Ali Jones

I am a service management specialist with over 20 years of experience in guiding technical support teams and delivering infrastructure solutions. My expertise lies in incident response, root cause analysis, and ITIL-based service management. I have a proven track record of aligning technical efforts with business goals to enhance operational efficiency and ensure service continuity.

In my most recent role as Operations Manager at ePlus Technology, I led a cross-functional service center supporting enterprise healthcare IT operations. I developed and implemented operational strategies to meet SLAs and compliance standards, resulting in measurable improvements in response time and user satisfaction. My commitment to continuous process improvement has driven significant enhancements in service delivery aligned with ITIL v4 standards.

Throughout my career, I have spearheaded cloud migration projects and implemented SaaS platforms across various client environments. My ability to manage technology projects using Agile methodology has increased project delivery efficiency and improved SLA compliance across national contact centers. I am passionate about mentoring technical teams and fostering collaboration to achieve organizational success.