Summary
Overview
Work History
Education
Skills
Certification
Timeline
References
Personal Information
Education and Training
A++, Windows 7, Active Directory
Generic

James Jones

Oak Park

Summary

Dynamic IT Technician with proven expertise at Stefanini IT Solutions, excelling in network troubleshooting and remote support. Adept at system configuration and ticket management, I effectively resolved complex IT issues while enhancing user satisfaction. My strong analytical skills and proficiency in Microsoft 365 drive successful outcomes in device testing and support operations.

Experienced with diagnosing and resolving technical problems to optimize system performance. Utilizes network management and hardware maintenance skills to ensure seamless operations. Knowledge of providing efficient support in fast-paced environments.

IT professional with significant experience in troubleshooting, network administration, and system maintenance. Known for strong focus on team collaboration and consistently delivering results. Adaptive and reliable, skilled in hardware and software support, cybersecurity practices, and customer service.

Overview

26
26
years of professional experience
1
1
Certification

Work History

IT Technician

Stefanini IT Solutions
06.2016 - 06.2025
  • Resolved various IT issues through remote and on-site support.
  • Provided specialized administrative assistance for password resets and account lockouts.
  • Conducted network analysis, remote configuration, and testing of systems.
  • Created and maintained tickets with comprehensive documentation.
  • Utilized intermediate knowledge of Microsoft 365 for troubleshooting and account restoration.
  • Managed laptop reimaging, deployments, and storage maintenance tasks.
  • Performed laptop setup, installation, configuration, and testing as remote administrator.
  • Served as provisioning analyst for custom firmware installation and device testing.

Package Handler

H & H Services
03.2015 - 04.2016
  • Followed safety regulations to maintain safe work environment.
  • Improved package handling efficiency by implementing proper sorting and organizing techniques.
  • Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
  • Reduced damage rates for packages through careful handling and adherence to safety protocols.
  • Assembled, sealed, and loaded packages into correct trucks.
  • Used hand-held scanners and physical logs to accurately track item movements.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
  • Removed jams and unblocked conveyor system to maintain flow of goods.
  • Contributed to increased productivity by working effectively in high-pressure situations.
  • Followed verbal and written instructions to properly move and ship products.

Help Desk Technician

Eli Lilly
08.2013 - 02.2015
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
  • Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
  • Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.

Telephone Banker

Chase Bank
02.1999 - 09.2010
  • Handled over 10,000 incoming telephone calls, emails and chat requests.
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
  • Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
  • Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
  • Provided customer inquiries regarding checking, savings, loan balances, deposits, withdrawals, debit card transaction amounts, & origins.
  • Offered banking products, such as checking, savings accounts, credit cards based on customers needs and lifestyles
  • Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
  • Stayed current on changing products, services and policies to offer exceptional service to customers.
  • Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
  • Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards.
  • Processed paperwork for new accounts and transactions with high degree of accuracy.
  • Opened new memberships and documented personal details for internal tracking and [Type] regulatory requirements.

Education

Global IT

No Degree - Applied Psychology

Henry Ford College
Dearborn, MI

No Degree - Applied Psychology

Alabama State University
Montgomery, AL

Skills

  • Remote support
  • System configuration
  • Ticket management
  • Microsoft 365
  • Device testing
  • Desktop technical support
  • Hardware installation
  • Technical support
  • IT documentation
  • Mobile device management
  • Application support
  • Microsoft windows and office

Certification

  • A+ Certification
  • Active Directory Certification
  • Windows 7 Certification

Timeline

IT Technician

Stefanini IT Solutions
06.2016 - 06.2025

Package Handler

H & H Services
03.2015 - 04.2016

Help Desk Technician

Eli Lilly
08.2013 - 02.2015

Telephone Banker

Chase Bank
02.1999 - 09.2010

Global IT

No Degree - Applied Psychology

Henry Ford College

No Degree - Applied Psychology

Alabama State University

References

References available upon request.

Personal Information

Education and Training

other

A++, Windows 7, Active Directory

Proficient in both Windows and IOS devices, hardware.  Knowledgeable in Microsoft Office 365 products. Microsoft Exchange Server, familiar with Network analytics software Meraki, Proofpoint, VPN, multifactor authentication software, Okta Verify, Service Now.

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