Years of Work Experience
Dimair Jones
Philadelphia
Summary
Detail-focused Technical Support Specialist with 4+ years employing a knowledgeable, research- intensive approach to computer hardware and software problem resolution. Skilled at performing IT troubleshooting and resolution projects, including non-standard fixes. Managerial experience, having managed a chromebook repair site with 3 people working under my supervision and now managing one of two Macbook repair sites for the District. Thorough monitoring of equipment and application performance to meet organizational performance thresholds. Familiarized with creating and maintaining work orders through a ticketing system queue. Looking to expand and grow my knowledge in the world of network engineering as I've began to work hands on with L2 switches and working with fiber and copper connections. Certified in CompTIA ITF+, CompTIA A+, CompTIA Network+, and currently working towards my Cisco CCNA certification.
Overview
5
5
Work History
Technical Support Specialist
School District Of Philadelphia
04.2021 - Current
- Managed the chromebook repair site and the Macbook repair site
- Create and update problem records through the District's support ticketing system
- Streamline the process of repairing and troubleshooting chromebook and Macs, which led to our repair numbers doubling from 150 weekly to 350+ weekly
- Train new hires to help improve repair numbers
- Provide technical support in the resolution of technical support for the District
- Assist the Network Department with installation and configuration of Avaya and Extreme L2 switches
- Install multimode and singlemode fiber
Computer Support Specialist
Urban Technology Project
08.2018 - 04.2021
- Troubleshoot Mac laptops at the LDOC(Laptop Drop-off Center) at the School District of Philadelphia to main user productivity
- Improved customer satisfaction by promptly addressing and resolving technical issues
- Resolved Mac based issues ranging from data recovery to hardware repairs
- Gathered and translated project expectations and worked to define scope and milestones to include; updates to faculty devices, smart boards, and inventory of Chromebooks assigned to classrooms and students
- Processed 75+ support requests weekly for technical assistance on a wide range of issues related to Chromebook repairs through the hotline and in- person drop offs
Education
High School Diploma -
World Communications Charter High School
Philadelphia, PA06.2017
Skills
- Task Prioritization
- Time Management
- Troubleshooting
- Problem-Solving and Analytical Skills
- Multitasking Abilities
- Excellent Communication & Interpersonal Skills
Certification
- CompTIA ITF+
- CompTIA A+
- CompTIA Network+
- Currently working towards my Cisco CCNA
Additional Information
Available Upon Requests:
- Professional References & Letters of Recommendations
Timeline
Technical Support Specialist
School District Of Philadelphia
04.2021 - Current
Computer Support Specialist
Urban Technology Project
08.2018 - 04.2021
High School Diploma -
World Communications Charter High School
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