Blake Wade Jones

https://www.linkedin.com/in/blakewjones/

Cell/Txt: +1-501-***-****

Teams Voice: +1-202-***-****

ad3fxh@r.postjobfree.com

Professional Summary

Vision-driven change agent with career-long record of network administration, technology development, and management success for leading organizations

Proven talent for aligning business strategy and objectives with established software development and systems management paradigms to achieve maximum operational impacts with defined resource expenditures. Growth-focused thought leader with expertise spanning hardware analysis, management development, team development, technology solutions, and project management. Exceptionally dedicated professional with keen interpersonal, communication, and organizational skills, as well as budget management, policy development, and resource allocation expertise.

Tower Federal Credit Union (Contractor of Apex Systems), 06/2022 – 10/2023

Unified Communications Architect Laurel, MD

Architecting the future of Telephony Systems to meet all Mission Objectives; Programmed Ribbon SBCs to provide for Best Security Practices of Telephony Services & mitigated surface attack area by over 100%.

Established & recommended Call Center routing that resulted in Average Hold Times being reduced by 75%.

Developed standard for Data Retention to meet Compliance & Regulation Requirements thereby reducing Audit Timeframes over 60%.

Programmed API Resources to allow for 175% Customer Rentention rate.

Successfully Progammed Telephony Resources to Teams to allow for over $3,000 per month savings.

US Geological Survey, Department of the Interior, 09/2020 – 06/2022

IT Specialist (Telecom) Reston, VA

Implemented Single Sign-on & deeper integration to Active Directory to shorten Mean-Time To Provision end-user Telephony Services to < 3 minutes for new onboarding.

Established Health & Status checks for Systems that allowed for 99.99999% uptime.

Initiated Monitoring Tools to account for Systems Capacities thereby allowing for growth when approximately 30% of resources left available.

Utilized Desktop Support Department to deploy softphone programs and cadence updates to over 8,000 users on a quarterly basis.

Leidos in Centers for Medicare & Medicaid Services (CMS), 09/2019 – 09/2020

Sr Tier 2 Support Specialist – Manager/Supervisor Woodlawn, MD

Established KPI’s & KPM’s by which team was measured; facilitated reporting structures to enforce compliance thereby reducing Support Calls to < 30 minutes.

Programmed CXOne/NICE Cloud Call Center to facilitate better understanding of customer issues; helped to reduce overall Call Volume by 30%.

Initiated & Implemented Customer Experience Surveys to account for increase in Customer Satisfaction of 130%.

Created & Utilzed Knowledge-Based systems & tools to allow for Tier 1 First Call Resolution to increase productivity by over 75%.

APC by Schneider Electric, 11/2014 – 01/2019

Sr Field Services Engineer – Software Maryland, DC, & Virginia

Installed, Collaborated, & Trained Data Center staff on DCIM Monitoring Tools that allowed for Advanced Warning of potential failures thereby enhancing and increasing uptime by over 250%.

Recommended instant notification tools to increase rapid response to failures to < 2 min.

Key contributor on Salesforce processes to allow for a 200% increase in productivity.

Coached & Mentored Field Technicians to establish feedback loops to Management to account for 3x greater employee retention.

Established & Led Training on Salesforce to allow for Field Tech to increase their focus on customers; led to over 4x Customer Retention from previous measurements.

Optimized Customer Networks utilizing DCIM Measurement Tools to allow for increases in Network Traffic of over 300%.

Professional Skills

VoIP

VMware

DHCP

Telecommunications

Network Architecture

Call Centers

Teams Voice

System Administration

IVR

Office 365

Avaya

Auto Attendant

Microsoft

Unified Communications

Call Trees, Call Flows

Servers (Windows, Linux)

Ribbon SBC

Mobile Device Management (MDM)

Intangible & Soft Skills

Team Building

Listening

Determination

Empathy

Presence

Ethics

Compassion

Engagement

De-Escalation

Education and Credentials

Bachelor of Science in Business Administration (B.S.B.A.) in Telecommunications, May 1998

Christian Brothers University, Memphis, TN

i3, Interactive Intelligence, Indianapolis, Indiana, June 2010

Avaya, Definity G3r, Basking Ridge, NJ, June 1995

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