dwight jones

Managed and led geographically and culturally diverse teams, fostering collaboration and cohesion. Delivered transition projects through effective project management, maintenance, deployment, and vendor collaboration.

Diagnosed and resolved complex hardware, software, application, and network issues for end users using ServiceNow, improving mean time to resolution. Delivered remote technical support for equipment using Bomgar and managed support tickets on ServiceNow ITSM platform.

Delivered end user desk side support for software configuration and hardware issues, ensuring efficient operation and user satisfaction. Managed and resolved support tickets using ServiceNow ITSM platform, ensuring accurate incident classifications and SLA adherence.

Provided technical deskside support for desktop and laptop equipment in computer labs and wind tunnels for NASA HQ personnel. Troubleshot, diagnosed, and resolved Windows 7/8/10 and MAC OS X hardware configuration, application software, security, firmware, and connectivity issues.

Resolved hardware and software challenges to improve operational efficiency. Managed and resolved support tickets using a ticketing system, ensuring timely resolution of user issues.

Delivered deskside and phone remote support to end users, resolving issues efficiently to minimize downtime. Installed and configured OEM Gateway and Compaq laptops, workstations, servers, and RAIDS to ensure optimal performance and reliability.

Resolved network connectivity issues through systematic diagnosis and troubleshooting, restoring service for affected users. Configured and installed OEM computers and peripherals in multiple labs and classrooms.

Led a team of 50 personnel in implementing food preparation, sanitation, and food service safety protocols. Managed food service financial and records processes for Enlisted and Officer Messes ashore and afloat.

Earned an Associate of Applied Science in Computer Electronics Technology with a major in Computer Technology.