Charles Jones

917-***-****

ad2suv@r.postjobfree.com

Always provide great understanding and user satisfaction to my best ability.

Help users get acclimated with their equipment and the problem for the best results.

Organized and very excellent with managing time, people and any task in front of me.

Professional Experience:

Norfolk Southern (Contract) September 2021 - Present

Hardware Technician

Provided training and support to, end users on equipment and software operation and other issues.

Install, configure, test, maintain, monitor, and troubleshoot end user network hardware, peripheral devices.

Printing/scanning devices, presentation equipment, and other products.

Used the WDS and MDT sever to image desktops and laptops.

While doing replacing equipment used SERVICE NOW to keep track of IT Computer Asset Management doubled checked in AD and Absolute computer software

Georgia Vocational Rehabilitation Agency April 2017 – September 2021

IT Support Specialist 2 / Hardware Technician

Responsible for traveling in and out of state supporting different office for the Agency.

Installs and supports Audio and Video conference calls internal and external.

Acts as an admin for SharePoint, Exchange and, Azure, VMWare.

Identify and help download VMware to user’s computer for access.

Global Admin for the agency O365 environment, rolled out TEAMS as a VIOP solution.

Assisted with rolling out SharePoint and One Drive to replace the on prem file server.

Identified and delivered required hardware and software services in a timely fashion.

Provided training and support to, end users on equipment and software operation and other issues.

Install, configure, test, maintain, monitor, and troubleshoot end user network hardware, peripheral devices.

Printing/scanning devices, presentation equipment, and other products.

Maintain up-to-date knowledge of hardware and equipment contracts.

Used the WVD and MDT sever to image desktops and laptops.

Use Service Manager Ticketing System for different computer problems and request.

Keep track of IT Computer Asset Management via excel sheet which is on SharePoint for access

Delta Credit Community (Contract) April 2016 – April 2017

Field Technician / Hardware Technician

Responsible for traveling in and out of state supporting 26 branches of the credit union.

Installs and supports Audio and Video conference calls internal and external.

Reports directly to the Vice President and Assistant Vice President.

Evaluated, documented, and analyzed trends for ways to prevent repeated future problems.

Researching and Implementing Office 365 companywide.

Identified and delivered required hardware and software services in a timely fashion.

Provided training and support to, end users on equipment and software operation and other issues.

Install, configure, test, maintain, monitor, and troubleshoot end user network hardware, peripheral devices.

Printing/scanning devices, presentation equipment, and other products.

Used the WDS and MDT sever to image desktops and laptops.

IMS Health (Contract) January 2016 – March 2016

IT Analysts

IT professional who specializes in analyzing, designing and implementing information systems.

Assess the suitability of information systems in their intended outcomes and liaise with end users.

Design techniques to solve business problems using information technology.

Set Company tags for the product (Bios, Set Asset tag,).

Hardware and software Quality Check.

Replace any faulty parts if needed re-image computers from the network.

Trouble shoot scanners and printing devices for usage and presentation.

Asset Management was kept track Via Inventory sheets and then inputted into a Excel Sheet with the Team Lead

Wellstar Health System(Contract) March 2013 – August 2020

IT Analyst /Hardware Technician

Supported 8,000 new users on technical issues related to hardware, applications, and systems.

Received 30-40inbound calls for Tier 1 Support for 5 new hospitals that implemented a new EHR (Electronic Health System) for EPIC along with the previous too.

Answer inbound calls pertaining to “How To” instructions for EPIC system.

Work with end users on understanding technical issues via phone to document and escalate within Service Now ticketing system.

Give employees access to different programs via Active Directory for profile or Microsoft Admin for the suite

Proficient in Alteris for program push for employee use.

Assist users that are experiencing problems with remote access from their PCs at home by providing technical support and working with Symantec PGP.

Act as an admin for SharePoint, Exchange, Azure, VMWare.

Identify and help download VMware to user’s computer for access.

Create tickets in Remedy for issues that needed elevated attention or other departments request

Best Buy, Atlanta, GA December 2013 – May 2015 (Seasonal)

Geek Squad Consultant

Assist customers with computer problems, concerns, needs and also help with any other technical products.

Change different components on a computer if it is economical.

Add and uninstall different programs, replace with new.

Troubleshoot all PCs that any customer brings Microsoft or Apple.

Software and Hardware analysts for cell phones for any carrier or manufacture.

Herzing University, Atlanta, GA September 2011 – April 2013

Computer Tech Support(Student)

Installed and troubleshot hardware and software to ensure all computers were up to date and up to speed.

Established and maintained user accounts, profiles, file sharing, access, privileges and security.

Performed daily server tape backups to guarantee no pertinent information was lost during a crash.

Provide technical support safeguarding computers from viruses, malware etc. for end users at all levels.

Responsible for the maintenance of exterior and interior PC as well as support for programs.

Responsible for network maintenance for student’s staff and faculty.

Provide support and training for software applications.

Clone computers from the network or from a hard drive to another.

Briefly engage in trouble shooting and learning Avaya phones for usage and building extensions.

Wingated Data Services, Atlanta, GA February 2012 – Seasonal (Contractor)

IT Support

Responsible for troubleshooting computer pieces by going through the different inner parts of the unit to assure that all equipment worked properly for the customer.

Re-image computers for either hard drive or computer swap.

Replace any faulty hardware that's economical for the particular PC or Laptop.

Lotus Notes is an enterprise email client that integrates messaging, business applications and social collaboration.

Manage other contractors being dispatched for other field work along with myself.

Education:

Bachelors of Science, Technical Management and Programming, Herzing University 05/2013

Associates of Science, Computer Science and Programming, Herzing University. 12/2011

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