David Jones
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David Jones Email & Phone Number

Service Delivery Manager - Tier 1 Helpdesk at CETech
Location: Rochester, New York, United States 11 work roles 2 schools
1 work email found @cetechno.com LinkedIn matched
4 data sources Profile completeness 100%

Contact Signals · 1 work email

Work email d****@cetechno.com
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Current company
CETech
Role
Service Delivery Manager - Tier 1 Helpdesk
Location
Rochester, New York, United States
Company size
39 employees

Who is David Jones? Overview

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Quick answer

David Jones is listed as Service Delivery Manager - Tier 1 Helpdesk at CETech, a company with 39 employees, based in Rochester, New York, United States. AeroLeads shows a work email signal at cetechno.com and a matched LinkedIn profile for David Jones.

David Jones previously worked as Service Delivery Manager - Tier 1 Help Desk at Cetech and Lead - IT Help Desk at Frontier Communications. David Jones holds Computer Science; Computer Science, Programming from Tuskegee University.

Company email context

Email format at CETech

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{first_initial}{last}@cetechno.com
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Profile bio

About David Jones

Documented success over a 20+ year career in IT – from Help Desk/Desktop Support Technician to Help Desk Management.Accomplished IT professional with extensive experience in Technical Support and Managing/Leading a Help Desk environment.Creative and highly motivated with working knowledge of the techniques of effective supervision, training, and employee growth.Well-versed in a variety of operating systems, applications, and hardware with the proven ability to master/create new tools and technologies.In-depth knowledge of evaluating support tickets to determine call trends, crisis prevention, and ad hoc critical escalation paths.Technically orientated, exercises independent judgment and decision-making abilities when establishing technical standards, ensuring policy adherence, and creating technical solutions.

Listed skills include Microsoft Exchange, Team Leadership, Service Desk, Desktop Administration, and 18 others.

Current workplace

David Jones's current company

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CETech
Cetech
Service Delivery Manager - Tier 1 Helpdesk
Rochester, NY, US
Website
cetechno.com
Employees
39
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11 roles · 19 years

David Jones work experience

A career timeline built from the work history available for this profile.

Role listed

Cetech

Rochester, NY, US

Service Delivery Manager - Tier 1 Help Desk

Current
Cetech

Rochester, New York, US

Apr 2022 - Present

Lead - It Help Desk

Frontier Communications

Dallas, Texas, US

Under Sr. Manager leadership, manages and supervises a team of ten (10) Help Desk Technicians that provide phone and chat support internally for Frontier Communications employees company-wide. The position focuses on operations proficiency, employee management, working cross-functionally and driving performance leading to excellence in growth rate targets.

Jun 2017 - Feb 2022

It Support Center - Crisis Management Specialist

Frontier Communications

Dallas, Texas, US

  • Crisis Management/Incident Management (Including on-call support) - Responsible for coordinating all resources that are involved with managing Crisis-level Incidents, identifying root causes of these Incidents and.
  • Point of contact for coordinating Crisis response activities involving mission critical services.
  • Gathering all necessary resources on to the Conference Bridge to resolve the issue and minimize downtime.
  • Coordinating the recovery efforts by the support teams involved.
  • Making decisions regarding possible workarounds and their effect on business continuity.
  • Tracking the progress of Crisis events through Incident Trackers. The Incident Tracker is communicated via email to all teams being affected by the current in 15 minute intervals.
Aug 2013 - Jun 2017

It Support Center - Level 2 Support Analyst

Frontier Communications

Dallas, Texas, US

  • Level 2 Support Analyst - The primary point of contact involving Incident Escalation for the Level 1 Analyst and the primary point of contact between the IT Support Center and remaining IT organization. The Level 2.
  • The technical development of the Level 1 Analysts assigned to them (currently 5) through "live" technical monitoring (Tethering) and one-on-one coaching.
  • Escalation of time-sensitive, accurate and complete trouble tickets to all internal support/resolver groups in a timely manner.
  • Monitor the Level 1 phone queue and allocate resources/escalate Incidents according to call volume
  • Determine which Incidents to escalate to specific Support/Resolver groups and what priority they should be assigned. This also includes determining the level of customer impact for each Incident and whether escalation.
  • Knowledge Management through the use and maintaining of the TechWiki Knowledgebase. This wiki houses technical information relating to all systems/applications currently being used with the entire organization.
May 2011 - Jun 2017

Sr. Desktop Support Tech

At The University Of Rochester Medical Center
Dec 2007 - Aug 2010

Desktop-Help Desk Support/Hardware & Software Support

Consilium 1
Dec 2007 - Aug 2010

Sr. Desktop Support Engineer

Consilium 1
2007 - 2010 ~3 yrs
Team & coworkers

Colleagues at CETech

Other employees you can reach at cetechno.com. View company contacts for 39 employees →

AT Akbar Toori Akbar Toori Colleague at Cetech Tehran, Tehran Province, Iran, Iran, Islamic Republic Of View → PM Peter Mcbride Peter Mcbride Colleague at Cetech Rochester, New York, United States, United States View → RS Reed Smith Reed Smith Colleague at Cetech Rochester, New York Metropolitan Area, United States View → EM Eric M. Eric M. Colleague at Cetech Fairport, New York, United States, United States View → AN Alex Nelson Alex Nelson Colleague at Cetech Rochester, New York, United States, United States View → ST Skyler Tillotson Skyler Tillotson Colleague at Cetech Rochester, New York, United States, United States View → SH Steve Haynes Steve Haynes Colleague at Cetech Rochester, New York, United States, United States View → FB Frederick Brumm Frederick Brumm Colleague at Cetech Spencerport, New York, United States, United States View → SB Sue Brumm Sue Brumm Colleague at Cetech United States, United States View → ER Edward Riederer Edward Riederer Colleague at Cetech West Henrietta, New York, United States, United States View →
2 education records

David Jones education

Computer Science; Computer Science, Programming

Tuskegee University

Liberal Arts; Liberal Arts

Monroe Community College
FAQ

Frequently asked questions about David Jones

Quick answers generated from the profile data available on this page.

What company does David Jones work for?

David Jones works for CETech.

What is David Jones's role at CETech?

David Jones is listed as Service Delivery Manager - Tier 1 Helpdesk at CETech.

What is David Jones's email address?

AeroLeads has found 1 work email signal at @cetechno.com for David Jones at CETech.

Where is David Jones based?

David Jones is based in Rochester, New York, United States while working with CETech.

What companies has David Jones worked for?

David Jones has worked for Cetech, Frontier Communications, At The University Of Rochester Medical Center, Consilium 1, and Entre Computer Services.

Who are David Jones's colleagues at CETech?

David Jones's colleagues at CETech include Akbar Toori, Peter Mcbride, Reed Smith, Eric M., and Alex Nelson.

How can I contact David Jones?

You can use AeroLeads to view verified contact signals for David Jones at CETech, including work email, phone, and LinkedIn data when available.

What schools did David Jones attend?

David Jones holds Computer Science; Computer Science, Programming from Tuskegee University.

What skills is David Jones known for?

David Jones is listed with skills including Microsoft Exchange, Team Leadership, Service Desk, Desktop Administration, Blackberry Enterprise Server, Remedy Ticketing System, Lan Wan, and Telecommunications.

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