Kristina Jones
Services Engineer II
Savannah,GA
Summary
Experienced professional proficient in diagnosing and resolving computer hardware and software issues within customer-centric settings. Possesses in-depth expertise in standard operating systems, networking protocols, and technical support protocols. Capable of effectively identifying and solving intricate technical challenges.
Overview
23
23
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Services Engineer II
Wayfair
Savannah, GA
03.2021 - Current
- Leads and manages all ServiceNow Citizen Developer initiatives for the Warehouse Information Technology Support workgroup, to include creating innovative flows for automation within the ServiceNow platform as well as creating forms and portal design.
- Has discernment to know when to escalate critical issues and monitors progress throughout escalation process until resolution has been reached
- Continues to lead daily stand-up meetings with team and attends operation start up meetings
- Creates standard operating procedures and workflows for engineers across network.
- Participates in various network projects such as switch power redundancy upgrades of hardware equipment.
- Works cross-functionally within organization and external partners, integrators and vendors.
- Developed process improvements to increase reliability and equipment performance.
- Analyzes, troubleshoots and diagnoses problems and provided prompt repair and solutions.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Escalates and re-produces problem to internal development sources to reach solution.
- Reviews technical documentation to complete equipment maintenance and repair.
Services Engineer
Wayfair
Savannah, GA
07.2019 - 03.2021
- Provides first level IT support to end users within warehouse environment
- Support types include G Suite, Active Directory user account management, troubleshooting various technological equipment to include workstations, laptops, and printers, network connectivity, and WMS support
- Utilizes SQL to troubleshoot database errors and to solve logistic issues for warehouse staff
- Uses SCCM to image workstations via PXE as needed
- Monitors and responds to service requests via walk-in service, email, or ticketing system
- Closes average of 5 tickets per day with positive resolution
- Provides documentation for each ticket and tracks tickets for responses from end users to ensure satisfaction with provided resolutions
- Leads daily stand-up meetings for regional team
- Provides innovation and results through label printing project which allows operations to operate more efficiently.
Field Service Technician
CompuCom
Savannah, GA
09.2017 - 07.2019
- Acted as a Liaison between CompuCom Systems Inc
- And Target Distribution Centers providing onsite technical support using ServiceNow ticketing system
- Played an intricate role in migrating two distribution centers from a Windows 7 environment to a Windows 10 environment
- Authored technical guide to assist in configuring Java platform for use with a proprietary software suite utilized by one of the Target Distribution Centers
- Assisted field services team in providing onsite break/fix services for various enterprise clients
- Break/fix services provided include repairing Lexmark MFPs; replacing various computer components; reimaging laptops, workstations, and POS systems; and replacing server components to include hard drives and motherboards
- Maintains detailed notes on services provided and returns parts to assigned vendors.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
Field Technician
Unisys, Dell
Hilton Head Island, SC
06.2017 - 09.2017
- Provided onsite, break/fix services for Beaufort County Schools in Hilton Head Island, SC
- Involved with troubleshooting end user devices, submitting part requests, and repairing devices.
Customer Engineer
NCR
Savannah, GA
10.2016 - 06.2017
- Provided POS break/fix repairs for a multinational corporation
- Maintained accurate records of inventory and details on what services were performed
- Worked with remote support to deploy various updates to systems.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service
Search Engine Evaluator
Independent Contractor
Tacoma, WA
06.2009 - 12.2012
- Evaluated queries and results to improve algorithms utilized by major search engine
- Checked and evaluated website content for quality, relevancy, and usefulness
- Evaluated and analyzed search results according to guidelines and best practices.
25U Signal Support Systems Specialist
US Army
Fort Polk, LA
06.2001 - 08.2003
- Provided maintenance and technical assistance to commanders and staff in regards to signal support systems.
- Supervised and assisted with battlefield signal support systems and terminal devices.
- Handled all troubleshooting tasks for signal support services, which included radio, wire and battlefield automated systems.
- Devised communications shop inventory system with accurate record keeping
- Equipped, managed, and resolved signal support equipment and terminal devices
- Intricate member of the RETRANS team and served as RETRANS team driver
- Conducted preventive maintenance on assigned devices and vehicles
- Served as the communications representative for two of the squadron’s line troops
- Held Secret security clearance for handling sensitive items and radio COMSEC.
- Educated equipment operators on proper use of equipment.
- Used information in technical diagrams, schematics and manuals to understand operations and make successful repairs.
Education
Master of Arts - Human Services Counseling
Liberty University
Lynchburg, VA 09.2014 - 05.2015
Bachelor of Science - Criminal Justice
Colorado Technical University
Colorado Springs, CO 11.2004 - 05.2006
Skills
Performance Optimization
Remote Diagnostics
Root cause analysis
Application support
Technical documents comprehension
Technical issues analysis
Customer relationship management
Desktop support
Certification
CompTIA A+
Timeline
CompTIA Data+
08-2021
Services Engineer II
Wayfair
03.2021 - Current
Services Engineer
Wayfair
07.2019 - 03.2021
Field Service Technician
CompuCom
09.2017 - 07.2019
Field Technician
Unisys, Dell
06.2017 - 09.2017
Customer Engineer
NCR
10.2016 - 06.2017
CompTIA A+
04-2016
Master of Arts - Human Services Counseling
Liberty University
09.2014 - 05.2015
Search Engine Evaluator
Independent Contractor
06.2009 - 12.2012
Bachelor of Science - Criminal Justice
Colorado Technical University
11.2004 - 05.2006
25U Signal Support Systems Specialist
US Army
06.2001 - 08.2003