Ralph Jones

Work History

Program Analyst and Pastor

Church of the Brethren

09.1978 - 05.2009

Creation of websites and pages advertising groups, missions, and causes
Collecting, analyzing, and organizing data associated with recruitment and support of persons in local and regional settings.
Analyzed unstructured information to derive key insights.
Reviewed program implementation plans to assess risk and feasibility.
Led change management initiatives to ensure smooth transitions during periods of organizational growth or restructuring.

Desktop Support Analyst

Apex Systems \ Atrium Health System / Wake Forest Health System

11.2023 - Current

Provide excellent on-site customer service and support to all end-users
Work closely with project management and Epic application teams to understand Field Service support needs
Travel to site-specific hospitals and clinics to support the device mapping Inventory, hardware refresh deployments of equipment, Epic "TDR" script testing to ensure correct application installation and provide go-live support
Document with accuracy in the field for inventory and troubleshooting related activities
Testing workstations and peripheral devices, using Epic software modules and executing Epic test scripts, to ensure printing queues are created and printers are mapped to the correct workstations, and peripheral devices are working as expected
Imaging of thin clients in the field to iGel operating system
Imaging of iPhones for Rover deployment
Providing detailed information on assigned tasks including inventory, deployment, and testing results on each workstation or device, using Epic modules and Epic test script outputs, to ensure proper and efficient turnaround times for failure troubleshooting and resolution
Understand expected result and document failures effectively based on test script requirements
Utilize MS Office 365, ServiceNow, and other tools like MS Visio to plan and evaluate hardware and software needs across the organization
Troubleshoot and support clinical, business, and IT staff on Ad-Hoc basis
Potential transport of IT equipment utilizing consultant technician's personal vehicle to offsite locations (small peripheral devices to be deployed in offsite clinics)

Program Board Chair and Coordinator

Virlina District Church Of The Brethren

12.1990 - 12.2005

Guided the development of new programs, enhancing organizational impact on target populations.
Arranged schedules and locations for board meetings, prepared documents and visual presentations for board meetings.
Arranged travel schedules for national meetings.
Leveraged community outreach campaigns effectively boosting brand recognition.
Spearheaded fundraising efforts to increase revenue streams and support mission programs expansion.
Mediated conflicts between mission committees as needed while promoting a healthy working environment based on mutual respect.

IT Operations Specialist

Apex Systems\Advance Auto Parts

01.2022 - 04.2023

Image / deploy Windows 10 to desktop PC's and laptops for 8,000+ users
Provide excellent end-to-end service
Coordinate planning and strategy with Windows 10 project manager and migration team
Serve as Secretary of the Remote Deployment Team
Prepare Word and Excel documentation for progress reporting of project
Use SCCM and Active Directory to identify software to be installed / reinstalled software as needed
Install and configure miscellaneous software and hardware
Troubleshoot and resolve issues as needed.

Windows 10 Migration Technician

Apex Systems\Centra HealthCare

08.2020 - 12.2021

Image pcs and laptops
Perform migrations of Windows 7 to Windows 10 using Windows 10 Migration Team deployment routine
Schedule migrations with users and provide excellent end-to-end service
Coordinate with the Project Manager and Windows 10 Migration Team regarding planning and strategy
Evaluate software inventory and coordinate with the Project Manager to verify licensing
Reinstall software as needed
Deliver migrated asset to the user and provide high-level training and tips & tricks
Provide post-migration support
Resolve issues as needed
Use understanding of Operating System Deployment and Migration
Employ understanding of Microsoft environment/network including Active Directory, servers, operating systems, and common business software/applications in deployment
Do equipment pick-up and disassembly
Perform miscellaneous software & hardware installs, configuration of Windows PC's
Work with electronics, alarm systems, audio video system, routers, networking, and Wi-Fi
Install MFA software and assist dozens of users to set up accounts using multiple authentication methods
Project Rivermen: January / February 2021 - decommissioned and reimaged several hundred pcs and laptops in 11 locations throughout Virginia
Project Tiger: October / November 2021 - decommissioned and reimaged 100+ pcs and laptops in 4 locations in central Virginia

Substitute Administrative Secretary

Roanoke County Administrator

09.2018 - 10.2018

Handled sensitive information with discretion while maintaining confidentiality of executive correspondence, financial records, and personnel matters.
Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Enhanced executive productivity by efficiently managing schedules, travel arrangements, and meeting coordination.

Senior Service Desk Representative / Project Coordinator

NewBold Corporation, Inc

08.2013 - 07.2016

Tracking problems, escalating, and solving quickly at any location across the Americas
Contributed to the development of a robust knowledge base, authoring articles on common issues and solutions for quick reference by colleagues.
Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all customers.
Project coordination of international retail services network updates
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.

IT Infrastructure and Compliance Technician

TEK Systems \ Reynolds American Incorporated

04.2023 - 09.2023

Offboarding/termination user computers by restoring system to base configuration, upgrade to current standards and prepare for redeployment
Onboard new employees by connecting the computers physical components and configuring the operating system to access network which may include upgrading the hardware and software
Determine which software, tools and access rights new hires need based on business divisions systems requirements
Serve as the point of contact for customers seeking technical assistance through our helpdesk ticketing system
Direct New Tickets to the appropriate IT support resource
Direct unresolved issues to the next level of support personnel
Respond to tickets either in person, email or over the phone
Provide technical assistance, support and resolution for tickets, queries and issues related to computer systems, software, and hardware
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Install, modify, upgrade, build and repair computer hardware and software
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
Provide accurate information and recommendations on IT products or services
Record events and problems and their resolution in helpdesk system
Follow-up with users and update status and information in helpdesk
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and make recommendations on procedure improvements
Assist with onboarding of new users
Educate and/or train users on basic functionality and navigation on their computer systems
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.

Customer Service Representative

Orvis

10.2019 - 08.2021

Assist callers to place orders for retail items
Set up shipping options to single and multiple location for customers as needed
Use phone, email, and sms chat to communicate with customers

Quality Assurance Technician

ReaderLink Distribution Services

03.2019 - 06.2019

Scan cartons by weight to confirm accuracy of order
Accurate carton book and media counts and labeling of boxes of incorrect orders by scanner and computer
Observe work safety practices
Promptly communicate abnormal conditions to team lead and/or supervisor.

Plastics Production Quality Control

EldorUSA

01.2019 - 01.2019

Ensure that the product is conforming according to the specifications by defect discovery, separation, and reporting
Accurate part count tracking and labeling of boxes by keeping product qualities and semi-finished goods / material scraps at the target rates
Working in accordance with work safety and environmental standards
Effectively communicate abnormal conditions to supervisor
Obey working arrangement by area leader, shift leader and production manager.

Data Entry Technician

Delta Dental (Kelly Services)

11.2018 - 01.2019

98.5% accuracy @ 1100 keystrokes per minute on Data Entry and Order Processing
Word Processing (80 WPM) on Spreadsheet and Database Programs

Service Technician

Drafting and Technical Supply

03.2017 - 11.2017

Maximize equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction
Ability to troubleshoot and think independently
Mechanical and electrical aptitude and demonstrated skills
Knowledge of Basic Networking
Possess excellent customer service and communication skills
Complete all administrative aspects of the job on time and error-free
Provide accurate feedback with call close information, parts usage reporting and customer meter readings
Analyze customer needs, recognize business opportunities, and influence sales volume growth
Communicate and interact with customers, field service, sales, management, and administration in a way that is courteous, positive, and professional
Able to problem solve, conduct written and verbal communication, read and comprehend technical information.

IT Project Consultant

Robert Half Technology

09.2016 - 10.2016

11 onsite POS upgrades for Gander Mountain
Install sig cap hardware to pin pads
Access/update bios settings
Rename each machine
Access AD
Connect to servers and download POS upgrades
Confirm POS installations on each machine
Confirm POS peripherals; functions after upgrade

Technical Trending Specialist

DISH, Inc

01.2010 - 01.2013

Gathered and assisted in analysis of data affecting current and future satellite television performance
Inbound call advanced technical troubleshooting of satellite audio and visual equipment and related peripherals
Sales of products and the services associated with satellite television service.

Summary

Overview

Work History

Program Analyst and Pastor

Desktop Support Analyst

Program Board Chair and Coordinator

IT Operations Specialist

Windows 10 Migration Technician

Substitute Administrative Secretary

Senior Service Desk Representative / Project Coordinator

IT Infrastructure and Compliance Technician

Customer Service Representative

Quality Assurance Technician

Plastics Production Quality Control

Data Entry Technician

Service Technician

IT Project Consultant

Technical Trending Specialist

Education

Master of Divinity - Divinity

Bachelor of Arts - Music Education

Skills

Websites

Timeline

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