Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Eric Jones

Wake Forest,NC
Eric Jones

Summary

Knowledgeable Social Media Manager experienced in executing social media strategies across social platforms. Demonstrated time management and collaboration skills. Flexes easily with new information and branding changes to consistently exceed targets for engagement, acquisition and retention. Knowledgeable Music Director with 15+ years of experience and exceptional leadership, planning and relationship-building skills. Detail-oriented and hardworking with a successful background in marketing artist and campaigns. Looking for a new role with long-term potential.

Overview

10
years of professional experience
5
years of post-secondary education

Work History

Citrix
Raleigh, NC

SeniorTechnical Support Engineer
08.2016 - 04.2024

Job overview

  • Increased first-call resolution rate by 25% through efficient troubleshooting and problem-solving techniques.
    ● Reduced average ticket resolution time by 15% by implementing proactive issue identification and knowledge base development.
    ● Maintained a 90% customer satisfaction rating by providing exceptional technical support and clear communication.
    ● Spearheaded a team of junior engineers to deliver a scalable cloud application within a tight deadline, achieving a 20% development time reduction through effective communication and mentorship.
    ● Successfully resolved 85% of complex technical issues independently, leveraging strong analytical and critical thinking skills.
    ● Developed and implemented a new escalation process, leading to a 30% reduction in unnecessary escalations and improved internal efficiency.
    ● Debugged complex software applications, improving system performance by 20%.

Kodak Alaris
Raleigh, NC

Technical Support Specialist
06.2014 - 05.2016

Job overview

  • Successfully streamlined call center processes, resulting in a 73% reduction in wait times.
    ● Increased secure file sharing practices by 20%.
    ● Leveraged expertise in data protection to implement and manage backups across hundreds of
    customer environments and internal departments.
    ● Spearheaded data restores, resolved complex issues including escalations, and collaborated with
    clients to design bespoke solutions for their managed backup service needs.

Education

North Carolina Central University
Durham, NC

No Degree from Business Management/Music Industry
08.2001 - 12.2006

Skills

  • Mac OS/Windows (10 years)
  • Social Ad Campaigns
  • Social Media Management
  • Customer Service

Timeline

SeniorTechnical Support Engineer

Citrix
08.2016 - 04.2024

Technical Support Specialist

Kodak Alaris
06.2014 - 05.2016

North Carolina Central University

No Degree from Business Management/Music Industry
08.2001 - 12.2006

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Eric Jones