MARC JONES

Professional Summary

PROJECT MANAGEMENT/CUSTOMER SUCCESS/ONBOARDING

SPECIALIST: A professional with extensive hands-on experience in project management, customer success, data center operations, systems administration, troubleshooting and repair. Designed, installed, configured and maintained complex routed LAN and WAN networks. Supervised permanent and contract personnel. Excellent communication skills and the ability to interface at all levels. A team player who also can work well independently.

Work History

TLC, LLC - IT Consultant/Technical Support

San Diego

12/2021 - Current

ShipCalm - Onboarding Specialist/Customer Success

Carlsbad, CA

01/2018 - 09/2021

Provided IT support for Head Quaters and all brick and mortar locations.

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● Provided hardware and software suggestions based on location needs.

● Installed and manage all networks.

● Worked closely with service providers durning the installation process. Spear headed in depth meetings with upper management durning the network design process.

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● Provieded logistical and vender support at all locations.

● Onboard new clients and provide full demonstrations of software Integrated websites with warehouse management systems such as, Shipstation,Seller Central, Ebay, Touch of Modern

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Refer unresolved customer grievances to designated departments for further investigation in a timely manner

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Implemented processes and procedures to provide ongoing customer support

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● Utilized inventory management systems and sku import/integration Facilitated bi-weekly meetings with clients to troubleshoot problems, ensure utilization of all software features, and guarantee overall client success

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ad05lu@r.postjobfree.com

619-***-****

San Diego, Ca 92117

Skills

● TECHNICAL EXPERIENCE/ SKILLS

Project Planning & Management:

Proven ability to plan, organize and

lead technical projects/teams in both

small groups and large corporate

environments.

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Technical Support & Training:

Demonstrated skill in training and

supporting end users as well as

developing technical staff to achieve

performance objectives.

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● Effective Customer Service

● High achieving sales

SOFTWARE & PORTALS/TECHNICAL

SKILLS

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● Windows XP, 2000, & Vista

● MS Office

● ShipStation

● Goldmine

● LastPass

● Logiwa

● HelpScout

● Salesforce

● RingCentral

● Collocation

● VoIP

● VPN

● Frame Relay

● ATM

● SONET Ring

● OS

Z57 INTERNET SOLUTIONS - Inside Software Sales/Customer Success San Diego, CA

01/2013 - 01/2017

OUTSOURCE TELECOM - Data Technician/Project Management San Francisco, CA

01/2010 - 01/2013

GLOBAL NETOPTEX, INC - Sales and Technical Consultant; Sr. Data Center Technician

San Jose, San Francisco, CA

01/2005 - 01/2010

Pitch additional solutions to the customer in order to improve the overall success of their business.

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Conducted cross-functional account management for initial and follow- up contact for prospective clients

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● Coordinated marketing campaigns for clients

● Managed customer database, product updates and upgrades Participated in an extensive 90-day sales and marketing training program

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● Conducted daily average of 150-200 cold calls

● Acquired new prospects with an 84% closing rate

● Conducted High software training for new customers. Provided consulting services for customers which covered Bandwidth, IP, VPN, OS Systems, VoIP, Ethernet over power line, network security and equipment needs

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Physically ran, wired and terminated network mediums such as Fiber, Coax, Cat5E and Cat6 from service providers to customer

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● Was the lead man on the conversion team

Provided guidelines, time frames and job assignments for all cut overs and implementation of new networks

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Worked closely with customer's IT Staff and upper management during the design implementation and conversion process.

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Physically ran and wired network mediums such as Fiber, Coax, Cat5E and Cat6 from service providers to end customers

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● Helped Customers troubleshoot network programs

Provided on-site services such as Reboots, changing hard drives, Rewriting Firewall rules, Installing servers and OS system

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Gave Potential customers in-depth data center tours, which covered everything from intricate design and layout of the building, Sate of the art security, and 27/7 NOC support

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● Provided off-site consulting for new customers

Helped define timelines, network design and rack elevations specs for the prospective customer.

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Education

University of Washington

Seattle

Bachelor Of Arts : Computer Science

Accomplishments

Played in one Freedom Bowl, Three Roses Bowl and won one National Title.

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● Played football in the CLF.

● Played four years of D-1 football.

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