Chateri Jones
Redford Charter Township
Summary
Seasoned IT professional with a proven track record at Alliance Inspection Management, adept in software diagnosis and fostering client relationships. Excelled in onboarding over 100 employees annually, enhancing security awareness, and driving technical training initiatives. Demonstrates exceptional ability to troubleshoot network issues and mentor teams for optimal performance and safety compliance.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
28
28
years of professional experience
Work History
Help Desk Analyst III
Alliance Inspection Management ( AIM )
08.2018 - 01.2025
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Compiled and accurately entered data for each customer encounter to record in system.
- Provided on-call support for critical issues related to Hardware, software and database issues.
- Activated accounts for clients interested in new services.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Installed and updated hardware, software and applications on Mac and PC devices.
Hiring Manager /Technical Trainer
AMCOM Communications
03.2016 - 08.2018
- Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
- Developed relationships with potential job candidates to promote effective communication throughout hiring processes.
- Determined required job seeker qualifications for potential interview by reviewing and evaluating resume and application information.
- Designed, developed, and implemented successful recruitment process to fill more than 100 vacancies each year.
- Fostered positive work environment through comprehensive employee relations program.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
- Liaised between multiple business divisions to improve communications.
- Led syllabus preparation based on detailed breakdowns of technical concepts.
- Updated training coursework and requirements according to group and technology changes.
- Blended traditional learning approaches with existing and new technologies and used variety of learning tools to create and deliver learning programs that produced results.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Built and maintained professional relationships with vendors and suppliers.
- Provided coaching and mentoring to employees.
Technical Trainer /Health and Safety Coordinator
Bright House Networks
08.1996 - 01.2016
- Oversaw technical documentation, instruction and evaluation to meet company education initiatives.
- Compiled training and assessment resources based on understanding of technical processes and skills-development needs.
- Blended traditional learning approaches with existing and new technologies and used variety of learning tools to create and deliver learning programs that produced results.
- Collaborated with technical manager to identify key areas necessitating training based on employee proformance.
- Updated training coursework and requirements according to group and technology changes.
- Led syllabus preparation based on detailed breakdowns of technical concepts.
- Trained and mentored all new personnel hired to fulfill various roles.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
- Built and maintained professional relationships with management, vendors and suppliers.
- Developed and implemented successful onboarding program.
- Identified accident causes and optimal prevention strategies by conducting thorough investigations and analyses.
- Developed and implemented safety policies and procedures to promote workplace safety.
- Monitored workplace activities to determine compliance with safety regulations and standards.
- Investigated incidents, determining root causes and implementing corrective actions.
- Educated employees on hazardous waste management, emergency response and safe work practices.
- Conducted safety audits and inspections to identify workplace hazards and deficiencies.
- Provided new-employee health and safety orientations and developed materials for presentations.
Education
High School Diploma -
Frank Cody High School
Detroit, Mi06-1990
Skills
- Communicating with clients
- Onboarding
- Software diagnosis
- Network troubleshooting
- Remote support
- Desktop operating systems
- Hardware support
- Application installations
- Security awareness
Timeline
Help Desk Analyst III
Alliance Inspection Management ( AIM )
08.2018 - 01.2025
Hiring Manager /Technical Trainer
AMCOM Communications
03.2016 - 08.2018
Technical Trainer /Health and Safety Coordinator
Bright House Networks
08.1996 - 01.2016
High School Diploma -
Frank Cody High School
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