Richard Jonas Email & Phone Number

Greater Tampa Bay Area

As a remote Tier 2 Technical Support Specialist, I support a wide variety of digital signage platforms via email and phone. The role's support activities focus on troubleshooting of hardware and network connectivity issues, as well as configuration of back-end CMS systems.

Provided Tier 1 technical support for Smartsheet's global customer base.

Denver, Co

I created Green Rank to provide a free service to my community and help to drive positive environmental change in the restaurant industry. Our website connects consumers who care about environmental issues with local, sustainable restaurants. This provides an economic incentive for local restaurants to incorporate sustainable practices (recycling, composting, etc.) into their daily operations.

Greater Denver Area

Acting as the Process Manager, I played a key role in successfully launching Milestone’s data center operations program for PayPal. After program launch, my activities focused on improving operational processes, refining SLA metrics reporting, and optimizing runbook contents and structure.• Provided core leadership and subject matter expertise to achieve a successful, on-time launch of a multi-million dollar managed services contract with PayPal.• Authored and deployed a completely new runbook of SOPs and support documents, working collaboratively with key PayPal and Milestone stakeholders.• Responsible for the development and presentation of monthly SLA metrics to C-level IT leadership.

Greater Denver Area

Managed a remote team supporting global data center operations for eBay and PayPal, providing quality control and triage services for all data center service requests.• Responsible for team management, including interviewing and hiring new personnel, timecard review/approval, PTO review/approval, staff scheduling, and authoring annual performance reviews.• Supported QBRs and MBRs by providing SLA and metrics reporting based on data extracted from ServiceNow.• Collaborated with software developers and program management to align ServiceNow functionality with service delivery improvement.

Greater Denver Area

Operations Analyst for two mission-critical data centers supporting healthcare IT for 15 hospitals and over 6,000 physicians. I acted as the technical lead and direct supervisor for six data center operators. I was also responsible for the training of new personnel in all Operations duties.Primary point of contact for data center service requests or escalations.Responsible for ensuring high-quality installations of new cabinets and computing devices according to best practices and standards.Supervised daily NOC Operations, including monitoring of critical computing platforms and data center environmental parameters.Created and deployed a Sharepoint-based runbook of data center processes and support documents.