Jon Wilson
Littleton,CO
Summary
Reliable and versatile Software Support Engineer ready to join a new team and support continuous integration and continuous deployment. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures. Positive attitude, team player, striving to become part of an award winning team!
Overview
5
5
years of professional experience
Work History
Software Support Engineer
BrightSign
08.2023 - Current
- Developed tools to lessen or eliminate operational burdens for external Partners, expediting initial development and software patch iterations.
- Support 3 Elite Tier Partners with 5,000 or more players in 3 or more locations
- Support 2 Premier Tier Partners with between 2,500-4,999 players at 2 or more locations
- Provided initial support on software tickets submitted for BrightAuthor:Connect, BrightSign OS, maintaining resolution rate of 98%.
- Applied knowledge of linux shell scripts to develop code for BrightSign OS, and cloud-based solutions and live services.
- Help grow the developer community through building technical resources and tools (APIs, Docs, References)
- Collaborate on the design, development, and testing during the lifecycle of custom projects with partners
- Build technical relationships in order to better guide partners during their development for BrightSign’s ecosystem
- Act as a filter on incoming partner issues to field, respond, debug and resolve issues
- Advocate for partners internally to reduce friction during integration
- Engage with Engineering Teams through a feedback loop on how to iterate upon the APIs and the ecosystem, making integration easier, faster, and cheaper for our partners
PC Technician Tier 2
Dish Network LLC
04.2022 - 08.2023
- Managed and resolved Service Now ticket queues, providing users with IT maintenance and software installations
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Recommended new and replacement hardware and software purchases.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software on Windows, Mac, and Linux systems.
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
- Performed installation, maintenance and repair for internal computer hardware(Windows, Mac, and Linux systems)and various software applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Coded websites using HTML, CSS, JavaScript, and jQuery languages.
- Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX, and JSON coding.
- Maintained internal signage sites, team sites.
- Deployed and maintained HTML based sites to other corporate headquarter locations.
- Developed a Progressive WebApp for internal use.
Lead Technician
Geek It Service
05.2019 - 11.2021
- Supervised end-user support efforts, designing policies to establish consistent service guidelines and reliable ticket resolution.
- Validated adherence to best practices, quality standards and customer specifications.
- Monitored and enforced safety measures to mitigate hazards.
- Repaired, upgraded and inspected electronics.
- Fostered relationships with internal and external customers.
- Monitored ticket resolution rates, confirming quick and effective technical service call outcomes.
- Tested components and systems to evaluate performance and identify concerns.
- Monitored spare parts inventory and addressed shortages with purchasing personnel.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Imaged and prepared new computers for customers
- Patiently walked individuals through basic troubleshooting tasks.
- Decommissioned outdated equipment, referring devices to appropriate recyclers or disposal personnel.
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
- Recovered critical information from data back ups to restore functionality.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Set up and maintained user accounts and client access.
- Performed troubleshooting to correct computer hardware and software malfunctions.
Education
Associate of Science - Computer Engineering Technology
Central Carolina Community College
Sanford, NC08.2019
Skills
- NodeJS
- TypeScript/JavaScript
- Distributed System Architecture
- Cloud Infrastructure
- Application Support
- Software Deployment
- CI/CD
- Software Integration
- Software Development
- Remote Support
- HTTP/REST
- CSS
- HTML
- Marketing
- G-Suite
- Python
- ServiceNow
Websites
Timeline
Software Support Engineer
BrightSign
08.2023 - Current
PC Technician Tier 2
Dish Network LLC
04.2022 - 08.2023
Lead Technician
Geek It Service
05.2019 - 11.2021
Associate of Science - Computer Engineering Technology
Central Carolina Community College