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Nicholas Jones

@nicholasjones

Message

I am an experienced application support specialist focused on LMS, exam systems, and enterprise technical support.

United States

Message

What I'm looking for

I seek an application support role where I can improve user experience, automate processes, mentor users, and manage LMS/assessment systems within a collaborative team that values growth and responsiveness.

I am a results-driven application support specialist with extensive experience supporting university and enterprise applications. I focus on improving user experience, maintaining service levels, and delivering reliable technical support.

In my current role I provide back-end administration and support for learning management and assessment platforms, manage account provisioning for tools like LMS, exam delivery, lecture capture, and conferencing systems, and administer survey and reporting platforms. I own incident resolution, support upgrades and migrations, and create documentation and training for faculty and staff.

Earlier I supported company applications and provided level 2 help desk and desktop support across distributed environments, troubleshooting Citrix, Active Directory, VPN/VDI, emulators, and server issues while producing technical documentation and reducing downtime for hundreds of users. I have also performed data collection, analysis, and reporting to inform operational decisions.

I bring a practical, customer-focused approach to support work: I automate where possible, train users to increase adoption, and proactively identify system issues to improve availability. I am committed to continuous learning and applying technical and process improvements to deliver measurable results.

Experience

Work history, roles, and key accomplishments

Current

Academic Application Support Specialist

Current

Rosalind Franklin University

Feb 2016 - Present (9 years 7 months)

Provide backend administration and support for LMS (D2L), ExamSoft, Panopto and Zoom, managing account creation, upgrades, integrations and Qualtrics surveys. Resolve incidents to exceed SLAs, perform Windows migrations, and deliver weekly training to faculty and staff to improve adoption and availability.

D2L ExamSoft Panopto Zoom Qualtrics LMS Troubleshooting

Help Desk Technician

CDW

Jan 2015 - Jan 2016 (1 year)

Provided technical support for company applications (AS400, Active Directory, SharePoint) and Citrix environment, supporting 50–70 clients including VPs across multiple regions. Delivered remote and on-site troubleshooting, password resets, ticket routing, and produced technical documentation to minimize downtime.

AS 400 Active Directory SharePoint Citrix Microsoft Office Remote Support Troubleshooting ITSM

Level 2 Help Desk Analyst

HSCS

Apr 2014 - Jan 2015 (9 months)

Delivered Level 2 support for VPN, VDI and web systems, managing ticket triage, password resets and follow-ups to resolve open tickets. Produced technical documentation and performed hardware/software installations and Android/ISO device troubleshooting.

VPN VDI Remote Access Ticketing Systems Hardware Software Installation And Troubleshooting Customer Service

Application Support Technician

Enova Financial

Apr 2012 - Apr 2014 (2 years)

Provided application and desktop support to 60–76 clients, handling website troubleshooting, technical sales support and producing customer-facing technical documentation. Identified and resolved system issues to reduce downtime and supported phone-based customer service.

Desktop Support Technical Support Troubleshooting Customer Service Documentation Phone Support

Data Analyst

BMW

Mar 2008 - Mar 2011 (3 years)

Performed data compilation, mining and daily queries to prepare reports and support decision-making, maintaining and upgrading the research database. Used MS Project to assess project feasibility and diagnosed malfunctions to support ongoing operations.

Data Analysis Data Mining Reporting Troubleshooting Research