John Gaines
Middletown,DE
Summary
IT Support Specialist with experience supporting Windows and Linux environments, Active Directory administration, and network troubleshooting. Applies SQL/MySQL knowledge and structured validation methods from ML evaluation to diagnose complex issues, build reproducible support processes, and reduce recurring incidents. Strong communicator who delivers user training, clear documentation, and cross-team coordination to improve service reliability and accelerate incident resolution.
Overview
6
6
years of professional experience
1
1
Certification
Work History
AI Technical Evaluator
Outlier.ai
05.2023 - Current
- Reviewed networking and database troubleshooting responses for accuracy
- Evaluated SQL queries and programming logic for technical precision
- Applied structured validation processes to maintain quality standards
- Strengthened analytical documentation and systems evaluation skills
- Designed and executed test scenarios for ML model inputs, identifying edge-case failures and enabling targeted retraining that produced noticeable model stability improvements.
- Audited model output variance across datasets, diagnosing bias sources and recommending dataset curation steps to achieve more consistent performance.
- Built reproducible validation pipelines to verify model predictions, accelerating release readiness and ensuring dependable evaluation across iterations.
- Partnered with data engineers and researchers to align labeling standards, reducing ambiguous cases and improving downstream model interpretability.
- Documented evaluation procedures and failure cases with precise reproduction steps, streamlining debugging and shortening investigation cycles.
- Established acceptance criteria for model rollout, enforcing quality gates that prevented premature deployments and preserved production reliability.
- Mentored junior evaluators on systematic testing techniques and tooling, strengthening team capability and promoting consistent assessment practices.
- Reviewed Java and SQL-based problem-solving solutions for accuracy
- Analyzed programming logic and debugging outputs
- Validated database query efficiency and syntax structure
- Assessed algorithmic reasoning in technical responses
- Reviewed and validated Java and SQL-based problem-solving solutions
- Evaluated code structure, logic flow, and debugging accuracy
- Assessed database query optimization and relational data modeling concepts
- Analyzed algorithmic reasoning and software development methodologies
- Applied structured technical review processes aligned with SDLC principles
- Identified inefficiencies in logic, syntax, and data handling
- Evaluated data accuracy and integrity to ensure reliable insights for stakeholders.
- Developed comprehensive reports that guided strategic decision-making processes.
Retail Sales Associate
Mavens Group
03.2025 - 12.2025
- Provided customer-focused sales support in a high-performance retail environment
- Explained technical product features and assisted customers with informed purchasing decisions
- Managed POS systems and ensured transaction accuracy
- Strengthened communication, persuasion, and problem-resolution skills
- Consistently met and exceeded weekly performance targets
- Led daily floor briefings with sales and stock teams to align priorities and resolve bottlenecks, enabling smoother service flow and faster issue resolution.
- Coached new hires on product knowledge and customer interaction techniques, accelerating team competency and sustaining consistent service levels during peak periods.
- Build small scripts or tools
- Work with CRM or POS systems technically
- Automate anything
- Analyze sales data
- Help troubleshoot tech issues in-store
- Analyzed sales performance data using structured reporting tools
- Assisted in troubleshooting POS system software issues
- Applied analytical problem-solving to optimize operational workflows
- Interpreted system-generated reports to support business decision-making
Assistant Technology Instructor
SeniorLift
05.2023 - 08.2024
- Delivered individualized technical support for desktops, tablets, and smartphones
- Configured secure Wi-Fi networks, printers, and email systems
- Educated users on phishing prevention and password security practices
- Simplified technical concepts for non-technical audiences
- Designed hands-on lab exercises and interactive modules to accelerate trainee skill acquisition, producing noticeable gains in practical competency and course completion rates.
- Facilitated cross-department workshops to align curriculum with service needs, improving learner relevance and strengthening team knowledge transfer.
- Assessed training gaps through learner feedback and performance reviews, then revised lesson plans to achieve measurable improvements in task proficiency.
Help Desk Technician
Neumann University
08.2023 - 05.2024
- Delivered Tier 1 support to 100+ users across campus departments
- Managed user provisioning and password resets in Active Directory
- Installed, configured, and imaged Windows workstations
- Troubleshot DNS, DHCP, and wireless authentication issues
- Documented support tickets and maintained resolution tracking
- Spearheaded rollout of a campus-wide self-service portal to decrease routine IT requests, improving user autonomy and freeing staff for complex incidents.
- Coordinated cross-department change windows with faculty and facilities to deploy upgrades with minimal class disruption and clear stakeholder communication.
- Diagnosed recurring application failures through log correlation and root-cause analysis, enabling targeted fixes and noticeable stability gains.
IT Operations Associate (Systems Support)
Amazon Fulfillment Center
Middletown, DE
06.2021 - 08.2022
- Coordinated cross-shift knowledge transfers and updated runbooks to ensure consistent troubleshooting methods and smoother shift handovers.
- Developed lightweight diagnostic toolkits for frontline staff, empowering faster on-site triage and minimizing dependency on specialist interventions.
- Analyzed log patterns and alert trends to refine escalation criteria, reducing unnecessary handoffs and improving incident clarity for responders.
- Provided hands-on mentoring to new operators on tool usage and incident procedure, improving team confidence and reliability during busy cycles.
IT Lab Assistant
Neumann University
08.2020 - 05.2021
- Assisted with server configuration and SQL database lab environments
- Supported endpoint troubleshooting and classroom technology setup
- Participated in hands-on networking and operating system projects
- Audited lab equipment and documented configuration gaps to prioritize fixes, enabling more reliable hands-on sessions and reduced setup delays.
- Coordinated with faculty to align lab exercises to course objectives, ensuring practical exercises reinforced lecture outcomes and student comprehension.
- Designed step-by-step lab guides and visual aids to streamline student onboarding, improving session flow and lowering instructor intervention.
- Developed and tested Java applications as part of systems coursework
- Built and queried SQL databases for lab projects
- Assisted in debugging Java-based assignments and database connections
- Configured development environments for programming coursework
- Developed Java-based applications using object-oriented programming principles
- Built and tested SQL queries for relational database lab projects
- Participated in team-based software development projects following SDLC phases
- Utilized GitHub for version control, including branching and pull request workflows
- Assisted in debugging application logic and resolving syntax/runtime errors
- Configured development environments for Java and database coursework
- Implemented CRUD operations within structured database systems
- Supported front-end development projects using HTML and CSS
Education
B.S. - Computer & Information Systems
Neumann University
Aston, PA01.2024
Skills
- Microsoft 365
- Windows 10/11, Windows Server, TCP/IP, DNS, DHCP,
- SQL, MySQL, Linux, Remote Desktop, MySQL (Beginner), Microsoft SQL Server (Beginner)
- System Imaging, Hardware Troubleshooting, Technical Writing, Data Analysis, Problem Solving
- Project Management, Cloud Solutions, Network Security, User Training, Git / GitHub (Beginner),
- Version Control & Branching (Novice), Pull Requests & Code Review Workflows (Beginner),
- Java scripting (Beginner), Java coding (Beginner), Java (Object-Oriented Programming) (Beginner),
- Basic Python (Beginner), HTML (Beginner), CSS (Beginner),
- Relational Database Design (Beginner), Branching & Pull Requests (Beginner),
- Software Development Lifecycle (SDLC) (Beginner), Agile Methodologies (Beginner), Code Review Processes (Beginner), Debugging & Testing (Beginner), Active Directory (Beginner),
Certification
- COMPTIA NETWORK+ Neumann University
- SOFTWARE DEVELOPMENT Aug 2020 - May 2022 Neumann University
- DATABASE MANAGEMENT Aug 2023 - May 2024 Neumann University
- OPERATING SYSTEMS/NETWORKING Aug 2023 - May 2024 Neumann University
Timeline
Retail Sales Associate
Mavens Group
03.2025 - 12.2025
Help Desk Technician
Neumann University
08.2023 - 05.2024
AI Technical Evaluator
Outlier.ai
05.2023 - Current
Assistant Technology Instructor
SeniorLift
05.2023 - 08.2024
IT Operations Associate (Systems Support)
Amazon Fulfillment Center
06.2021 - 08.2022
IT Lab Assistant
Neumann University
08.2020 - 05.2021
B.S. - Computer & Information Systems
Neumann University