Jason Jones
Flagstaff,AZ
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
13
13
years of professional experience
Work History
IT Support Specialist
Coconino County
02.2022 - Current
- Providing technical support for 2,000+ employees
- Maintaining efficient and effective technical presence within facilities
- Creating and maintaining work orders via Service Now
- Providing network support throughout facilities
- Safely providing administrator credentials for allowing permitted software and providing extensive maintenance to computers when necessary
- Providing effective customer service
- Installed system updates to address vulnerabilities and reduce security issues.
- Maintained office PCs, networks and mobile devices.
- Monitored systems in operation and quickly troubleshot errors.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Performed hardware repairs
- Imaging and deploying devices
Owner and Repair Tech
Tech Genie
10.2020 - 01.2022
- Repair electronics
- Running ads
- Maintaining inventory
- Providing above standard industry service
- Founded and managed Tech repair business
Help Desk
W. L. Gore & Associates
02.2020 - 09.2020
- Provided technical support for mobile devices (Cellphone and Tablet)
- Provided technical support for client computers
- Offered troubleshooting steps after prompt analysis of issues
- Building rapport with client to offer a seamless and positive experience
- Remote accessed devices for assistance
- Used mobile device management systems to assist clients
Customer Service/ Tech Support Technical Support Expert
Asurion
10.2018 - 02.2020
- Providing troubleshooting for various electronics
- Assisting with making changes to customer accounts
- Preserving security for customer accounts and devices
- Providing knowledge for customers' electronic devices
- Helping customers file insurance claims for insured mobile devices
- Building the "Protech" brand through premier customer service
Repair Technician
uBreakiFix
02.2018 - 10.2018
- Providing quality customer service and creating a comfortable atmosphere
- Diagnose and troubleshoot technical issues with various electronics (computers, tablets, cellphones,etc.)
- Replace parts as necessary for various electronics
- Working with power tools for repairs
- Selling accessories, loyalty programs, and insurance
- Ensuring quality repairs
- Maintain organization
- Providing detailed notes for repairs
- Educating customers on applicable information for general maintenance
- Maintaining company standards for repairs
Technical Support Technical Support Assistant
Shutterfly Inc
09.2017 - 01.2018
- Repair computers and printers
- Document status of reports
- Maintain quality and safety standards
- Perform frequent skills assessment
- Analyze equipment productivity
Customer Service and Sales Assistant Manager
HMSHost-Starbucks
08.2016 - 09.2017
- Recording inventory and waste
- Ordering product
- Developing strategies to eliminate waste
- Ensuring procedures are understood and followed
- Maintaining a steady and comfortable workflow
- Documenting complaints and incidents
- Solving issues to create ultimate customer satisfaction
- Maintaining a clean and safe work environment
- Instructing associates on appropriate behavior to create positive customer interactions
Customer Service and Sales Barista
HMSHost-Starbucks
05.2015 - 08.2016
- Creating a genuine connection with customers
- Maintaining a calm and inviting atmosphere
- Work comfortably in fast-paced conditions
- Maintain cleanliness and organization
- Maintain professional demeanor and grooming
Media Technician
Big Calvary Baptist Church
06.2010 - 08.2014
- Troubleshooting technical errors
- Installing and maintaining software and hardware
- Recording programs held at and off the site
- Editing video to be broadcasted to Comporium cable channel
Education
High School Diploma -
Lewisville High School
Richburg, SC06.2014
Internship - Winthrop University
Associate - Computer Science
Grantham University
Online06.2019
Skills
- Remote Desktop Services
- Maintaining Warranty Requirements
- Computer System Diagnostics Software
- Operational Policies Knowledge
- Complaint Response
- Technical Presentations
- Component Replacements
- Programming Skills (C, Java, Html, Python)
- Time management
- Fast learner
- Goal oriented
- Microsoft office
- Call Center
- Customer Service
- Help Desk
- Tech Support
- Mobile Devices
- Software Troubleshooting
- JavaScript
- Android
- IT ticketing
- Service Now Experience
- Supervising experience
- Customer Support
- Analysis Skills
- 5G
- Assessments
- Call Center Customer Service
- Identifying and resolving common customer issues
- Reliability
- Tendency to be reliable, dependable, and act with integrity at work
- Technical support
- Responding to technical support situations with sensitivity
- Customer focus & orientation
- Performing software, hardware, and network operations
- Attention to detail
- Identifying differences in materials, following instructions, and detecting details among distracting information
- Customer service
- Development in any professional field
- Fast Learner
- Organization and time management skills
- Very Patient
- Ability to read people's body language and react promptly and appropriately
- Greatly goal oriented
- Ability to close conversations with confidence and leave satisfaction in customers
- Eagerness to learn something new
- Ability to use "positive language" in conversation for persuasion and maintaining satisfaction
- Ability to work well with others
- Service Desk Team Management
- Hardware Evaluation
- Mobility Devices
- Desktop Support
- Feature Activation
- Customer Support Needs Assessment
- LAN and WAN Assessment
- Responding to Technical Questions
- MS Office Proficiency
- Hardware Upgrades
- Creative Issue Resolution
- Assisting with Deployments
- Configuring Devices
- Data Recovery
- Access Management Software
- Account Updating
- Onsite Installations
- TCP/IP
- Staff Training
- Data Connectivity
- AV Installation
- License Administration
- Mobile Device Deployment
- Computer Configurations
- Security Software Management
- Running Security Scans
- Quarantining Threats
- Active Directory
- Mobile Device Management Software(Air Watch)
- Microsoft Exchange Console Management
- Running and Monitoring Periodic Reports for Security
- IP Phone Management (Cisco Unity Administration)
- Adobe Tools Support
- Network Patching
- Super Administrator Duties
Timeline
IT Support Specialist
Coconino County
02.2022 - Current
Owner and Repair Tech
Tech Genie
10.2020 - 01.2022
Help Desk
W. L. Gore & Associates
02.2020 - 09.2020
Customer Service/ Tech Support Technical Support Expert
Asurion
10.2018 - 02.2020
Repair Technician
uBreakiFix
02.2018 - 10.2018
Technical Support Technical Support Assistant
Shutterfly Inc
09.2017 - 01.2018
Customer Service and Sales Assistant Manager
HMSHost-Starbucks
08.2016 - 09.2017
Customer Service and Sales Barista
HMSHost-Starbucks
05.2015 - 08.2016
Media Technician
Big Calvary Baptist Church
06.2010 - 08.2014
High School Diploma -
Lewisville High School
Internship - Winthrop University
Associate - Computer Science
Grantham University
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