Brian Jones Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

SwipeSense is a technology platform company that was acquired by SC Johnson to make a difference in the healthcare industry. Our mission is to help save lives through technology that creates safe, healthy, and sustainable environments.Our integrated technology platform consists of 4 solutionsAutomatic electronic Hand Hygiene monitoringNursing InsightsContact TracingAsset Tracking (RTLS)

SwipeSense is a technology platform company that was acquired by SC Johnson to make a difference in the healthcare industry. Our mission is to help save lives through technology that creates safe, healthy, and sustainable environments.Our integrated technology platform consists of 4 solutionsAutomatic electronic Hand Hygiene monitoringNursing InsightsContact TracingAsset Tracking (RTLS)***Create and maintain written materials for technical operations… Show more SwipeSense is a technology platform company that was acquired by SC Johnson to make a difference in the healthcare industry. Our mission is to help save lives through technology that creates safe, healthy, and sustainable environments.Our integrated technology platform consists of 4 solutionsAutomatic electronic Hand Hygiene monitoringNursing InsightsContact TracingAsset Tracking (RTLS)***Create and maintain written materials for technical operations, both software and hardware. This includes: Troubleshooting processRelease NotesSecurity & SOC2 DocumentationHardware Provisioning and Set Up,and More.Analyze all existing content for improvement and consolidation to a single source. Create test plans that both document expected behavior and provide a safety net prior to technology deployments.Provide 2nd level technical support and triage Tier 2 issues for escalation to 3rd level/software support.Provide some second level administration of specific AWS functions that support SwipeSense technology. Show less

Established the Technical Support framework at SwipeSense. Increased customer engagement to the support portal and established standards for training customers on self service. Established remote troubleshooting workflows and generated internal playbooks for future employees on how to guide customers through software and hardware troubleshooting. Created a system of baseline metrics to track technical issue volume and analyze for process improvement. Standardized… Show more Established the Technical Support framework at SwipeSense. Increased customer engagement to the support portal and established standards for training customers on self service. Established remote troubleshooting workflows and generated internal playbooks for future employees on how to guide customers through software and hardware troubleshooting. Created a system of baseline metrics to track technical issue volume and analyze for process improvement. Standardized internal escalation paths for identifying software bugs, hardware issues, or feature enhancements to communicate to the developer team.Subject Matter Expert on full software solutions package. Generated and maintained technical documents housed in the company-wide knowledge base.Defined support role for company's Implementation and Customer Success teams.Provide system administration for ~1400 network-connected Linux devices that create a mesh network for ~65,000 additional devices that require maintenance and administration.Assist with user administration for a database of ~60,000 users and assisted with setting up baseline troubleshooting/triage of an automated user integration. Show less

Chicago, Illinois, United States

Write troubleshooting and training documents on hardware and software as it's developed.Define Support functions and establish standard operating procedures.Monitor and provide assistance on customer hardware health. Manage inbound ticketing system and interface with customers accordingly. Support Implementation and Customer Success business needs as necessary.

- Proficient in writing, and editing for a mass audience. Capable of setting a self imposed schedule in order to meet any deadlines with collaborating partners.-Contributed to a Kennedy Center Nominated play. -Winner of Whatif? Productions' second annual Playwright's Festival with original play, "Accepting Applications for a Muse." World Premiere in July of 2014.-Finalist in Whatif? Productions' first annual Playwright's Festival with original play, "After. Life."

Chicago, Il

- Coordinate and provide technical support to staff on site and remotely.- Setup new devices and workstations for onboarding employees.- Develop and maintain support documents as well as training content for use by all staff.- Administrator for all online accounts used by staff.

Chicago

- Apple Mac Certified Technician capable of performing repairs on all current Apple devices including computers and iOS (mobile) devices.- I work with customers through an appointment system in a retail environment to provide troubleshooting, education, and general technical support for all Apple branded products.- Collaborate with the in-store business team to facilitate training and technical presentations.- Experience with all current Apple Operating Systems, Mac OS X Server… Show more - Apple Mac Certified Technician capable of performing repairs on all current Apple devices including computers and iOS (mobile) devices.- I work with customers through an appointment system in a retail environment to provide troubleshooting, education, and general technical support for all Apple branded products.- Collaborate with the in-store business team to facilitate training and technical presentations.- Experience with all current Apple Operating Systems, Mac OS X Server, Mobile Device Management, and data migration and data recovery. Show less

-I assist retail leadership by delegating tasks and spreading initiatives from management. Provide in the moment feedback on job performance to a team of 30-40 people.-I manage and organize inventory for the technical support team to support their efficiency. I monitor progress on customers' computer repairs and often step in to resolve customer service issues. I also manage our database that prioritizes up to 350 active customer records. I train employees and managers on this software as… Show more -I assist retail leadership by delegating tasks and spreading initiatives from management. Provide in the moment feedback on job performance to a team of 30-40 people.-I manage and organize inventory for the technical support team to support their efficiency. I monitor progress on customers' computer repairs and often step in to resolve customer service issues. I also manage our database that prioritizes up to 350 active customer records. I train employees and managers on this software as it updates.-I provide general support for the technical team, including mobile device repair knowledge and working knowledge of computer repairs. I troubleshoot with technicians and act as a swing for the technical team by taking appointments or assisting with scheduling and training. Show less

-I worked with customers in an educational and technical support role. I listened to customer concerns, diagnosed problems, and educated or repaired devices based on conclusions from troubleshooting.-With apple's appointment-based technical support, I honed my time management skills by multitasking with customers and strategically scheduling walk-in appointments.-I provided personalized training for customers in hour-long sessions on topics ranging from general operating system usage to… Show more -I worked with customers in an educational and technical support role. I listened to customer concerns, diagnosed problems, and educated or repaired devices based on conclusions from troubleshooting.-With apple's appointment-based technical support, I honed my time management skills by multitasking with customers and strategically scheduling walk-in appointments.-I provided personalized training for customers in hour-long sessions on topics ranging from general operating system usage to professional level applications. Show less

-I worked with customers in a fast-paced sales environment, aiming to educate through probing conversations and educational workshops. I mentored other employees daily and helped to train incoming sales and technical support employees.-Visuals- While a specialist, I headed up a team that worked to keep the store in line with Apple's strict visual standards. Together, my team and I successfully led numerous overnights to prepare teh store with new technology and window displays for customers.