Information Technology Business Continuity

Neville Jones

Ph 804-***-**** email *************@*******.***

(Will work onsite / hybrid /remote) – Richmond, VA https://www.linkedin.com/in/neville-jones-1b9637185/ Summary

Experienced IT Professional with 20+ years of progressive experience in enterprise technical support, systems administration, backup and recovery, cloud services, and end-user support.

Proven expertise in Azure, Office 365, enterprise backup solutions, virtualization, and infrastructure support.

Strong background in disaster recovery, data protection, asset management, and Tier 2 technical support.

Adept at translating technical concepts for non-technical users while maintaining service-level excellence. Technical Proficiencies

Server & Infrastructure : Windows Server 2008 R2 – Windows Server 2019, Symantec NetBackup Appliances (NBU 5220 / 5230), VMware (vmx04 – vmx10), Veritas Cluster Services, Active Directory Administration, VPN & Citrix Environments

Backup & Data Protection : Veritas NetBackup (v3.4 – 8.1.x), EMC Avamar (7.5.0 – 18.2.0), Enterprise Backup & Recovery Operations, Disaster Recovery Planning & Testing, SQL Server Backup & Restore, Microsoft SQL & Exchange Agents, IBM 3500 Series Libraries, Spectra Logic & ADIC Libraries

Cloud & Endpoint Management : Microsoft Azure Administration, Microsoft Office 365, Microsoft Intune (Endpoint Management), OneDrive Data Migration, Android & iOS Device Management

Operating Systems & Platforms : Windows 10 / 11, Linux, Solaris, AIX, NAS Systems

Reporting & ITSM Tools : ServiceNow, Keystone Edge, LanSweeper, ITSM Platforms, Crystal Reports, DPA, Aptare Certifications:

ITIL Foundation v4

PMP Training

Symantec NetBackup Administrator Certification

EMC Avamar Administrator Certification

Experience:

Lead End User Technical Support (Hybrid)

Humana as Kforce Contractor, VA

Jan 2025 – Feb 2026

Maintain, repair, and troubleshoot desktop hardware and software.

Provide advanced administrative and operational support requiring independent initiative.

Deliver customer service and end-user training.

Manage asset inventory and lifecycle tracking.

Support Microsoft 365 applications and Azure administration.

Administer Microsoft Intune for endpoint management.

Research and resolve escalated technical issues. Senior Desktop Support Technician (Onsite)

Virginia Department of Taxation as Core Consulting Contractor, VA Aug 2024 – Jan 2025

Provided Tier 1 & Tier 2 technical support (phone, email, in-person, remote).

Installed, configured, and maintained hardware and software systems.

Troubleshot VPN, ISP, and networking issues.

Created and edited troubleshooting documentation.

Analyzed incident reports to identify recurring issues.

Triaged incidents for AR/IRMS/Tax Authority systems, Unity, Informacast, Finesse, and Verint platforms. IT Technical Analyst (Remote)

Guidehouse

Aug 2020 – Mar 2024

Provided Tier 2 Azure environment support.

Supported Office 365 applications and services.

Led OneDrive migration project for 1,200+ users.

Administered Microsoft Intune for Android and iOS devices.

Supported Citrix applications.

Managed incident tracking through ServiceNow

Data Protection Storage Administrator II

Black Knight Financial Services, Glen Allen, VA

Jan 2016 – May 2017

Delivered enterprise-level backup and recovery support.

Conducted advanced troubleshooting of backup failures.

Monitored corporate infrastructure and maintained SLAs.

Managed firmware installations and hardware maintenance.

Generated and communicated executive-level reports.

Escalated trends and outages to leadership.

Provided both onsite and remote technical support. Information Technology Specialist III

Virginia Information Technologies Agency (Partnered with Northrop Grumman), Chester, VA Jun 2002 – Dec 2015

Supported statewide agencies with enterprise backup and recovery.

Monitored daily backup operations and remediation of failures.

Executed restore jobs and managed vaulting processes.

Conducted disaster recovery planning and testing.

Managed NetBackup and Avamar escalations.

Assisted with testing of product updates.

Application Developer Expert

Virginia Information Technologies Agency, Richmond, VA Jul 1999 – May 2002

Developed and supported enterprise-level applications.

Collaborated with cross-functional teams to deliver IT solutions Education:

Bachelor of Science (B.S.) in Computer Science, Virginia State University

Continuing Education: University of Richmond (Graduate Studies)

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