Mark Jones
@markjones
Support Engineer and IAM specialist delivering secure SaaS support, faster resolution, and reliable uptime in mission-critical systems.
United StatesWhat I'm looking for
I bring over eight years of experience delivering secure, scalable support across mission-critical environments, with a focus on identity & access management and technical troubleshooting. I drive outcomes that reduce downtime, optimize workflows, and improve user experience in fast-paced, high-demand settings.
Across my IT Specialist roles with the United States Army and U.S. Army Reserves, I led identity & access management across classified/unclassified systems and built structured support systems to improve efficiency and response time. I maintained near-perfect uptime, including 99.8% uptime across a 500-node infrastructure.
In support-focused work, I’ve delivered measurable impact—reducing ticket resolution time by 35%, securing 200+ user accounts with zero security incidents, and improving onboarding efficiency for 50+ users. I’m especially effective at solving complex technical problems while strengthening the support experience.
Experience
Work history, roles, and key accomplishments
IT Specialist (Reservist)
U.S. Army Reserves
Jan 2018 - Present (8 years 3 months)
Maintained 100% operational readiness and streamlined setup processes, reducing prep time by 25%. Supported secure, high-reliability IT operations as a U.S. Army Reservist.
IT Specialist (E4)
United States Army
Jan 2006 - Jan 2014 (8 years)
Led identity and access management across classified and unclassified systems. Built structured support systems that improved efficiency and response time while delivering reliable infrastructure with near-perfect uptime.
Education
Degrees, certifications, and relevant coursework
University of Phoenix
Bachelor of Computer Science, Computer Science
Earned a Bachelor of Computer Science from the University of Phoenix.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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