Austin Jones
Bryan,TX
Overview
11
11
years of professional experience
Work History
Service Desk Analyst
Hitachi Digital Services
10.2022 - Current
- Handled and analyzed incidents and service requests from users via phone and ServiceNow ticketing system.
- Conducted troubleshooting of hardware and software issues remotely, with detailed documentation of steps within the ticketing system.
- Demonstrated expertise in Microsoft products such as Intune, Active Directory, Outlook, and BitLocker to ensure effective issue resolution.
- Assisted with the procurement and enrollment of company-issued iPhones to maintain compliance standards.
- Ensured accurate processing and tracking of assets in alignment with organizational policies and compliance requirements.
- Maintained a user-focused approach while resolving technical problems efficiently, contributing to overall customer satisfaction.
Monitoring and Dispatch Representative
Viasat
04.2019 - 10.2022
- Monitor network of 200,000 devices
- Assist the tier 1 help-desk with end user issues over chat
- Identify and resolve issues remotely
- Dispatch technicians with detailed scope of work
- Troubleshoot analog VoIP, DOCSIS cable, wireless and wired networking with technicians
- Escalate internal issues to proper departments and send high severity email notifications to customers
- Create RMAs and configure equipment in the field
- Knowledgeable with Ruckus CLI, Ruckus Virtual SmartZone, Mikrotik Winbox, Versatek DSLAM CLI, Audiocodes PBX and VoIP gateways
PBN Manager
Marketing Heroes
12.2018 - 04.2019
- General small office IT work
- Purchase qualified domains for our private blog network
- Setup hosting for PBN sites
- Manage ESXi VMware server
- Manage social media accounts for clients
- Post blogs to client websites via SiteSuperCharger and WordPress
- Send newsletters for clients with Constant Contact
Technical Support Representative
Viasat
07.2018 - 04.2019
- Troubleshoot WiFi connectivity issues with airline passengers via chat
- Troubleshoot WiFi connectivity issues via phone
- Troubleshoot ISP connectivity issues with customers via phone
- Communicate with network engineers over chat to diagnose network issues
- Assess billing and invoice issues for customers
- Escalate issues to management via email and follow up with customers
- Monitor the network for offline equipment
Internet Tech Support
Pulk & Co
01.2014 - 12.2018
- Answer phones for Pulk & Co, Web Unlimited and Texas Broadband
- Transfer calls for Web Unlimited
- Troubleshoot Internet issues with Texas Broadband customers over the phone and create support tickets
Education
Associate of Applied Science - Information Technology Administrator
Blinn College
01.2018
Allied Health - Radiology Technology
Blinn College
01.2014
High School - undefined
Bryan High School
01.2011
Awards
Eagle Scout, 02/01/11, I was in Boy Scouts from 2003 - 2011
Timeline
Service Desk Analyst
Hitachi Digital Services
10.2022 - Current
Monitoring and Dispatch Representative
Viasat
04.2019 - 10.2022
PBN Manager
Marketing Heroes
12.2018 - 04.2019
Technical Support Representative
Viasat
07.2018 - 04.2019
Internet Tech Support
Pulk & Co
01.2014 - 12.2018
Allied Health - Radiology Technology
Blinn College
High School - undefined
Bryan High School
Associate of Applied Science - Information Technology Administrator
Blinn College