Glen Jones
Mt. Sterling,KY
Summary
Solutions-focused Technology Support Specialist with over 15 years of hands-on experience in cross-platform systems support, hardware diagnostics, network administration, and end-user training. Proven ability to deploy and maintain Windows, Chromebook, iPad, and Linux environments while managing Active Directory, ticketing systems, and remote support tools. Expert in troubleshooting complex hardware/software issues, creating technical documentation, and educating end-users to maximize productivity and minimize downtime.
Overview
21
21
years of professional experience
Work History
Mobile Expert
T-Mobile
01.2022 - Current
- Provide advanced technical assistance and hands-on customer service for mobile devices, operating systems (iOS/Android), and connectivity solutions.
- Diagnose hardware and software issues, perform device setups, and guide users on software features and app integrations.
- Advise customers on hardware and network solutions tailored to their specific technical needs.
Owner / Lead Technician
ProtiousPC / Protious Customs
01.2007 - Current
- Deliver advanced on-site and remote hardware, software, and network support for business and residential clients.
- Install, configure, and repair Windows PCs, Linux environments, and peripheral devices, replacing faulty components as needed.
- Administer data backup, disaster data recovery, and malware security solutions across client systems.
- Design and install wired/wireless networks, perform network mapping, and resolve traffic and connectivity issues.
- Educate clients through one-on-one instruction, explaining technical functions and preventive maintenance to lower support dependency.
Technical Engineer
M Line Media
01.2019 - 01.2022
- Managed system hardware, software installations, and technical infrastructure maintenance.
- Delivered technical support, performed system diagnostics, and optimized device performance for operations.
- Designed custom hardware and software solutions, ensuring seamless integration across multi-platform tools.
Google Fiber Installer
ITC Service Group
04.2015 - 09.2015
- Executed physical network cable installations, testing, and troubleshooting for high-speed network infrastructure.
Cable Installation Tech & Warehouse Manager
AM Communications
08.2012 - 04.2015
- Managed hardware inventory and hardware deployments for over 30 technicians.
- Performed on-site installations, cable management, and network troubleshooting.
PC & Network Technician
Canton Potsdam Hospital
08.2005 - 02.2006
- Provided desktop support, software installation, and hardware maintenance across a enterprise network.
- Logged, tracked, and resolved issues using enterprise help desk ticketing systems.
Education
Information Systems Coursework
SUNY Canton
Canton, NYSkills
- Operating Systems & Hardware: Windows PCs, Chromebooks, iPads, Linux, Android, iOS; Component-Level Diagnostics, System Assembly, Peripherals, Cable Installation & Management
- Systems & Network Administration: Active Directory, Group Policy, Mobile Device Management (MDM), Wired/Wireless Network Design, DNS Filtering, Remote Client/Server Management
- Software & Maintenance: Virus/Malware Mitigation, Data Recovery & Backup Solutions, OS Patch Management, Driver Troubleshooting, Software/App Deployment
- Help Desk & Training: Help Desk Ticket System Administration, Technical Writing, Problem Research, End-User Mentoring & Training, Customer Service
- Mobile device management
- Offline storage techniques
- Cross-platform proficiency
- Mobile security best practices
Timeline
Mobile Expert
T-Mobile
01.2022 - Current
Technical Engineer
M Line Media
01.2019 - 01.2022
Google Fiber Installer
ITC Service Group
04.2015 - 09.2015
Cable Installation Tech & Warehouse Manager
AM Communications
08.2012 - 04.2015
Owner / Lead Technician
ProtiousPC / Protious Customs
01.2007 - Current
PC & Network Technician
Canton Potsdam Hospital
08.2005 - 02.2006
Information Systems Coursework
SUNY Canton