Customer Service Management
Resume:
Andrew C. Jones
******@*****.***
WORK EXPERIENCE
Ram Realty Services
Palm Beach Gardens, FL
September 2012 – January 2013
IT Technician
• Support of 40 plus corporate users as well as 10 multi-state remote locations
consisting of corporate, commercial and residential offices, including setup of all
hardware and software at each location.
• Extensive knowledge and support of Microsoft Office and Windows XP and 7 to
provide quality customer service to maximize productivity and efficiency.
• Manage server accounts, backups, permissions, security standards and
troubleshooting issues pertaining to file servers, both Windows and Citrix.
• Administered all aspects of active directory infrastructure and exchange
management.
• Initiated a ticketing system to better track and resolve customer issues.
• Instituted forms and documentation for consistency for day-to-day operations.
• Responsible for patching, upgrading and best business practice for overall IT
environment including setup of workstations both hardware and software.
• Management of all related IT contracts and agreements with vendors including
hardware and software acquisition, ISP providers and cellular contracts.
South Florida Water Management District
West Palm Beach, FL
April 2005 – September 2012
IT Technician
• Responsible for supporting user requests and troubleshooting technical problems
in a 2000+ user multisite environment.
• Manage different UNIX and Windows accounts including group permissions,
Exchange 2003 and 2010 mailboxes as well as Microsoft Active Directory account
properties.
Complete support for hardware, software, networking, and other computer-related
technologies including a number of applications installed both locally and through
Citrix.
• Work with different groups inside the organization to resolve day-to-day technical
issues and user requests. Log, track, resolve and escalate calls using problem
management database (Remedy) and maintain records and related problem
documentation for future use. Proactive maintenance and troubleshooting for
network and desktop systems.
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Andrew C. Jones
• Research current standards and improvements in computer systems and
equipment in an environment with limited standardization and multiple platforms.
The JBG Companies, LLC
Chevy Chase, MD
January 2003 – April 2005
PC Analyst
• Provided complete hardware/software desktop support, user account, file & print,
daily operations, backup, monitoring, troubleshooting, in addition to other
administrative responsibilities in compliance with corporate security standards and
practices.
• Installed and tested the workstations, cabling, network devices, and establish an
environment conducive to productivity. This included all requisite switches, routers,
firewall, clients, and snap servers.
• Functioned as the single point of contact for all outside vendors, service providers,
and contracted companies; included research, scheduling and supervision.
• Ordering of equipment, supplies, billing, inventory, tracking and warranty support.
• Evaluated and recommended solutions to solve practical problems and deal with a
variety of concrete variables in situations where only limited standardization
existed.
• Lead Hardware/software training and established good housekeeping practices
through policies and documentation.
• Managed, maintained and purchased all copy center equipment including copiers,
facsimile machines, printers, scanners and supplies. As well, setup billing, service,
supplies and training for this equipment.
• Selection, setup and support of conference room presentation equipment and A/V
systems including plasma/LCD televisions and telephony.
• Researched more current improvements and developments in computer systems
and equipment to better increase business productivity.
Self Employed Consulting – Residential and Commercial
July 1999 – Present
System Administrator – PC Analyst
• Provide setup, management and support to home and retail clients.
Included development, configuration and implementation of networks, and stand-
alone workstations within fast paced environments prone to abuse.
• Support and design systems and/or networks for accounting, digital
imaging, education, gaming and home office. Consulting on purchases of
hardware, software, ISP and warranty terms.
• Ensure compliance of all necessary hardware and software. Updates
(BIOS, drivers, OS and software), backed up and locked-down workstations and
networks
• Cabling, cable management and wireless setup. Hardware and software
upgrades.
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Andrew C. Jones
• General research, troubleshooting and data management as well as
documentation and labeling of network cabling and network devices.
• Security for home, retail and commercial clients including firewall
protection, spy-ware scan, and virus scan.
TECHNICAL SKILLS
• Operating Systems: Windows 7 and XP, Apple OSX, UNIX
• Software Applications: Office 2003-2010, Adobe Acrobat, Adobe Photoshop and
Elements, Apple, Alteris, Argus, AVG, Blackberry, Citrix, Connected, DNA, E-Copy,
Firefox, GetDataBack, Landesk, McAfee, Norton Antivirus and Ghost, Pc Cop,
SAP, Quicken, Remedy, RightFax, Roxio, Track-It, Trillian, Visio, VoloView, IE,
Netscape.
• Hardware: Complete workstation, notebook and peripheral knowledge
(manufacturers include Dell, HP and Gateway). Apple, Blackberry, HP and various
handheld and cellular devices. Polycom and Tandberg video conferencing and
telephony equipment. Dell and In-Focus projectors, Digital photography and
imaging equipment including cameras, memory, printers and scanners. MFP
support for Toshiba, HP, Canon, Brother, Epson, and Xerox.
• Systems Administration: Microsoft Active Directory, Microsoft Exchange 2010
and 2007, domain creation, drive mapping, DNS, DHCP, file servers, TCP/IP,
Novell, Netware, RAID, Remote Desktop, UNIX, User Manager, VNC, VPN.
• Networking: Cisco routers and switches, cabling, cable management, home and
small business use routers (D-Link, Lynksys, Netopia, Netgear), IP video, IP
phone, print servers, Snap servers, and wireless setup. CAT6 cabling installation
and termination.
CERTIFICATIONS
• Comptia: A+ Core and OS
• Cisco: CCNA (in progress)
EDUCATION
• University of Massachusetts, Boston, MA
• ASM Educational Center, Inc., College Park, MD
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