Jonathan Jones
Ayer,MA
Summary
Experienced IT Service Desk Manager with over a decade in dynamic technical environments, recognized for visionary leadership and enhancing customer satisfaction. Proven history of developing self-sufficient teams and driving positive outcomes while fostering a growth-oriented culture
Overview
13
13
years of professional experience
Work History
IT Service Desk and Office Experience Manager
ezCater
04.2022 - Current
- Developed high-performing team by providing coaching, mentoring, and regular performance feedback.
- Reduced time to first response to under half hour and average time to close tickets to under one hour, while consistently maintaining CSAT above 97% by optimizing workflows and building effective escalation policy.
- Implemented automation software to employee onboarding process which reduced time to successfully onboard employee by hours and eliminated follow up tickets for additional access needs from new hires.
- Overhauled legacy conference room technology, reducing conference room support tickets by 94% and significantly improving our hybrid workforce's meeting experience.
- Managed team of 8 Service Desk employees and 2 Office Experience staff, providing support for over 2000 employees.
Manager, IT Helpdesk
UMass Medical School
07.2020 - 04.2022
- Boosted team's first call resolution from sub 50% to over 75%, which also increased customer satisfaction consistently by 20% to 95% and reduced ticket resolution time from two hours to under one by securing additional tool access and training for the helpdesk.
- Launched live chat service, reducing phone wait times from 20 minutes to under 2 minutes, and created appointment-based support channel through MS Bookings for convenient support options.
- Integrated Helpdesk into key IT projects, such as Multi-Factor Authentication and Data Security, ensuring customer-centric approach.
- Served as point of contact for incident escalations, providing hands-on support and collaborating with internal IT teams as needed.
- Led team of 11 Help Desk employees supporting over 8000 employees.
Senior Enterprise Support Technician
UMass Medical School
11.2019 - 07.2020
- Provided comprehensive technical support, emphasizing world-class customer service, and achieved Customer Service Award based on volume and positive outcomes by providing personalized support to many who were new to working remotely.
- Before and during the Covid-19 shutdowns, regularly resolved 50+ calls and tickets per day.
- Trained and developed teammates on customer success, operational improvements, and policies & procedures.
Help Desk Representative
Optos Inc
02.2015 - 11.2019
- Resolved 20-40 tickets per day ranging from general troubleshooting, configuring new hire accounts and access, terminations, and equipment requests for both in-office and remote employees.
Validation Engineer
Optos Inc
01.2013 - 02.2015
- Created, tested, and validated the PC image for Optomap medical devices deployed to customer sites.
- Reduced installation time for field service engineers from hours to under 30 minutes by collaborating with their team to identify pain points and update the PC image
Technical Support Representative
Optos Inc
04.2012 - 01.2013
- Managed 50-60 daily customer inquiries via phone and email for medical device troubleshooting.
- Frequently chosen for high-value projects, delivering white-glove service to VIP customers.
Skills
- Team Leadership
- Staff Training and Development
- Continuous Improvement
- Service Level Management
- Problem-Solving
- Conflict Resolution
- Process Implementation
- Service Documentation
- Technical Troubleshooting
- Strategic Planning
- Cross-Functional Teamwork
www.linkedin.com/in/j-jones85
Technical Proficiencies
- Okta
- Google Suite
- MS Azure
- Nintex
- Glean
- Slack
- Zapier
- Formstack
- One Login / DUO / MFA
- LLM Prompt Engineering
Timeline
IT Service Desk and Office Experience Manager
ezCater
04.2022 - Current
Manager, IT Helpdesk
UMass Medical School
07.2020 - 04.2022
Senior Enterprise Support Technician
UMass Medical School
11.2019 - 07.2020
Help Desk Representative
Optos Inc
02.2015 - 11.2019
Validation Engineer
Optos Inc
01.2013 - 02.2015
Technical Support Representative
Optos Inc
04.2012 - 01.2013