Crystal Jones

Experienced and knowledgeable information technology professional seeking to contribute training and acquired skills within an AWS role. All facets of computer helpdesk support are provided, such as troubleshooting, installation, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Over five years of experience in managerial positions, including ticketing system support.

Kroger, Operations Analyst 4, Seattle, WA  October 2022 - Present

• Provide advanced administration support for all facets of infrastructure system operation while providing day-to-day technical supervision and high-level support in multiple locations 
• Responsible for usage and performance reports distribution, interfacing with enterprise processes including incident, problem, and change management, job scheduling, system automation, and analytical tasks assigned by management
• Design implement, install, maintain, and administer infrastructure systems including hardware, software, and various configurations

• Built a continuous improvement culture that attracted and retained high-performing employees while reducing costs
• Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives
• Conducted training and change management processes to improve operations and reduce company overhead

• Participated in weekly agile meetings facilitating technical discussions to aid system design, analysis, and troubleshooting increasing productivity and reducing downtime between projects
• Processed inbound and outbound technical support calls at a rate of nine-teen percent sooner than other same-tiered employees increasing the overall average completion rate for the organization
• Assisted management with scheduling, service protocol improvements, and quality assurance decreasing the amount of downtime between projects and increasing employee bonus options by raising sales averages

Linux Essentials Certification, Per Scholas, Seattle, WA  Exp. Graduation: March 2024

CompTIA A+ Certification, Connectwise, Seattle, WA Exp. Graduation: June 2024

Amazon (AWS/restart) Certified Cloud Practitioner, Per Scholas, Seattle, WA Graduated: February 2023

Master of Engineering in Computer Engineering, University of Syracuse, Syracuse, NY Graduated: 2020 

Bachelor of Science in Computer Science, University of Phoenix (UOP), Seattle, WA   Graduated: July 2014