Timothy Jones Email and Phone Number

• Application Remediation• We are gathering information on the application that needs to get remediation. • Use Desktop security tools to remediate applications and Software.• Perform analytics on previous incidents and usage patterns to better predict issues and take proactive actions to improve application stability and performance that reduce MTTR for incidents.• Drive application Vulnerability Remediation, Security Standard Remediation, Disaster Recovery planning & testing for enterprise applications in the portfolio.• Created Queries • Use Python script to automate daily tasks. • Use PowerShell commands to automate some daily tasks like removing software or applications from user machines.• Use PowerShell commands to collect machines data• Use BigFix for patching and application and software pushing • Manage user testing.• Use AOD to remote in the back-end of 1000 machines. • Wrote scripts in PowerShell to help remove applications from the machine and gather information on the machine.

Reviewing and analyzing system specifications• Executing test scripts and reviewing results• Reporting and documenting technical issues• Review and analyze system specifications• Collaborate with Endpoint Engineers to develop effective strategies and test plans• Execute test cases (manual or automated) and analyze results• Evaluate product code according to specifications• Create logs to document testing phases and defects• Report bugs and errors to development teams• Help troubleshoot issues• Conduct post-release/ post-implementation testing

• Reviewed and analyzed system specifications.• Use the SCCM tool to create imaging or to hold it in place organization image.• Executed test scripts and reviewed results.• I have reported and documented technical issues.• I worked with SCCM configuration using scripting to push updates and new patches to Windows machines.• Upgraded Windows 7 to Windows 10.• Manage and monitor AS400 Mainframes • Use Symantec Ghost to image new machines

• Investigate a user's issue by collecting the relevant facts and determining the problem through research and collaboration with involved parties to resolve service issues.• Support and maintain internal applications.• Create images using SCCM.• Deploying, configuring, and managing SCCM• Assist in the identification of system improvements to reduce support case volume.• Perform network monitoring diagnostics and proactive and preventative maintenance to ensure systems are operational and running at peak performance.• Use the BigFix tool to run patches and updates on servers and machines • Follow established change control oversight, and modify system configurations, utilities, software, and hardware settings for assigned service ticket devices.• Assist with the onboarding and off-boarding of employees and/or contractors.• Oversee asset management for IT hardware, software, and equipment.• Support MAS500 software• Supporting AS400 system • Support VM both clients Horizon and vSphere• Application Remediation• Application tracking• Support the Linux machine • Work heavily with Ubuntu Desktops and Servers

• Providing remotely or over the phone assistance in resolving telcomm support issues.• Performing installations, repairs, upgrades, backups on all devices.• Customer service support for all internal employees.• Troubleshoot and solve concerns for all level employees.• Support all application and softare• Configured and Cisco phones.• Setup employee voice mail, extention so they can use the phones.• Provided Support for Mac end user, support application and operation system/OS• Use Servicenow for documentation and handling service request • Install and monitor Airwatch on mobile devices• Support Citrix environment• Help upgrade network Switches• Handle the imaging for winodow 7 using SEC network• I have migrated desktop and laptop over from window 7 to 10 using SCCM• Migrated Blackberry to Apple phones

• Support mobile devices• Used Cisco switches to connect multiple devices to perform updates and connect to multiple projects.• Used Linux base server and it’s platform in some projects to ensure client’s system would run smoothly. • Supported Linux Server including Command Line Interface.• Performed equipment installations, repairs, moves and network hook-ups• Performed Tier II technical support from escalated software and hardware request tickets from Help Desk Analyst group.• Supported company Salesforce application for their 3rd party vendor like verzion, att, proflowers etc. • Performed a quality assurance check on resolved tickets to ensure customer satisfaction • Assisted our client with technical customer support during a time period when our client experiences peak volume through phone, email and chat support• Provided solutions for escalated complex technical issues, configurations, administration and system performance concerns including networks, VoIP and firewalls• Used SCCM to gain access to the company remotely from my desktop to their desktop as well as performing patch and configuration management.• Performed workflows process using ITIL best practices. • Troubleshoot Mac OS and monitored their alerts• Maintained and administered Microsoft SharePoint Portal Server, including daily monitoring, troubleshooting and performance analysis; as well as perform as the SharePoint Subject Matter Expert (SME). Provide technical guidance to the team in the technologies related to the development and support of an Enterprise SharePoint environment (understanding relationship with active directory, SQL, IIS,etc).

• Providing desk-side assistance in resolving technology support issues.• Performing installations, repairs, upgrades, backups, and other maintenance tasks• Resolving a wide range of issues in imaginative form• Working on problems of diverse scope where analysis of data requires evaluation of identifiable factors.• Demonstrating good judgment in selecting methods and techniques for obtaining solutions.• Interacts with senior internal and external personnel on transfering files.• Work closely with vendors to validate technology insertion, refresh and patch updates.• Utilize configuration management and release management processes.• Use SCCM for deployment• Use Cisco switches to connect more the one devices to preform my imaging to connect to multiple servers to push application through• Managed multiple servers at Georgia state • Collaboratively analyze end-user data including installed applications, OS configuration, peripherals etc.• Develop installation capabilities that may include scripting, image creation & deployment, application package creation, etc.• Develop and execute end-user pilots to ensure all procedures developed for installation are tested and refined Assist in training deployment team to ensure all procedures are executed properly for all deployments

•Virtualization, SAN storage, Wan, acceleration, server and desktop architecture, and data center equipment; • Specific experience with system methodologies and standards: VMware ESXI 4.1, Windows Server 2003, Windows Server 2008, Active Directory, Windows 7, Dell EqualLogic ISCSI SAN or equivalent ISCSI storage, Riverbed Wan Acceleration(desirable); • Cisco or VOIP experience • Working of Antivirus, Antispyware platforms, Backup Software, and Snapshots and software deployment; • communicate directly with peers, managers, staff, sales engineers, vendors, and tech support personnel; •Powershell scripts• Provide support and administration for Altiris 7.x.• Provides system maintenance and support for desktop/laptop computer systems, NT LAN, AS/400 WAN, PBX• Use Symantec Ghost to image new machines • Performs data analysis using appropriate tools and system transactions to support recommendations

Experience using Windows programs such as MS Office, Outlook, Internet Explorer, and other desktop toolsLAN or WAN environment familiar with TCP/IP, EthernetExperience in Windows Server (2003, 2008) design, administration, installation and supporting windows xp and 7 systemsGhosting and re-image computers and laptop Experience using Windows programs such as MS Office, Outlook, Internet Explorer, and other desktop toolsLAN or WAN environment familiar with TCP/IP, Ethernet

cted as the primary local IT Support contact and representative for our clients • Performed equipment installations, repairs, moves and network hook-ups • Performed Tier II technical support from escalated software and hardware request tickets from Help Desk Analyst group. • Supported company Salesforce application for their 3rd party vendor like verzion, att, proflowers etc. • Performed a quality assurance check on resolved tickets to ensure customer satisfaction • Assisted our client with technical customer support during a time period when our client experiences peak volume through phone, email and chat support • Provided solutions for escalated complex technical issues, configurations, administration and system performance concerns including networks, VoIP and firewalls • Used SCCM to gain access to the company remotely from my desktop to their desktop as well as performing patch and configuration management. • Performed workflows process using ITIL best practices. • Covered ITSM lifecycle stage. ITIL underpins ISO/IEC 20000 (previously BS15000), the International Service Management Standard for IT service management. • Troubleshoot Mac OS and monitored their alerts • Maintained and administered Microsoft SharePoint Portal Server, including daily monitoring, troubleshooting and performance analysis; as well as perform as the SharePoint Subject Matter Expert (SME). Provide technical guidance to the team in the technologies related to the development and support of an Enterprise SharePoint environment (understanding relationship with active directory, SQL, IIS,etc). • Technical support of InfoPath forms, including communicating the location of form libraries, their purpose and workflows.

● Work in the Operations Command Center monitoring Systems and Applications ● Provide superior customer service by being courteous, knowledgeable, and professional. ● Utilize the trouble ticket system to log all requests and activities including documentation of special requests and customizations considered important for future support ● Monitor the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions ● Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests ● Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution• Provide support and administration for Altiris 7.x.• Provides system maintenance and support for desktop/laptop computer systems, NT LAN, AS/400 WAN, PBX, GPO's• Performs data analysis using appropriate tools and system transactions to support recommendations

Arrange conferences calls and meetingAnswered incoming calls and took accurate messages Shipping and receiving mail Sorted mail, faxed, and photocopied documents for service coordinators Maintained office organized and sanitized Distributed incoming mail and processed outgoing mail