Jonathan Capps Email & Phone Number

Raleigh, Nc, Us

San Jose, California, Us

* 1st/2nd Shift Operations Team Lead* Coordinate with team to complete a variety of projects* Develop training materials, documentation, and recorded video courses* Train new hires on lab operating procedures and standards* Complete complex projects and tasks to meet customer needs and goals* Write and maintain documentation focusing on the implementation of procedures* Track SLA numbers to ensure goals are being met* Track and update projects to ensure that they are being completed in time and with accuracy

San Jose, California, Us

* Engineering Support Project Operations senior team member* Managed tickets with quality of service* Installed various equipment that met customer requirements* Configured operating systems including such as RHEL, Windows, AIX, SUSE, and ONTAP* Used knowledgeable support to troubleshoot complex issues* Trained junior team members in industry best practices* Provided junior team members solutions to various issues* Maintained detailed documentation on how to procedures* Taught 5 one hour beginner Python sessions to team members* Wrote several scripts to automate certain tasks for efficiency* Installed various components* RMA failed components* Updated firmware on systems and components

Round Rock, Texas, Us

* Provided break-fix support to customers who were using Dell Avamar equipment* Implemented solutions that satisfied customers * Worked with higher levels to troubleshoot and resolve complex issues* Managed both non-escalated and escalated tickets* Assisted other team members with their tickets if help was needed and answered any questions

San Jose, California, Us

* Engineering Support Project Operations junior team member* Racked and stacked various equipment* Cableed equipment to other equipment such as terminal servers, switches, and disk shelves* RMA failed equipment such as disks, power supplies, disk shelves, and chassis* Installed and configured various operating systems such as RHEL, Windows, AIX, SUSE, and ONTAP* Installed adapter cards into servers and storage systems* Troubleshooted and resolve issues with the equipment* Scripted simple shell scripts to assist with configuration of operating systems* Updated firmware for systems and components* Draft technical documents for the team* Provide excellent customer service

San Jose, California, Us

* Racked and stacked various equipment* Cableed equipment to other equipment such as terminal servers, switches, and disk shelves* RMA failed disk drives and power supplies* Assisted with the installation and configuration of operating systems such as Windows, Linux, AIX, and ONTAP* Provided support for remote customers* Assisted with cable pull tests for remote customers* Troubleshooted and solve various issues with the equipment* Installed adapter cards into servers and storage systems

Framingham, Ma, Us

* Greeted customers as they enter the store* Provided customers with technical solutions to their needs* Sold protection plans and services * Helped customers through their transaction* Helped with inventory and restock the shelves* Diagnosed and provided repair options for the customers who need work done on their computers

Menlo Park, Ca, Us

* Unpacked and installed computer equipment in a conference setting* Configured router so that the systems could access the Internet* Packed up and prepared equipment for shipping

Amherst, New York, Us

* Installed and upgraded firmware for mezzanine network cards using both Windows and Linux GUI and command line* Installed and configured various Linux operating systems that included Red Hat Linux, OpenSUSE, and SUSE* Installed virtual machines with management software on configured Hyper-V and VMware ESXi servers in order to test failover* Configured NFS on a system that had Red Hat Linux installed so that the VMware ESXi servers could use it for failover testing* On machines with Linux, used both the GUI and command line to set IP addresses so that they could connect to the lab network * Installed Xen on a server that was running OpenSUSE* Helped testers with setting up blade servers that had Red Hat Linux connect to the configured VLANS on the switches connected to the chassis

Framingham, Ma, Us

* Greeted customers when they entered the store* Helped with inventory and restocking of supplies* Helped customers with their transactions* Sold protection plans on eligible items* Assisted customers with finding items throughout the store* Provided item solutions as per the customer's needs

* Helped to troubleshoot the various issues that customers had with their Apple computers* Provided excellent customer service* Provided options for the customer when their warranty was expired* Escalated calls to higher tiers when a problem could not be solved at the current tier

North Kansas City, Missouri, Us

* Helped customers with their transactions* Sold protection plans for the customer's items* Assist sales associates on the floor when needed

Pembroke, Nc, Us

* Setup accounts for both students and public users* Answered questions involving the software that was available at the computer lab* Troubleshoot issues when students could not connect to the school's network* Handled issues that occurred within the computer lab

* Drafted several different types of documents that included memorandums and certificates* Organized files and folders based on the organization's needs* Provided excellent customer service to personnel both in person and through the phone* Helped to maintain the calendar of events and meetings* Informed staff of the changes to the calendar

Associate Of Science (A.S.), Information Technology - Computer Networks Systems

Bachelor Of Arts (B.A.), Political Science