Manager Service

Cornell Francis Jones

Grand Prairie, TX *****

Cell 312-***-****

Email: *************@*****.***

Linkedin URL:https://www.linkedin.com/profile/view?id=135462276&trk=nav_responsive_tab_profile

SKILLS

*Laptop, Desktop and server management, *Detailed knowledge of most Windows based operating systems

*Meticulous troubleshooting and diagnostic skills, *Microsoft Office 2007/2010/2013 proficient, *SAP and Netweaver experience, *Dell and Toshiba Certified technintion*Active Directory, Microsoft Exchange, *WAN/WLAN/WAP, *Lesson Plan Creation certified, *Good oral and written communication, CompTIA A+, Working on CompTIA Security +, Network+, and ITIL Certifications.

PROVEN EXCELLENCE

Genesis Computer Solution

Owner Operator 2005 to Present

Supported Quest and Ameripath operations as a 2nd level service desk analyst.

Handling incoming calls from 1st level analyst

HP service manager to log income calls and escalated tickets.

Administrative use of the Active Directory and Exchange server access. Account creation and editing. Password expiration and change access.

Second level troubleshooting of Windows XP and 7. Altiris search,

Hard and Soft token information updating.

Acted as the liaison for 3rd party venders and management groups.

Teksystem

Dell Project installation / SouthWest Airline

Senior Technical Support Rep. 2013 to 2015t

Support for all SouthWest and AirTran employees and station locations.

Remedy and now Servce Now for ticket tracking

Serve as the primary contact for all calls.

Supporting MS Office 07, 10, Windows XP, 7, 8, 8.1, Mac access.

MS Exchange for email account and DL creation and support

Android, and iPhone / iPad setup and company software installation.

Dell and Toshiba certification for trouble shooting primary computer systems and printer systems. Parts and / or labor. Proprietary equipment.

Software servicing for ATP printer, Kiosk machines, Kronos, NetTracer, Navitaire, CS2, Amadeus, Altrea’ Password check, Active Directory, Oblix, and many others. Outlook support, VPN, RDP, Citrix access support, and ITIL processes.

CompuCom,

ITIL Incident Manager 2012 - 2013

Investigation, and coordination of support meetings, and follow through on high severity incidents i.e. those incidents that would have a very high to the global impact and effect on company business.

Issuing worldwide communication of actions and resolution of high severity issues.

Establishing the means to restore normal operations as rapidly as possible with the least possible impact on either the business or the users.

Wrote and approved knowledge base articles.

Quality Living Services,

IT Manager, and Lead Instructor 2007 - 2011

Active Directory in Windows Server 2003to create and maintain user accounts, and passwords within their Network Architecture.

Maintained all company computer systems, peripherals, A/V equipment, and other equipment used by the home office and residents properties.

Wrote quarterly grant information, assessments needed to maintain the program's operation.

Authorized all purchase requisitions for new and upgraded IT equipment and training material

Supervised the IT/training department staff.

Training instructor: Developed course curriculum by writing course lesson plans.

Conducted course training for the participants of the center and staff.

Monitored and observed all student progress in order to meet their changing and developing needs for instruction.

Philips Medical Service

Program Analyst 2006 - 2007

Assisted in the development of a mobile SAP service used on Toshiba tablet / laptop computers.

Supported over 200 field service and install engineers by phone and hands on.

Uses of NetWeaver for Middleware server support

Information logging using Siebel,

Clarify ticket tracking software

Traveled to various locations throughout the country to assist in training and maintenance of field equipment for engineers.

Monitoring of system in a Linux environment.

Greene Creations Computers,

Part-time technician, and manager 2006 - 2011

Building of customer desktop as requested,

Major and minor hardware and software support for desktops and laptop computer systems..

Home and office support for repair and installation of computer systems, networks and home entertainment units.

Software service included virus removal, third party software and O/S installation, and system backup.

Managed opening and closing of office on weekends and nights.

Inventory and supplies monitoring,

Reconciliation of register and bank daily deposits.

Supervised up to twoemployees.

Starband Communication,

Technical Support Specialist Level II 2000 - 2006

Main support contact for installer, installation and repair nationwide for first true two way satellite internet system.

Trained in Linux for network monitoring for our 4 satellites used for communication.

Ticketing service used Siebel and SAP.

Acted as interim supervisor when needed.

Assisted in the creation of the knowledge base articles currently used by all employees.

Wrote companies first knowledge base articles.

Atlanta / Fulton County,

Police Lieutenant 1989 to 2010 full-time & Reserves

Description upon request.

I look forward to hearing from you.

Contact this candidate