Tiani Jones
**** ******** **. ************, ** **145
267-***-**** – acqkhk@r.postjobfree.com
Certifications
CompTIA A Plus
Apple Certified Macintosh Technician OS X 10.5
International Computer Drivers Licensed
ActivStudio Smart Board Certification
Pennsylvania State Driver’s License
Summary of Qualifications
Proficient at troubleshooting Windows, OSX, IOS, Android to 802.3 and 802.11 network communications.
Able to repair, install, upgrade, and maintain desktop and notebook computers as well as printers and etc.
Extensive knowledge of technology terms and developments.
Exceptional customer service skills, account management, follow up, and sales.
Excellent written and verbal communication skills.
Ability to instruct users with computer and presentation skills.
Ability to write engaging technical documents to assist users in software usage.
Professional Experience
Connectify
Technical/Customer Support Manager, Philadelphia, PA 1/2013 – Present
Receive customer support requests. Classify issues, diagnose problems and work with developers to resolve non-trivial issues.
Investigate problems by completing research and consulting with the team as necessary (including delegation and supervision of a case). Contribute findings to a common knowledge base.
Collaborate with management and engineering to resolve service issues and to produce bug fixes, patches, test cases as appropriate.
Gain subject matter expertise in one or more domains and keep on learning as products and services grow and evolve.
Ability to learn quickly, thrive on change and handle the pressure of a customer facing job with Service Level Agreements working on multiple cases as the subject matter expert and reporting to management.
Maintain interaction within Sales and Professional Services to ensure customer needs are met and growth opportunities are maximized.
Temple University
IT Consultant, Philadelphia, PA 9/2012 – 12/2012
Provide first level help desk support to university staff and students across 7 campus buildings and 2 separate campus locations apart of the College of Health Professions.
Answer help desk phones, resolving user problems and documented solutions in Remedy Ticketing System.
Troubleshoot hardware and software issues, updating and installing software of both MAC and PC computers/ computer peripherals.
Maintain computers, printers, and capture equipment (ECHO) in computer laboratories, classrooms, and conferencing areas.
Provided support for cellular phones and mobile devices such as iPhones, iPads, iPods, and etc.
School District of Philadelphia
Helpdesk Analyst, Philadelphia, PA 2/2010 – 6/2011
Provided assistance to over 10,000 plus employees of the Philadelphia School District as well as technical support for MAC and PC computers.
Provided helpdesk support to, end users, resolving layer 7 incidents by resetting, adding and deleting user accounts via terminal CLI for the school district of Philadelphia database mainframe.
Managing requests via help desk software, customer care, document preparation, and using technical tools such as Windows remote desktop, Apple remote desktop and UNIX terminals services
Community in Schools of Philadelphia, Inc.
Systems Administrator, Masterman High School, Philadelphia, PA 8/2009 – 2/2010
Served as the primary point of contact for as well as provided desktop support services to over 30+ staff members and classrooms in a primarily Mac OS environment
Performed maintenance in Open Directory, to include user accounts, machine availability, permissions and password resets
Managed Mac desktops and Mac laptops comprised of 17 to 32 computers, including a few PC as well, and performed database back ups
Performed data recovery in the event of corrupted OS
Hardware break fix for Mac computers, ordering parts and repairing them on-site
Education
Community College of Philadelphia: Some College Credits
Business Administration
Computer Information Science
Haverford High School: June 2008
High School Diploma
Technical Experience
OS/Platforms:
MS Windows XP/Vista/7/8/8.1, Mac OS, OSX Server, iOS, Android, Windows Mobile Phone 8,
Applications/Tools:
Active Directory, Open Directory, MS Office Suite, Windows Remote Desktop, Command Prompt, Terminal, Apple Remote Desktop, Server Admin, Adobe Flash/Photoshop/Illustrator, LogMeIn, Ghost, VMware, WinPE, Citrix, Remedy, Zendesk, HelpScout, Trac Ticket System, Tarantula, OpenVPN, Get Satisfaction, Ammyy, Team Viewer, HipChat, Asana,
Languages:
Ruby, HTML5, CSS3,
Hardware:
Network client configuration and setup, PC workstations peripherals and notebooks, Apple workstations peripherals and notebooks and more.