Technical Support Specialist

Howard Jones

Redondo Beach, California ***** 661-***-**** *************@*****.***

Personal Summary

Experienced Technical Support Specialist with robust expertise in network administration and customer support. Adept at troubleshooting complex system issues and managing technical inquiries to ensure seamless operations. Proven track record of resolving critical problems and enhancing system performance, backed by strong knowledge of TCP/IP, routing protocols, and security products. Education

University of Tennessee Present

B.S., Biology

Experience

Hogan Lovells US LLP Apr 2025 - Aug 2025

Deployment Technician Los Angeles, California

• Executed the Autopilot migration process on Dell and Lenovo ThinkPad laptops, ensuring smooth user profile configuration including Microsoft Outlook and Teams.

• Verified OneDrive synchronization and set Edge or Chrome as the default browser to support seamless application performance.

• Mapped network printers and manually installed required applications, providing clear technical guidance when issues arose.

• Addressed and resolved migration-related issues effectively, demonstrating strong troubleshooting and customer communication skills. Mattel/HCL Nov 2022 - Mar 2025

Field Service Support Technician El Segundo, California

• Imaged and configured Dell and Apple laptops (IMACD) in accordance with corporate standards, ensuring reliable device performance.

• Diagnosed and resolved technical issues with various corporate model printers by utilizing systematic troubleshooting methods.

• Collaborated with the Network team, employing Wireshark to analyze TCP/IP traffic and support routing protocols and network troubleshooting.

• Assisted the Voice Team with the setup of Cisco 7925G wireless IP phones (Jabber), ensuring effective customer communication and prompt issue escalation via ServiceNow.

• Utilized SCCM, Active Directory, and JAMF to deliver technical support solutions and maintain system integrity. Ricoh, USA Apr 2015 - Nov 2021

Technical Account Support Specialist

• Responsible for administration of Streamline (SLNX ver 3.3.2.2)

• Performed trouble shooting on all Ricoh model printers

• Completed daily the Health Check Maintenance of the SLNX system

• Performed Application log captures and Wire Shark packet captures

• Performed software installs on servers with Windows 10 operating system

• Created Weekly Status and QBR reports

• Worked with the on-site technicians regarding trouble shooting and resolving device(s) issues

• Worked with the Service Delivery Manager to ensure that all the fleet was accounted for and properly functioning

• Familiar with Windows servers 2016 and 2019

• Performed a major (DHL which had a fleet of 425 printers that had to updated with new version of sw

• I was the primary implementer, had project management responsibilities and performed the troubleshooting of any issues that occurred

• Completed the project on time

Dell Physician Services Nov 2011 - Oct 2012

Sr. System Integration Analyst

• Creating VM ESXi 5.0 VMware vSphere client on 2003 and 2008 Dell servers

• Maintaining both HW and SW for our clients in a cloud environment

• Performing Active Directory tasks using Group Policies, Security Groups, and Permissions

• Supported CISCO Any Connect VPN tunnels using Raduis for Authentication purposes (IPsec protocol used (Putty to establish session)

• Work with Print Servers, fax machines, SQL data base for file shrinking and other DB manipulations

• Perform an assorted of maintenance tasks for Dell 2950 and r710 servers along with Disk Drive replacements and upgrades (firmware and driver updates, memory replacement or upgrades, PERC Controller Battery replacements, assisting with the conversion from LT03-LT05 tape backups to a SAN (DV backups) environment

• Work with Citrix administration and issues, Load Balancing, session printing, roaming profiles, and remote desktop connections Computrition Oct 2006 - Apr 2010

Citrix Systems Administrator/Technical Support Engineer/Network Analyst Canoga Park, California

• Installed, tested and evaluated new systems, applications and patches.

• Implemented security measures such as firewalls, antivirus programs.

• Monitored system performance to ensure optimal operations and identified potential issues.

• Coordinated with third-party vendors for resolution of incidents or provisioning services.

• Troubleshot application errors and provided technical support to end-users.

• Created user accounts and managed access rights for users.

• Conducted research on emerging technologies in order to identify opportunities for improvement.

• Resolved complex technical problems within established service level agreements. Skills

• Operating Systems: Windows 7, Windows 10, Windows Server Administration, Windows servers 2003 and 2008

• Virtualization & Cloud: VMware ESX, VMware vSphere Management

• Networking & Protocols: Cisco Routers and Switches, Hubs, LAN, WAN, TCP/IP, DNS, DHCP, POP3, FTP, TELNET, VPN, RIP, NAT, TFTP, Ethernet

• Hardware & Devices: Laptops, Workstations, Servers, MAC Book Pro, Printers, HP, Dell, Compaq, IBM, RAID, Network Cards

• Management & Applications: Citrix 4.0,4.5,6.0, Citrix Client, Windows Terminal Server, Terminal Server Management, SCCM, Exchange, Backup Exec, WebEx, MS Office Suite

• Security Tools: McAfee, Norton

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