Theophilus Jones

• Increased efficiency by streamlining data analysis processes and implementing automation tools.
• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
• Identified and resolved problems through root cause analysis and research.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.

• Streamlined desktop support processes by implementing efficient ticketing system and prioritizing tasks.
• Reduced downtime for employees by swiftly resolving technical issues and providing timely assistance.
• Collaborated with IT team to plan and execute hardware upgrades, ensuring seamless transitions for endusers.
• Developed comprehensive documentation for common troubleshooting procedures, expediting resolution time.
• Assisted in the deployment of new applications by testing compatibility with existing systems and providing user training when necessary.
• Implemented remote access tools to provide off-site support for remote employees, increasing their productivity levels while reducing travel costs for the company.
• Led a successful migration project from Windows 7 to Windows 10 operating system within specified timeline parameters without disrupting business operations or user workflows.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed and configured operating systems and applications.

• Enhanced end-user satisfaction by providing timely and efficient desktop support services.
• Reduced downtime for employees by promptly resolving technical issues and maintaining hardware performance.
• Improved system stability with consistent software updates, patch installations, and routine maintenance tasks.
• Collaborated with IT team members on various projects, ensuring seamless integration of new hardware and software solutions.
• Provided remote support to offsite employees, ensuring consistent access to critical systems and applications.
• Diagnosed and troubleshot hardware, software and network issues.
• Configured hardware, devices, and software to set up work stations for employees.
• Tested new software and hardware prior to deployment.

• Established strong working relationships with external research partners, ensuring seamless execution of projects and timely delivery of results.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established team priorities, maintained schedules and monitored performance.
• Assisted in organizing and overseeing assignments to drive operational excellence.

Travel to locations in North America to support and migration of users form Windows XP to Windows 7.

Work in Active Directory to setup accounts add/remove users and help with changing password.

Provided timely and professional resolution of user requests for help and other services, provide technical support of end users. Desktop support and server operating systems at remote sites, Printer and telephony support

Support/ Maintain & Troubleshoot Server 2004 & 2000 problems with 1000 servers on the network. Install & Maintain Software Programs like Expert Update; to update all the servers in the network with the last patches from Microsoft and Project Server; to manage all the projects that are going on in the department; Installed and maintain new programs that enhanced and updated the current system.

• Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.
• Processed requests for service from internal and external customers.
• Retrieved information and performed data entry using appropriate computer programs.
• Supported efficient use of available computer terminals and network access by coordinating schedules.
• Support /Maintain & Troubleshoot NT & UNIX Servers Systems logged all System Problems with IBM – DPU Systems/ Maintain accurate account of all Back-Up Logs/ Printer Operations of IBM 2050/2140/4245-20