Ryan J. Jones
Clayton,NC
Summary
Dynamic IT professional with extensive experience at Falls Lake Insurance Company, excelling in desktop support and team leadership. Proven expertise in SCCM imaging and technical troubleshooting, driving efficiency and user satisfaction. Adept at training new technicians and documenting processes, ensuring seamless operations across multiple sites.
Overview
29
29
years of professional experience
Work History
EUS II, Senior Desktop Support
Falls Lake Insurance Company
02.2018 - Current
- Maintain 700 end users across 5 sites and remote
- Use Bomgar to remotely support over 600 users
- Troubleshoot software and hardware problems internal and remotely
- Use SCCM to image new machines for deployment
- Work with DS to set up new user's accounts in AD and grant access needed
- Coordinated building access setup for new employees to ensure seamless onboarding
- Conducted training sessions for new technicians to enhance team capabilities
- Asset management with ServiceDesk
- Executed audiovisual setup and teardown for events to support successful presentations
- Team Lead and helped with senior level support
Lead technician
Premiere Communications
Raleigh, North Carolina
08.2017 - 02.2018
- Installed and tested infrastructure cabling, ensuring reliable connectivity for operations.
- Created and implemented audiovisual setups, enhancing clarity and engagement in presentations.
- Assigned jobs and tracked hours and billing for accurate project management.
Senior Desktop Support Specialist
Parata
Durham, North Carolina
10.2004 - 06.2017
- Desktop Supervisor
- Maintained a computer network with 500 computers
- Troubleshot software and hardware problems internal and remotely
- Used Ghost to image machines and UIU to maintain the images
- Team lead in implementation from Office 2003 to Office 2016
- Team lead in implementation from Symantec to Trend virus protection
- Team lead in implementation from Trend to Sophos virus protection
- Upgraded and maintained all on-site voice and data systems
- Coordinated rollout of new voice and database systems across both facilities, enhancing communication and data management
- Developed training procedures for employees on new voice and data systems, ensuring smooth transition and user proficiency
- Project and Visio
- Creating users in AD
- Print server admin
- Maintained security system and cameras for both sites
- Led relocation of company facilities across three locations over seven years, facilitating seamless operations and minimizing downtime
- Project Manager for the move between buildings
- Provided training for new technicians on company protocols and systems
Infrastructure Specialist
Celestica
Raleigh, North Carolina
06.1999 - 10.2004
- Led implementation of new company voice and database systems, improving operational readiness
- Upgraded and maintained all on-site voice and data systems
- Established network and phone system at new facility, facilitating effective communication
- Maintained a computer network with 140 computers and 15 servers
- Troubleshot software and hardware problems
- Upgraded software and researched solutions to enhance system performance
- Used Ghost to create image machines
- Team lead in move from Raleigh site to Morrisville
- Wrote procedures to train employees on the new and updated voice and data systems
Computer Lab Assistant
Wake Technical Community College
Raleigh, North Carolina
01.1998 - 07.1998
- Maintained two computer labs with Linux, Unix, and Windows workstations to ensure reliable access for students and faculty
- Installed and upgraded equipment to enhance lab capabilities and support user needs
- Supervised lab operations during instructor absences to ensure smooth functioning and user support
- Installed various software applications from AutoCAD to word processing
Education
B.S. - Computer Information Systems
North Carolina Wesleyan College
Rocky Mount, North Carolina01-2004
A.A.S. - Computer Engineering
Wake Technical Community College
Raleigh, North Carolina01-1999
Skills
- Training and Project Management
- Project Management, Network Infrastructure Support
- VoIP System Management
- Microsoft Access
- Cisco systems
- Desktop support
- Active Directory
- SCCM imaging
- Asset management
- Bomgar remote support
- Technical support
- User onboarding
- Network cabling
- Systems deployment
- Problem solving
- Team leadership
- User training
- Clear communication
- Technical Documentation
- Troubleshooting
- Organization
- Customer service
Timeline
EUS II, Senior Desktop Support
Falls Lake Insurance Company
02.2018 - Current
Lead technician
Premiere Communications
08.2017 - 02.2018
Senior Desktop Support Specialist
Parata
10.2004 - 06.2017
Infrastructure Specialist
Celestica
06.1999 - 10.2004
Computer Lab Assistant
Wake Technical Community College
01.1998 - 07.1998
B.S. - Computer Information Systems
North Carolina Wesleyan College
A.A.S. - Computer Engineering
Wake Technical Community College