Christie Jones

***** ***** ******, ******, ** ***75 312-***-****(c) adrnsg@r.postjobfree.com

Profile

Over my last several Information Technology positions. I have acted in a technical support role where I consistently provided excellent customer service to support all employees. I have worn many different IT hats providing strong technical support including but not limited to Unix, Microsoft AD-DNS-DHCP Administration and Active Directory/Microsoft Exchange 2010; Office 365, Operating Systems Windows XP, 7, 8, 2008, Server 2008 R2, MAC’s, Aruba setup and Infoblox DNS-DHCP Administration, Sip, Avaya, Cisco phone, Minitab software setup and installation. Ticketing systems like ITSM, CRM, Clarify, etc.

PROFESSIONAL EXPERIENCE

SOUTH SIDE DISTRICT ASSOCIATION OF CHURCH’S- Chicago, IL

II Timothy No2. MBC 8hrs week as needed basis

Technical Support Analyst 6/2019-Present

Educated ten peers on modern technologies to ensure best practices used for creative and technical solutions.

Troubleshoot all hardware and software issues to determine the part that had failed.

Make recommendations to customers about products and services, which would help assist in determining exactly what computer would be needed to fulfill their direct needs.

Held key responsibility for ensuring safe computing practices and minimizing the risk of issue occurrence by delivering efficient and robust technical support to clients focused on systems enhancement and troubleshooting.

Minitab LLC -Chicago, IL Remote Support

Minitab is the leading provider of software and services for quality improvement and statistics education.

Technical Support Engineer 40hrs week M-F 8/2017-6/2019

Optimized network analytics and resolving logged errors in a timely manner.

Provide troubleshooting and guidance for user on installing the software on the desktop or server.

Give best effort support for any software calls to come in, to provide a full resolution or be able to point the customer to the correct resource to get their issue resolved.

Work with customers and potential customers on deployment as defined in their license agreement, including server configurations and software installation.

Always maintain a professional and courteous demeanor. Organized, detail-oriented, and committed to teamwork.

Accurately log every contact with every customer.

TRIBUNE COMPANY – CHICAGO, IL 10/99-12/2016

IP/DNS ADMINISTRATOR 40-60 hrs. week 24/7 Support

Microsoft AD-DNS-DHCP Administration

Held key responsibility for ensuring safe computing practices and minimizing the risk of issues occurrence by delivering efficient and robust technical support to clients focused on system enhancements and troubleshooting.

Ranked as a top ten help desk agent on Zendesk that solves the most tickets. Organized, detail-oriented, and committed to teamwork.

Assumed a lead role in analyzing and enhancing existing security solutions with a strong development, and improvement of organizational security.

The following are highlights of the value I have brought to the company.

Achieved a 100% customer satisfaction rating on tickets by responding with urgency to customer requests, password resets, and other user account maintenance.

Managed a 96% problem resolution rate by acting as an initial point of contact for promptly evaluating and responding to service issues and request for ensuring smooth running of IT systems.

Kept track of technological advancements and trends in IT support while monitoring hardware, software, and system performance metrics.

Created a documenting process where employees make references for immediate support and kept track of technological advancement.

Performed the duties of the Team Lead as needed.

Additional support included supporting hardware devices, including laptops, desktops, printers and multi-function devices, phones, and mobile devices (BlackBerry, IOS and Android platforms).

Assumed a support role in analyzing and enhancing existing security solutions with a strong emphasis on continuous maintenance, development, and improvement of organizational security.

TEKSYSTEMS – CHICAGO, IL 5/98 – 9/99

Consultant with ABN AMRO, a bank that offers full-service products – Chicago, IL

HELPDESK ANALYST 40hrs week M-F

Continuously provide exceptional customer service and ensure optimal technical service in a challenging environment.

Provided tier 1 technical and administrative support to over 900 employees of the company.

Managed a 50% problem resolution rate by acting as an initial point of contact for promptly evaluating and responding to service issues and request. Organized, detail-oriented, and committed to teamwork.

Executed a wide array of troubleshooting techniques to resolve technical issues and educated end users on now to successfully perform numerous tasks using Microsoft Windows, Microsoft Office Suites, PDF document tools.

Christie Jones

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EDUCATION

Robert Morris College – Chicago, IL

Bachelor of Business Administration (Computer Science), 1998

Associates of Applied Science (Computer Systems Specialist), 1995

John Amico School of Hair Design (Cosmetology), 2021

CERTIFICATION

Microsoft Certified Professional (MCP), 2000

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