Earl Jones Jr
Oakwood,TX
Summary
Friendly Help Desk Technician with over 30 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
9
9
years of professional experience
Work History
Senior IT Support Technician
Northstar Memorial Group
11.2014 - Current
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Monitored systems in operation and quickly troubleshot errors.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Assisted with updating technical support best practices for use by team.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured hardware and granted system permissions to new employees.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Connected to computer of client using remote link to install programs and applications.
IT Technical Support Specialist
Revival Tech
09.2014 - 11.2014
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Ethernet.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Monitored systems in operation and quickly troubleshot errors.
- Translated complex technical issues into digestible language for non-technical users.
- Installed and configured operating systems and applications.
Education
No Degree - Information Technology
ITT Technical Institute - Austin
Austin, TXSkills
- Operations Support
- Network Infrastructure Monitoring
- Computer Hardware Knowledge
- Training Junior Team Members
- Collaborative Team Player
- Remote System Analysis
- Technical Support Triage
- Microsoft Active Directory
- Microsoft Azure Administration
- Microsoft 365 Administration
- Ring Central Phone Administration
- Mitel Phone Systems Administration
Accomplishments
2021 Helsman Awardee - Northstar Memorial Group (Top Organizational honor) which is voted by peers of the organization.
US Army Veteran
Served in U.S. Army May 1988 to November 1995, Desert Storm Veteran.
Timeline
Senior IT Support Technician
Northstar Memorial Group
11.2014 - Current
IT Technical Support Specialist
Revival Tech
09.2014 - 11.2014
No Degree - Information Technology
ITT Technical Institute - Austin
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