Customer Service and Customer Support

GINA JONES

Loganville, GA 404-***-**** https://www.linkedin.com/in/gina-jones-a6621b8/ ********@*******.***

Summary

Customer-focused information technology professional with broad knowledge in a wide range of hardware and software. A skilled troubleshooter that is detail-oriented with excellent organizational, and communication skills. A self-starter and quick learner with a strong work ethic and strong analytical skills.

EXPERIENCE

Hewlett Packard Enterprise/HP, Inc./Compaq/Digital Equipment Corporation, Alpharetta, GA

Technical Solutions Consultant III 2002-2017

Level two support on OpenVMS operating system, on a variety of platforms (such as HP Itaniums, Superdomes,

DEC Alphas, DEC VAX, Compaq DL360 family, C-class blades).

Remote support service delivery which included product specialization in OpenVMS System Management for backup and

restores, upgrades and installation, print and batch queues, user authorization management, networking (DECnet/TCPIP) and

system security. 90% of calls resolved/closed, 10% of calls elevated to engineering for resolution/patch.

Created cases/tickets via Salesforce.

Supported 25+ customers on HPE-SIM (Systems Insight Manager), in an OpenVMS and Windows 2003/2008 environment

to monitor/manager servers (HP ProLiant, HP BladeSystem, and Integrity). SQL express DB. SQL queries on DB. Single management view for Microsoft Windows, HP-UX 11i, and OpenVMS servers. Communication Protocol: HTTP/HTTPS, SNMP, WBEM/SSL/SSH

SMH configuration and SNMP agent configuration on HP-UX, OpenVMS and Windows servers.

Accomplishment: Product CoE - Engineer of the Month – January 2017

Accomplishment: Maintained case update SLAs 100%

Accomplishment: Knowledge management Index met/exceeded goal of 6.0

Accomplishment: Call handling with 0 RONAs (roll over next available)

Accomplishment: HP certified system administrator – Operating System Certification

Accomplishment: Four (4) eAwards and two (2) Customer WOW letters

Accomplishment: Developed/delivered training for the Data Protector OpenVMS client

Software Support Engineer 1999-2002

Level 1.5 Support - handled 25+ customer calls daily via phone and/or email.

Identified by customers and team as strong resource for backup applications (SLS, ABS, NetBackup,

Data Protector, and Veritas).

Resolved cases with Backup issue on OpenVMS, Windows and UNIX (HP-UX) clients.

Authored Technical Articles 100% goal met.

Created cases/tickets via SR-Dash.

Accomplishment: Received three (3) customer WOW letters

Accomplishment: Wrote 12 new articles monthly and modified 22 articles quarterly

Accomplishment: Met/exceeded team metrics: >90% transfer met (< 2Hours), >80% resolution (< 7 days)

Computer Programmer 1999

Wrote code for statistical reports using Basic, RDB and SQL weekly for 6 months.

EDUCATION

Bachelor of Science, Mathematics and Information System Concentration

Georgia State University, Atlanta, GA

PROFESSIONAL AFFILIATIONS

Life member of Alpha Kappa Alpha Sorority, Inc. an organization that responds to the needs of others through comprehensive

Programs that serves local communities. Volunteer and Partner with community groups to serve underserved communities.

Position(s): Committee Chairman, Treasurer and Graduate Advisor

Planned and Facilitated Financial Seminar to the public

Planned and Facilitated Leadership Retreat

Developed Chapter’s 3 year Strategic Plan

Developed Chapter’s Foundation 3 year Strategic Plan

Liaison between the Regional Director and Undergraduate members at Mercer Univ. (Atlanta)

Schedule and Lead committee meetings

Provided Reports using Microsoft Office

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