Technical Support Systems Administrator

DMONTAE JONES

**** ****** ***** ***** • Kalamazoo, Michigan 49004

********@******.*** • 269-***-****

EDUCATION

Alma College Alma, Michigan

Bachelor of Mathematics Graduation Date: Apr. 2015 Bachelor of History and Pre-law Studies

Central Michigan University (Global Campus) Mt. Pleasant, Michigan Doctorate of Philosophy in Mathematical Computer Science Graduation Date: Dec. 2018 CERTIFICATIONS

Certified Wireless Network Administrator Cisco Certified Network Professional Microsoft Certified Systems Engineer Microsoft Certified Professional Apple Certified Technical Coordinator Apple Certified Systems Administrator Apple Certified Macintosh Technician

TECHNICAL SKILLS

Software: MS Word, Works, Excel, PowerPoint, Access, and Project; OS Pages, Numbers, Keynote, Symantec Firewall and Backup exec. Operating Systems: MS Windows NT/2000/XP/2003/Vista/7/8.1/10; OS Rhapsody/X 10.0- 10.11; Linux; Ubuntu 12.04 LTS

Networking: AD, Cisco Routers and Switches, VPN, ACS, and Cisco PIX Programming: Visual Basic, C++, Java, Linux, SQL, Python, Perl, Swift PROFESSIONAL EXPERIENCE

Simply Mac, Inc. Kalamazoo, Michigan

Service Technician Sept. 2015 – Present

Provide product diagnostics, troubleshooting and repair on Apple and Windows products.

Establish and maintain communications with corporate Apple facilities.

Assist in the supervision and training of all technical staff. Kelly Services, Inc. Kalamazoo, Michigan

Command Center Project Administrator Mar. 2015 – Sept. 2015

Supervised and supported over 5000 AppleCare employees and lead various IT and company projects.

Managed and supported client (Apple) database in relation to technical support agents contracted through Kelly Services.

Supervised and defused customer conflicts, ensuring proper reporting, escalations, and appeasements of customer issues to ensure proper handling and resolution. Apple, Inc. Multiple Locations

AppleCare Enterprise Senior Advisor May 2013 – Mar. 2015

Provide technical support and troubleshooting of Apple Enterprise and Business customers.

Developed and strengthen strategic technical business plans for various Enterprise customers.

Documented and reported essential Enterprise networking flow and data as it pertained to individual business customers.

Alma College Information Technology Services Alma, Michigan I.T.S. Student Assistant Systems Administrator Sept. 2010 – Jan. 2014

Operated and maintained college network and various organizational networks, protecting assets.

Developed and strengthened working relationships with other I.T.S. staff, faculty, students, and local community.

Assisted in development and support of I.T.S. strategic plan/projects, ensuring daily activities aligned with Network Operations and committee objectives.

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