Summary
Overview
Work History
Education
Skills
Timeline
Generic

Walter Jones

Bryans Road

Summary

Adaptable IT professional with expertise in swift issue resolution, top-notch troubleshooting, and meticulous attention to detail. Highly motivated with exceptional interpersonal skills. Seeking a role to contribute technical expertise and enhance IT efficiency.

Overview

9
9
years of professional experience

Work History

Desktop Support Specialist

BL Technical Services
01.2024 - Current
  • Manage user accounts, permissions, and access rights within Active Directory and Microsoft365.
  • Diagnose and resolve technical problems related to hardware, software, and network connectivity.
  • Conduct system updates, patches, and upgrades to enhance security and performance, while minimizing downtime.
  • Ensure compliance with company IT policies, procedures, and standards.
  • Conduct on-site visits to client locations, facilitating the installation, repair, and configuration of a wide spectrum of IT equipment, encompassing networking devices, printers, and audiovisual (AV) equipment. Diligently guarantee seamless functionality and peak performance across all systems.

Jr System Administrator

Cerium Technology
02.2023 - 10.2023
  • Managed 250-300 user accounts, permissions, and passwords, and implemented efficient group policies for streamlined operations.
  • Managed server administration, including user/group management, security oversight, group policies, print services, event log investigation, and resource monitoring.
  • Developed detailed configuration guides for seamless deployment of desktops, laptops, and mobile devices, ensuring comprehensive and user-friendly documentation.
  • Managed Android devices efficiently, utilizing Intune for approved application deployment, showcasing mobile device management expertise, and enhancing organizational security and efficiency.
  • Tailored SharePoint folders to meet customer specifications, expertly assigning and managing permissions for optimized collaboration and data access.
  • Assisted in the implementation of security best practices, including regular system updates and patches every Thursday-Friday.

Desktop Support Specialist

LCG/National Institute of Dental and Craniofacial Research
06.2022 - 02.2023
  • Delivered expert-level end-user troubleshooting and support to client staff, encompassing a diverse range of devices such as desktops, laptops, iMacs, and MacBooks.
  • Played a pivotal role in the NIDCR refresh project, expertly handling imaging, encryption, and seamless data transfer for a cohort of 15-30 end users.
  • Handled deployment of iOS devices, assisting with activation and enrollment to ensure smooth setup and functionality for end users
  • Meticulously set up conference rooms for seamless functionality of AV equipment, lighting, and layout. Conducted walkthroughs to ensure optimal presentation environments, emphasizing a commitment to detail and client satisfaction.
  • Provided support to users by assisting with a wide range of technical issues, including troubleshooting problems related to software applications, computer hardware, and network connectivity. Collaborated with team members to ensure timely resolution and clear communication throughout the support process.

Senior Helpdesk Technician III

Cerium Technology
10.2021 - 06.2022
  • Streamlined user access management by efficiently creating new accounts, resetting passwords, and configuring server and file management software access for enhanced user efficiency.
  • Administered and added users to requested Azure enterprise applications, ensuring seamless integration and user access in line with organizational requirements.
  • Managed Microsoft licensing allocation and implemented customized mail flow rules based on user requests, optimizing software resources and enhancing email management efficiency.
  • Conducted hardware replacements, rigorously tested software, and delivered top-tier customer service to a diverse clientele of over 300, ensuring optimal functionality and client satisfaction.
  • Expertly configured DNS settings and assigned Static IP addresses, contributing to a robust and reliable network infrastructure.
  • Delivered proficient data and profile recovery services, ensuring the seamless retrieval of essential information for users.

Tier II Help Desk Analyst/Queue Manager

MIL Corporation/Library of Congress
05.2018 - 02.2020
  • Partnered with Tier III help desk peers to resolve complex problems that required escalation.
  • Conducted in-depth diagnosis, troubleshooting, and resolution of a diverse spectrum of software, hardware, and connectivity issues, showcasing a versatile skill set in problem-solving and technical proficiency.
  • Deployed software daily through SCCM, Software Center, and PowerShell.
  • Effectively managed the queue, adeptly assigning incidents to appropriate resources to ensure timely resolution and compliance with response time SLA.
  • Generated daily reports detailing comprehensive insights into Incidents, Change, and Problem tickets, along with a thorough analysis of SLA status, showcasing a commitment to real-time tracking and strategic decision-making.
  • Coordinated the setup of conference rooms throughout the Library of Congress, ensuring meticulous arrangements for microphone checks to guarantee optimal audio functionality.
  • Configured new employee workstations, including all hardware, software, and peripheral devices.
  • Provided customer support and technical support to 20-30 customers daily.

Industrial Electrical Technician

ComRent International
11.2017 - 05.2018
  • Deciphered electrical formulas required to determine load bank capacities, power distribution, and cable ampacity.
  • Analyzed data from testing to establish optimal parameters for rental equipment, demonstrating a keen ability to interpret and apply test results for enhanced performance.
  • Conducted on-site equipment installations, offering meticulous layout planning and technical support for rental gear to ensure seamless operations.
  • Translated blueprints, schematics, drawings, and layouts into actionable steps to successfully complete repairs with precision and accuracy.
  • Utilized volt and ohm meters, meggers, IC testers, and dial indicators to obtain precise measurements and readings, showcasing proficiency in diverse testing equipment for accurate diagnostics.
  • Implemented vast knowledge of electronics principles to resolve complex electrical problems.

Engineering Technician

Dlhbowles
10.2016 - 11.2017
  • Recorded data daily and provided real-time independent observations on projects.
  • Conducted thorough process diagnostics to identify and eliminate quality issues, resulting in reduced cycle times and enhanced operational efficiency.
  • Managed engineering projects; generated and maintained design drawings, statements of work, specifications, and cost estimates.
  • Provided necessary interpretation of testing curriculums as well as creating curriculums for modifying and evaluating product reliability and performance for the specialty product group.
  • Worked out written presentations as well as oral reports on various test results or proposals for changing the design.
  • Methodically organized, analyzed, and crafted technical testing reports in Excel, showcasing a keen attention to detail and proficiency in presenting technical data.
  • Led and oversaw specialized projects and testing initiatives for Air Wick, demonstrating leadership and expertise in driving successful outcomes.

Education

Associate of Applied Science - Electrical Engineering

ITT Technical Institute
Springfield, VA
06-2015

Skills

  • LAN/WAN
  • VPN/Remote Connectivity
  • TCP/IP
  • Router Configuration
  • Static IP Setup
  • DNS Configuration
  • Network Configuration
  • System Diagnostics
  • Troubleshooting and Diagnostics
  • Device Configuration
  • System Administration
  • Windows Computer Proficiency
  • MacOS Proficiency
  • Microsoft Office Suite
  • Registry Editor
  • SharePoint Management
  • Active Directory (AD)
  • Azure Active Directory (Azure AD)
  • PowerShell
  • ServiceNow
  • Ivanti Management Console
  • JAMF
  • Addigy
  • Mobile Device Management (MDM)
  • AD/Azure Permission Management
  • Analytical Thinking
  • Critical Thinking
  • Communication Skills
  • Interpersonal Communication
  • Customer Service
  • Leadership
  • Innovative Problem Solving
  • Eagerness to Master New Information

Timeline

Desktop Support Specialist

BL Technical Services
01.2024 - Current

Jr System Administrator

Cerium Technology
02.2023 - 10.2023

Desktop Support Specialist

LCG/National Institute of Dental and Craniofacial Research
06.2022 - 02.2023

Senior Helpdesk Technician III

Cerium Technology
10.2021 - 06.2022

Tier II Help Desk Analyst/Queue Manager

MIL Corporation/Library of Congress
05.2018 - 02.2020

Industrial Electrical Technician

ComRent International
11.2017 - 05.2018

Engineering Technician

Dlhbowles
10.2016 - 11.2017

Associate of Applied Science - Electrical Engineering

ITT Technical Institute

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