between developing team and support team
- Highlighting Microsoft Diversity and inclusion pillars through 1:1 meetings and group meetings with support team
- Provide engineers with guidance to improve and grow the customer experience
- Developed and implemented best practices for software engineering processes.
- Mentored junior developers in understanding the system architecture and developing efficient code.
- Managed resources across multiple projects by tracking progress, resolving conflicts, and meeting deadlines.
Analysis Service Support Engineer
Microsoft
- Responsible for providing technical support to business customers
- This includes identifying problems and troubleshooting to resolution
- In addition to being a technical advocate for customers I also provide a great customer experience over the phone and web to every customer interaction
- Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed
- Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues
- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
- Provided technical support to customers via phone and email.
- Created and updated documentation for supported systems.
BI Developer
Gold’s Gym Corp
01.2018 - 04.2019
- Designed, developed and maintained complex stored procedures, functions, views, tables and other database objects in T-SQL.
- Provided technical assistance to end users on data extraction, analysis and report generation utilizing SQL Server Reporting Services.
- Worked with Business Intelligence tools such as Tableau and Power BI for creating interactive dashboards.
- Monitored server resources usage and capacity planning ensuring optimal utilization of available hardware resources.
Junior Database Dev
TDJ Enterprise
07.2015 - 01.2018
- Developed and maintained database schemas to ensure data integrity.
- Tested new databases, software and applications prior to implementation.
- Provided technical support for users with complex queries related to the database environment.
- Assisted in developing backup strategies for all databases including recovery processes.
- Resolved conflicts between different systems accessing shared resources within the database environment.
- Optimized existing queries to reduce query execution time and improve overall system performance.
Database Support
Victory Healthcare
09.2012 - 07.2015
- Provided technical support to customers with database related issues.
- Installed, configured, upgraded, and patched databases such as SQL Server and internal healthcare software
- Monitored the system health of production databases and took corrective actions when needed.
- Assisted with installation of new hardware and software systems.
- Documented all helpdesk interactions in a ticketing system.
- Monitored server performance and ensured efficient operations.
Systems Analyst
Revenew International
09.2011 - 07.2012
- Performed data analysis to identify trends and recommend solutions.
- Collaborated with stakeholders to ensure the successful implementation of systems projects.
- Created weekly and monthly reports to track progress of business goals.
- Gathered, analyzed and formatted large amounts of data into meaningful information.
- Designed dashboards and visualizations to present data in a clear and concise manner.
Systems Supports
Brachfeld Law Group
03.2010 - 09.2011
- Installed and configured new hardware, software and peripheral devices.
- Provided technical support to internal customers in a timely manner.
- Created user accounts and managed access privileges on networked systems.
- Maintained various databases of customer information and service requests.
- Documented all help desk activities including customer inquiries, resolutions, system configurations.
- Resolved complex technical problems by researching solutions online or consulting with subject matter experts.
Education
Bachelor of Science -
DeVry University
Houston, TX01.2013
Skills
- Technical Documentation
- Customer Service
- Project Coordination
- Application Support
- Technical Troubleshooting
- User Support
- Account Administration
- Online Chat Support
- Client Relationship Management
- Detailed Documentation
- Service Desk Team Supervision
- Report Analysis
- Microsoft SQL
- Microsoft Office
- Report Writing Skills
- Database Creation
- Performance Assessments
- Database Management
References
References available upon request.
Timeline
Senior Technical Advisor
Microsoft
04.2019 - Current
BI Developer
Gold’s Gym Corp
01.2018 - 04.2019
Junior Database Dev
TDJ Enterprise
07.2015 - 01.2018
Database Support
Victory Healthcare
09.2012 - 07.2015
Systems Analyst
Revenew International
09.2011 - 07.2012
Systems Supports
Brachfeld Law Group
03.2010 - 09.2011
Analysis Service Support Engineer
Microsoft
Bachelor of Science -
DeVry University