Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Zachary Jones

Baltimore

Summary

IT-focused professional with a strong background in documentation, data entry, and electronic record systems from over 10 years in youth care. Skilled in using technology to support secure data management, communication, and compliance. Currently pursuing a degree in Applied Information Systems with a goal of transitioning into an IT role that leverages both technical and people-centered skills.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Help Desk Associate

Resources LLC
07.2022 - Current
  • Serve as the first contact with customers who need technical assistance via the phone or email
  • Perform troubleshooting using different diagnostic techniques
  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues
  • Provide needed information on IT products or services
  • Keep record of problems and their resolution
  • Provided front desk IT support, directing staff from various departments to appropriate resources.
  • Removed and documented hundreds of hard drives from laptops and PCs for secure disposal.
  • Assigned and set up laptops for employees across multiple departments.
  • Resolved minor technical issues, including dual-screen connectivity and laptop setups.
  • Reimaged laptops to maintain functionality and security standards.
  • Delivered on-site technical support to staff in office cubicles, enhancing workflow efficiency.

Child Care Professional

Board of ChildCare/ Everstand
06.2017 - 04.2025
  • Documented daily activities, incidents, and clinical updates using electronic health record (EHR) systems, ensuring accuracy and compliance with HIPAA standards.
  • Collaborated with interdisciplinary teams to streamline communication and maintain up-to-date digital records.
  • Applied trauma-informed care techniques to support youth with complex emotional and behavioral needs.
  • Provided tech-assisted reporting, data entry, and case tracking to support decision-making across teams.
  • Completed certifications in CPR, TCI, and medication administration; adhered to all digital and physical data privacy protocols.

IT Intern

Maryland Department of the Environment (MDE)
05.2023 - 09.2023
  • Managed and completed Excel-based projects to streamline department operations.

Education

Bachelor of Science - Applied Information Technology

University of Baltimore
Baltimore, MD

Associate of Applied Science - Computer Information Systems

Baltimore City Community College
Baltimore, MD
12.2020

Skills

  • Operating Systems: Windows, macOS, Linux, Android
  • Networking: Network configuration, wired networking, TCP/IP, network security, basic troubleshooting
  • Software & Tools: Microsoft Office Suite (Word, Excel, Outlook), Google Workspace, Electronic Health Records (EHR)
  • Hardware & Maintenance: Computer hardware, printers, cables/connectors, hardware/software troubleshooting
  • Systems & Administration: Active Directory, user account setup, system permissions, basic server knowledge
  • Data & Documentation: Accurate data entry, information tracking, HIPAA-compliant documentation
  • IT Fundamentals: Knowledge of cybersecurity, software installation, patch management, system updates
  • Customer Support: Technical assistance, problem-solving, remote/user support, help desk experience

Certification

  • Testout Network Pro
  • Certification Date: 2021-07-06 Candidate ID: 6-U6-49KH
  • Certificate ID: 6-1C6-DU97E

Timeline

IT Intern

Maryland Department of the Environment (MDE)
05.2023 - 09.2023

Help Desk Associate

Resources LLC
07.2022 - Current

Child Care Professional

Board of ChildCare/ Everstand
06.2017 - 04.2025

Associate of Applied Science - Computer Information Systems

Baltimore City Community College

Bachelor of Science - Applied Information Technology

University of Baltimore

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