Summary
Work History
Education
Skills
Hobbies and Interests
Overview
Timeline
Generic
Christopher Jones

Christopher Jones

Ocala,United States

Summary

Hardworking Customer Support Engineer with exceptional insight regarding network, communication and security protocols. A diligent employee always willing to step up and help customers no matter how complex the issue is. Ready for a new position that involves troubleshooting in the IT environment.

Work History

Podcast Support Agent

Libsyn Inc. (Liberated Syndication)
Pittsburgh, PA
04.2023 - 05.2024
  • Investigate 15-20+ unique issues related to podcast creation software
  • Contribute knowledge base articles for other support agents for unique situations and the step-by-step solutions to resolve or investigate them. (30+ contributed)
  • Worked closely with a team of approximately 10 individuals to address problems and offer support during triage
  • April 2023 - April 2024 CSAT score of 92%
  • April 2023 - April 2024 IQS of 94%

Customer Support Agent

SumTotal Systems
Gainesville, FL
06.2021 - 03.2023
  • Provide expert advice to a client base of about 3400.
  • Collaborate daily with 20+ other agents to provide answers to unique client issues.
  • Achieved CSAT score of 4.62/5 while consistently exceeding customer satisfaction targets.
  • Write 10+ lines of SQL script daily for database queries.
  • Use SPLUNK search software to investigate SaaS environment and network issues.
  • Published knowledge-based articles for site documentation.

Elementary and Middle School Teacher

MCPS
Ocala, FL
08.2015 - 06.2021
  • Led students to achieve the top 10% in the county for end-of-the-course exams by using differentiated learning
  • Led extracurricular clubs with the top 20% of students to expand their interests in STEM
  • Collaborate with others to create quality lessons for 30-100+ students
  • Create lesson plans aligned with state standards for Math and Social Studies.

Education

B.S. Computer Science -

Rasmussen University

B.A. Psychology -

University of South Florida

A.A. Liberal Arts -

College of Central Florida

Skills

  • Highly collaborative problem solver
  • Decision maker
  • Excellent written and verbal communication skills
  • High level of internal and external customer service experience
  • Fast learner
  • Comfortable with basic SQL queries
  • SPLUNK software
  • Some RestAPI
  • Microsoft Office
  • Basic knowledge of HTML
  • CSS
  • Software troubleshooting
  • Customer Relationship Management
  • Remote Support

Hobbies and Interests

  • Rock Climbing
  • Podcast recording
  • Tabletop and video games
  • Outdoor activities

Overview

3
3

Customer support

15
15

Customer Service

Timeline

Podcast Support Agent

Libsyn Inc. (Liberated Syndication)
04.2023 - 05.2024

Customer Support Agent

SumTotal Systems
06.2021 - 03.2023

Elementary and Middle School Teacher

MCPS
08.2015 - 06.2021

B.S. Computer Science -

Rasmussen University

B.A. Psychology -

University of South Florida

A.A. Liberal Arts -

College of Central Florida

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Christopher Jones