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Eric Jones

@ericjones

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Proactive technical support professional with 15 years of experience.

Germany

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What I'm looking for

I am looking for a role that values innovation, offers growth opportunities, and fosters a collaborative environment.

I am a proactive and adaptable technical support professional with over 15 years of experience in telecommunications, satellite communications, IT, and network engineering customer support. My strong foundation in customer care has honed my problem-solving skills, allowing me to excel in analyzing diverse scenarios and selecting optimal solutions. I pride myself on my exceptional communication skills and a can-do attitude that I bring to collaborative teams.

Throughout my career, I have successfully provided customer service in various roles, including my current position as an Advisor I at Concentrix. My experience spans from operational support in complex network infrastructures to leading my own companies in content creation and e-commerce. I am passionate about leveraging my technical expertise and customer-centric approach to foster innovation and excellence in any industry I join.

Experience

Work history, roles, and key accomplishments

Advisor I, Customer Service

Concentrix

Jul 2024 - Present (1 year)

Provided prompt, accurate, and friendly customer service, responding to customer and vendor inquiries through various channels. Collaborated cross-functionally to resolve customer issues ranging from billing to technical challenges.

Customer Service Technical Support Data Analysis

Customer Care Network Engineer II

euNetworks

Oct 2011 - Present (13 years 9 months)

Provided operational support within various WAN, VLAN, and MPLS infrastructures in a Telecoms/ISP environment. Monitored layer 1 and layer 2 networks, ensuring 99.9% service uptime and proactive issue notification to customers.

Network Engineering VLAN MPLS Troubleshooting Customer Support SLA Management

Regional Hub Node Baseband Lead (tech 3)

Rome Research Corp

Oct 2005 - Present (19 years 9 months)

Managed the operation, maintenance, installation, training, and configuration of communication circuits within the Landstuhl Media Gateway Facility. Monitored layer 1-3 networks, ensuring 99.9% service uptime and proactive issue notification to customers.

Network Operations Technical Support Troubleshooting Maintenance Communication Circuits Ticketing Systems

Education

Degrees, certifications, and relevant coursework

University of Phoenix

Master of Information Systems, Information Systems

Acquired advanced knowledge in information systems, focusing on the strategic use of technology in organizations. Developed skills in system analysis, design, and implementation.

University of Phoenix

Bachelor of Science, Information Technology/Information Systems Security

Studied information technology and information systems security, gaining foundational knowledge in IT infrastructure and cybersecurity principles. Developed skills in securing information systems and data.

Code Institute

Diploma, Full Stack Software Development

Completed a comprehensive program in full stack software development. Gained proficiency in various programming languages, frameworks, and database technologies.