DANAJA JONES
Houston,TX
Summary
IT professional with exceptional troubleshooting skills and a dedication to customer satisfaction. Proven track record in delivering comprehensive network and software support, crafting and deploying effective technical strategies, optimizing system performance, and enhancing security measures. A commitment to surpassing client expectations and providing thorough resolution of service tickets. Proficient in IT infrastructure, system optimization, and client support, complemented by exceptional interpersonal communication skills. Committed to continuous improvement and innovation, with a focus on delivering measurable results. Expertise in IT infrastructure and network management, data management and analytics, cybersecurity and compliance, business process optimization, cloud services and SaaS expertise, technical support and user training, collaboration and team leadership, and process optimization.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Computer Technician
Impress Computers
06.2024 - Current
- Troubleshoot and resolve software issues across multiple platforms, improving productivity for clients using various SaaS applications
- Implemented software updates and ensured compatibility with business-critical systems, enhancing overall IT performance
- Delivered real-time technical support through multiple communication channels, assisting clients with complex IT issues while maintaining excellent customer service
- Diagnosed and resolved email-related challenges, including server connectivity issues and delivery failures, ensuring reliable business communication
- Trained clients on best practices for leveraging cloud-based tools and SaaS platforms, reducing support dependency and improving productivity
- Collaborated with internal teams to escalate high-priority technical issues, contributing to long-term, scalable IT solutions
- Led onboarding processes by configuring and deploying laptops for new employees, recognized for ensuring seamless and timely setups
- Managed and optimized cloud-based backup solutions (OneDrive, Datto RMM), ensuring data integrity and supporting business continuity
- Provided advanced technical support for business software, troubleshooting server environments and streamlining workflows
- Configured SaaS applications and offered strategic guidance on workflow optimization and efficient usage of cloud tools
- Diagnosed and resolved hardware issues for printers, computers, and peripherals, maintaining uninterrupted business operations
- Managed user accounts, access permissions, and VPN configurations, ensuring secure and efficient remote access
- Enhanced client relationships by resolving support tickets through phone, email, and chat with timely and customer-focused solutions
- Reduced recurring technical issues by educating clients on best practices for SaaS tools and cloud services, boosting long-term efficiency
- Managed help desk operations, ensuring timely resolution of incidents, service requests, and escalations, achieving SLA compliance and significantly enhancing customer satisfaction.
Digital Marketing Consultant | Freelancer
01.2017 - Current
- Spearheaded content marketing campaigns for B2C clients, utilizing platforms such as AdWords for search, display, and remarketing, alongside Pardot for email nurture campaigns
- Conducted data analysis using Excel and SQL to inform data-driven marketing strategies, leveraging insights to optimize campaign performance
- Directed and produced promotional videos for local businesses, enhancing their market visibility and brand engagement
- Crafted comprehensive brand identities for service-based clients, ensuring impactful representation across web and social platforms
- Implemented targeted digital advertising campaigns on Instagram and Facebook, achieving a 15% increase in engagement
- Streamlined social media management processes with effective content calendar planning, reducing time spent by 40%.
Independent Artist
04.2017 - Current
- Personal Brand & Website: www.danajajai.com
- Established a personal brand as an independent artist, showcasing creative work and building an engaged audience through a dedicated website and social media platforms
- Created and curated original content to represent artistic vision, leveraging digital marketing tools to amplify reach and visibility
- Designed and maintained an artist portfolio website, integrating user-friendly navigation, SEO strategies, and analytics to track visitor engagement
- Collaborated with local businesses and communities to produce custom artwork, contributing to cultural initiatives and enhancing personal brand recognition.
IT Generalist
Elevate Technology
12.2022 - 06.2024
- Managed help desk operations, ensuring timely resolution of incidents, service requests, and escalations, achieving SLA compliance and significantly enhancing customer satisfaction
- Diagnosed and resolved email communication issues, including sending/receiving errors, attachment problems, and bouncebacks, ensuring uninterrupted business communication
- Troubleshot VoIP system issues, addressing call quality, dropped connections, and configuration errors to provide reliable voice communication for users
- Administered user accounts and access permissions within Microsoft environments, ensuring secure and efficient user access to resources
- Conducted hardware upgrades and replacements, including memory, storage, and peripheral devices, enhancing system performance and user experience
- Configured and monitored cloud-based backup solutions, such as OneDrive, to safeguard data integrity, enable seamless recovery, and minimize risk
- Built and maintained strong relationships with vendors and suppliers to support IT projects and ensure timely resolution of outages and emergency events
- Configured and managed mapped network drives to streamline user access to shared resources and network storage
- Served as the primary escalation point for help desk support staff, identifying root causes of complex issues and ensuring effective resolution strategies
- Implemented and supported VPN solutions to provide secure remote access for users, ensuring confidentiality, integrity, and availability of network resources
- Collaborated with technical leads to prioritize high-impact issues and deliver scalable solutions aligned with organizational goals.
Desktop Support Analyst
Robert Half
11.2022 - 11.2023
- Coordinated hardware repairs with vendors to ensure timely and effective maintenance of IT systems, printers, and peripherals, contributing to optimized operational efficiency
- Served as the primary escalation point for help desk support staff, identifying root causes of complex issues and ensuring effective resolution strategies
- Communicated effectively with ticket submitters, maintaining clarity and transparency on issue resolution progress, while providing timely updates and solutions
- Diagnosed, researched, and resolved a broad spectrum of hardware and software issues, leveraging strong analytical and problem-solving skills to troubleshoot and implement effective solutions
- Maintained accurate and detailed logs of data communication transactions, issues, remedial actions, and installation activities to create a comprehensive reference system for future analysis
- Conducted thorough inspections, maintenance, and repairs of IT systems and peripherals, ensuring peak performance and minimizing downtime across operations
- Delivered end-to-end desktop support in compliance with established policies, providing tailored solutions to meet user needs, optimize workflows, and ensure adherence to compliance standards.
Non-Commissioned Officer CSS / Administrative Lead Specialist
United States Air Force
12.2020 - 11.2021
- Provided comprehensive personnel support to over 175 members, streamlining communication and administrative processes to enhance operational efficiency
- Implemented strategies that improved file management efficiency by 25%, including e-file plan reviews, ERM system coordination, and preparation of file folders for disposal
- Ensured data accuracy and integrity in the unit's workforce database through meticulous administrative support as an Organizational Defense Travel Administrator
- Managed the defense travel system, e-finance operations, and voucher processing, improving compliance and organizational workflow
- Acted as the primary AROWS-R order specialist and UTAPS manager, maintaining accurate status and participation records to ensure operational continuity and personnel readiness
- Entrusted with an active Secret Clearance, responsibly managing sensitive information and adhering to security protocols to maintain operational integrity and compliance.
Production Assistant/Conference Coordinator
Orion Talent
08.2019 - 07.2020
- Excelled in collaborating with diverse teams as a cross-functional liaison, coordinating the scheduling, organization, and execution of Regional Hiring Conferences for Fortune 500 companies, demonstrating strong project management and organizational skills
- Negotiated and reviewed contracts with hotel clients to ensure terms accuracy and budget compliance, maintaining financial integrity for each event
- Managed logistical arrangements, including meeting space preparedness, accommodations, A/V equipment setup, and catering services, ensuring seamless event execution
- Oversaw vendor negotiations to ensure operational efficiency and alignment with budget constraints, enhancing overall event outcomes
- Leveraged SQL to analyze and manage data related to conference operations, creating accurate reports and streamlining workflows for improved decision-making
- Designed and executed digital marketing campaigns using social media platforms such as Facebook, LinkedIn, and Indeed, effectively promoting events and job opportunities while ensuring accurate performance reporting.
Executive Services / Administration Support
United States Air Force
12.2015 - 11.2019
- Managed day-to-day office operations, including organizing and maintaining records, scheduling meetings, and coordinating appointments for Air Force personnel
- Directed project management initiatives, including research, correspondence preparation, report creation, presentation development, and travel arrangements, ensuring seamless operations
- Streamlined email workflows by managing content processes and ensuring accessibility, improving communication efficiency across teams
- Provided administrative support to over 1.5K personnel across 10 divisions and 13 special staff members, ensuring operational continuity and compliance
- Managed a $27K ITEC account with 100% asset accountability, ensuring audit readiness with zero discrepancies
- Oversaw workflow processes, reviewing and assigning over 2,000 taskers across multiple teams to meet critical mission objectives
- Delivered technical support by resolving computer issues and maintaining support tickets, ensuring timely resolution of IT-related problems
- Configured and maintained workspace setups, including printers, monitors, and projectors, to support operational readiness and functionality
- Provided both in-person and phone technical support for over 1,300 personnel, addressing IT and administrative issues effectively and promptly.
Security Manager / Records Management
United States Air Force
06.2017 - 11.2019
- Verified security clearances and completed necessary paperwork for system program access, enhancing operational security and ensuring compliance with military protocols
- Assigned security access badges and managed integration of restricted drives, distributions, workflows, and SharePoint systems, ensuring secure and controlled information flow
- Directed office operations for six months under the guidance of an SES and Colonel, supervising one airman and demonstrating strong leadership and organizational skills to uphold operational efficiency
- Managed the Readiness Based Leveling (RBL) program for assets valued at $2 billion, overseeing 62,000 levels of inventory with precision and accountability
- Addressed and rectified security violations by implementing corrective actions and safeguarding the personally identifiable information (PII) of 5,200 Airmen, maintaining compliance with military standards
- Completed over 40 Level 5/7 upgrade training tasks, enhancing the security and integrity of sensitive information through advanced training and practical implementation
- Overhauled the section's file plan program after completing Levels 1 and 2 Records Management custodial training, streamlining document management processes
- Organized over 140,000 files to achieve 100% legal compliance, earning recognition from the section commander for effectively training 175+ personnel in records management protocols
- Conducted regular security audits to maintain adherence to military protocols, proactively identifying and resolving discrepancies to ensure operational security.
Education
Computer Systems Administrator – Cloud Technologies - undefined
Knowledgebank Computer Training School
Houston, TX2024
Computer User Support Specialist (CUSS) Program | ACI - undefined
Dallas, TX2022
39 Unit Information Management Course Completion - undefined
Community College of the Air Force
Montgomery, AL2019
Bachelor of Arts - Criminal Justice
SUNY Buffalo State College
Buffalo, NY2015
Skills
- Business Systems Integration IT Infrastructure Management Data Analysis & Visualization Cybersecurity & Risk Management Cloud Computing ERP & CRM Systems Process Improvement Compliance Management Network Security Technical Project Management VPN Configuration Identity and Access Management SQL Database Management Systems Optimization Troubleshooting Server Administration Backup Solutions Performance Tuning IT Support Services KPI Monitoring
- Networking & Cybersecurity: Expertise in VPN, TCP/IP, LAN/WAN, VLAN, and intrusion detection systems; strong understanding of network security, access controls, and risk mitigation strategies
- Data Analytics & Management: Skilled in SQL, data cleaning, and KPI monitoring to support business intelligence and decision-making
TECHNICAL SKILLS
- Cloud Services: Hands-on experience with Microsoft Azure and O365, supporting scalable cloud infrastructure and remote IT environments
- System Administration: Proficient in installing and configuring operating systems, maintaining servers, and troubleshooting enterprise-level IT environments
- Business Tools: Experienced in implementing and optimizing ERP, CRM, and SaaS platforms to streamline workflows and improve business outcomes
- Software & Applications: Proficient in MS Word, Excel, PowerPoint, Outlook, HTML, and other business-critical tools
Certification
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Leading SAFe 6.0 Training with SAFe Agile Certification
- Microsoft Azure Cloud Fundamentals (In Progress)
Timeline
Computer Technician
Impress Computers
06.2024 - Current
IT Generalist
Elevate Technology
12.2022 - 06.2024
Desktop Support Analyst
Robert Half
11.2022 - 11.2023
Non-Commissioned Officer CSS / Administrative Lead Specialist
United States Air Force
12.2020 - 11.2021
Production Assistant/Conference Coordinator
Orion Talent
08.2019 - 07.2020
Security Manager / Records Management
United States Air Force
06.2017 - 11.2019
Independent Artist
04.2017 - Current
Digital Marketing Consultant | Freelancer
01.2017 - Current
Executive Services / Administration Support
United States Air Force
12.2015 - 11.2019
Computer Systems Administrator – Cloud Technologies - undefined
Knowledgebank Computer Training School
Computer User Support Specialist (CUSS) Program | ACI - undefined
39 Unit Information Management Course Completion - undefined
Community College of the Air Force
Bachelor of Arts - Criminal Justice
SUNY Buffalo State College
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Leading SAFe 6.0 Training with SAFe Agile Certification
- Microsoft Azure Cloud Fundamentals (In Progress)
Similar Profiles
DARLEEN MITCHELLDARLEEN MITCHELL
Dispatcher at Impress ComputersDispatcher at Impress Computers
Santoshkumar SegarSantoshkumar Segar
Storekeeper at VCUS Seat to ImpressStorekeeper at VCUS Seat to Impress
Leonardo MendozaLeonardo Mendoza
Mill Operator at Impress Staffing SolutionMill Operator at Impress Staffing Solution