Windows Server Customer Service

MALLORY D. JONES III

773-***-**** *************@*****.***

https://www.linkedin.com/in/mallory-d-jones-iii

Skills:

• Organizational Skills: Refined through extensive experience

• Time Management: Achieves goals and completes tasks efficiently

• Technology Proficiency: Quickly master’s and applies new technologies

• Task Prioritization: Manages multiple tasks effectively and can troubleshoot.

• Independent & Teamwork: Works well independently or as part of a team

• Discretion & Confidentiality: Handles sensitive areas with care

• Interpersonal Skills: Communicates effectively with all levels, including White Glove Executives, management, and general staff

Applications / Computer & Technical Tools

• Operating Systems: Proficient in Windows 10, Windows 11, Intermediate in Mac iOS, Intermediate in Mac OS

• Windows Server; Windows NT, Windows Server 2008, 2012, and Windows Server 2016

• Support and Ticketing Systems: White Gloves / C-Suite Support, Zoho Ticketing System, Service Now Ticketing System, Jira Ticketing System

• Remote Support Tools: Bomgar Remote App, Windows Remote Assist, LogMeIn, Windows Remote Desktop, Windows Quick Assist, GoToMyPC, Zendesk, TeamViewer.

• Security and Endpoint Protection: Threatlocker Security, Sophos Endpoint Protection, SentinelOne Antivirus, Symantec Endpoint Protection, McAfee Antivirus, Bitdefender Antivirus

• Device Management and Deployment: Microsoft Intune, Microsoft 365, Mobile Device Management (MDM), Altiris Deployment Software, System Center Configuration Manager (SCCM), Verizon Admin, Mac Air Watch

• MS Office Suite: MS Outlook, MS Excel, PowerPoint and MS Word

• Additional Skills: IT Troubleshooting, Outstanding Customer Service, Mobile Technology Support, Team Player / Work Independently, Confluence Knowledge, Printer Support (Local / Network) Experience:

IT Regulators – CONTRACT Apr 2024 – Current

Senior Desktop Support Analyst

• Managed user accounts via Azure AD using Microsoft 365 Admin Center, ensuring secure and efficient access control

• Deploy and configure devices using Autopilot via Intune, streamlining the setup process for new hardware

• Implement onboarding and offboarding processes for new hires, terminations, and resignations, ensuring smooth transitions and data security.

• Resolve desktop hardware/software tickets within SLA via Service Now (Windows and Macs)

• Serve as the escalation point for Tier 1 and 2 techs

• Providing outstanding customer service along with detailed documentation

• Work with the networking team to address local networking issues

• Upgrade devices to the latest build versions (Windows and Macs) Somatus Kidney Care – CONTRACT - via Beyondsoft via RAIS April 2023 – Mar 2024 Office 365 Admin/Team Lead

• Supervise Technicians: Guide a team of 10 technicians.

• Facilitate Meetings: Conduct team meetings and provide personalized coaching to team members.

• Device Management: Oversee Device Management: Utilized Intune to manage devices including iPhones, Surface Pros, Laptops/Desktops, and Macs

• User Account and License Management

• Manage User Accounts: Handle user accounts using the 365 Admin Center.

• Oversee Office Licenses: Ensure timely upgrades of office licenses.

• Application Support

• Assist with Applications: Support SharePoint, Teams, and OneDrive.

• Email Account Management: Maintained email accounts and shared mailboxes via O365.

• Manage Verizon Business line creation of accounts and deployment of iPhone devices.

• Document / Update Confluence Knowledge base.

• Modify User accounts, Device properties, and Group policies using Intune.

• Terminate user accounts and, restore licenses for reassignment.

• Adobe Admin: Manage Adobe accounts via the Adobe portal.

• Security Support:

• Arctic Wolf and Threat Locker Admin monitoring safety and blocked items on the network

• Cisco Duo Admin administration to modify account aliases and change modes for lost / Broken devices

• Ticket Management and SLA

• Resolve Tickets: Address and resolve tickets promptly, meeting SLA requirements.

• Enhance SLA Satisfaction: Improve SLA satisfaction by 8% and increase customer satisfaction by 12%.

• Manage Ticketing System: Assigning tickets via the Jira Ticketing System and resolving escalated tickets from L1/L2 techs.

BlueCross & BlueShield – CONTRACT - via HCL Dec 2022 – Mar 2023 Senior Tech Bar Analyst

• Technical Support: Assisted users from various floors with technical issues

• Device Setup and Maintenance: Oversaw the setup and maintenance of Dell and MacBook Pro devices.

• Ticket Management: Resolved tickets within SLA

• System upgrades: Upgraded and refreshed Windows 10 systems organization-wide

• Equipment Decommissioning: Responsible for decommissioning equipment. Ashling Partners – CONTRACT - via Addison Group - via Addison Group Sep 2022 – Oct 2022 Desktop Support Analyst -

Tickets and Support and troubleshooting

• Device Setup: setup of Lenovo laptops

• Ticket Resolution: Resolved tickets within SLA

• Account Management: Managed Azure 365 accounts

• Support System: Resolved tickets via the Zoho Ticketing System AIM Specialty Health – CONTRACT - via Apex Systems Jun 2022 – Sep 2022 Lead Migration Deployment Tech/Desktop Support Analyst

• Hardware Upgrades: Supported upgrades, including (SSD/SATA Drives)

• VOIP Setup: Setu VOIP phones

• Ticket Resolution: Resolved tickets within SLA

• Ticketing System: Used ServiceNow for ticketing management

• Documentation: Maintained knowledge base documentation. American College of Surgeons Sep 2021 – May 2022

Team Lead/Senior Tech

• Team Supervision and Coaching: Supervised a team of eight technicians and Conducted team coaching and weekly meetings

• Ticket Resolution and SLA Management: Addressed and resolved tickets promptly, meeting and exceeding SLA requirements

• Assigned support tickets efficiently using the Footprints Ticketing System

• Addressed escalated tickets from L1/L2 technicians

• Reduce non-compliance SLA incidents by 6%

• Customer Satisfaction Boosted customer satisfaction by 3%

• User Account and License Management: Managed user accounts using the 365 Admin Center Oversee Office licenses, ensuring timely upgrades

American College of Surgeons – CONTRACT - via TEKsystems Feb 2020 – Aug 2021 Lead Migration Deployment Tech / Desktop Support Analyst

• User Account and License Management: Conducted in-depth user interviews to identify application and equipment requirements for device upgrades.

• Create Adobe and Office 365 accounts via 365 Admin Center and Adobe Admin Portal

• Inventory: Successfully coordinated device migrations managed inventory and ensured timely device shipments.

• Imaged and configured Windows 10 devices to meet the needs of new hires and migrations

• Tickets: Efficiently managed ticket assignments within the Footprints Ticketing System Levy Restaurants – CONTRACT - via TEKsystems Oct 2019 – Feb 2020 Lead Migration/Deployment Tech

• Migrations: Conducted thorough requirements gathering and documentation prior to deploying systems or applications

• Proactively managed migrations and conducted rigorous testing to ensure application functionality.

• Provided active assistance with Windows10 issues and diligently maintained asset tags for accurate tracking

Bayer/Monsanto – CONTRACT - via Gentronics Jun 2019 – Jul 2019 Migration Lead

• Onsite Deployment

Arrive on-site, on time (various cities, MN, MI, OK, NY, IA, IL)

• Established infrastructure and configured the SCCM server for efficient data migration

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• Supervised 5-15 techs, managed assets, and provided user support.

• Provided three-day support to users during the migration process

• Coordinated communication and progress reports to upper management US Bank – CONTRACT - via Netview Technical & Professional Services Dec 2018 – Jun 2019 Lead Deployment Technician

• Oversaw onsite deployment: Managed the setup, configuration, and deployment of desktops and laptops for end-users.

• Handled inventory management: Maintained inventory records, managed the decommissioning of outdated equipment, and ensured seamless next-day user support WPP Advertising – CONTRACT - via – Peak Systems Jun 2018 – Dec 2018 Lead Support Tech / Lead Build Tech / Project Coordinator

• Supervised migration teams: Managed and coordinated techs during deployments across multiple states, ensuring smooth operations.

• Managed equipment logistics: Oversaw inventory management, equipment setup, and troubleshooting to support migration activities.

• Coordinated state-wide migrations: Planned and executed migrations across 3-5 states per night, documenting nightly events and ensuring consistent communications. Philadelphia Insurance Companies – CONTRACT – via Fujitsu North America Jan 2018 – Apr 2018 Deskside Support Level II

• Provided onsite support: Managed asset documentation, configured remote access, and resolved technical issues effectively.

• Supported A/V and mobile devices: Ensured seamless operation and integration of audio/video equipment and mobile devices.

• Achieved SLA targets: Consistently resolved tickets within specified Service Level Agreement

(SLA)requirements.

US Bank – CONTRACT – via NetView Technical & Professional Service Sep 2017 – Nov2017 Lead Deployment Technician

• Oversaw onsite deployment: Managed the setup, configuration, and deployment of desktops and laptops for end-users.

• Handled inventory management: Maintained inventory records, managed the decommissioning of outdated equipment, and ensured seamless next-day user support Education:

• Associate degree - Information Technology / Internet Security – Phoenix University – 07/2014

• CCNA 1 & 2 (Cisco Certification Class), Truman College, 2005 – 2005

• Networking / Telecommunications & Management, DeVry University, 2002 – 2004 CERTIFICATES OF COMPLETION

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