Crystal Jones

Application Owner and enterprise technology professional with 10+ years of experience supporting business-critical applications, telecommunications, infrastructure, release readiness, stakeholder communication, technical documentation, and cross-functional delivery. Currently supports QFC/Kroger Technology & Digital initiatives involving OST telephony conversions, Citrix/VDI access, disaster recovery testing, store and pharmacy technology support, vendor coordination, and enterprise issue triage. Proven ability to translate business needs into actionable technology plans, coordinate multi-site rollouts, support secure access and compliance-minded operations, remove delivery obstacles, and communicate clearly with business stakeholders, vendors, technical SMEs, and leadership.

Operations Analyst IV - Kroger - Seattle, WA

(2022-10)

Own and support enterprise technology operations across QFC store, office, telephony, Citrix/VDI, printer, pharmacy, infrastructure, and user-facing application environments, ensuring reliability, lifecycle continuity, and business alignment.

• Coordinate OST telephony conversion planning with internal stakeholders, ATS, Technology Lifecycle Services, telecom partners, and store teams, balancing project schedules, construction constraints, equipment needs, and rollout readiness.
• Support secure access and disaster recovery readiness by validating Citrix DR Desktop users, RDP server access needs, restored server scope, and user/server forms for planned DR testing activities.
• Partner with business stakeholders, vendors, support teams, and technical SMEs to define requirements, clarify priorities, remove delivery obstacles, and coordinate multi-site technology rollouts for stores and pharmacies.
• Troubleshoot and route enterprise issues involving pharmacy faxing, POTS line discontinuance, broadband/cabling, printer access, phone programming, network readiness, and store application access.
• Lead change, incident, and problem management activities using ServiceNow, vendor escalations, operational follow-up, and technical documentation to strengthen release readiness, support transparency, and SLA performance.
• Provide user enablement and training on telecommunications, Windows 10/11 devices, ServiceNow ticket submission, hardware/software support, and escalation pathways to improve adoption and reduce technology barriers.

Front End Manager - Quality Food Center (QFC) - Seattle, WA

(2021-10 - 2022-10)

Led front-end operations, workflow planning, associate coordination, and customer-facing issue resolution in a high-volume environment, providing hands-on leadership aligned to service quality and operational goals.

• Applied data analysis and process improvement methods to reduce customer wait times by 35% in under one month and improve operational throughput.
• Collaborated with technology partners on employee engagement, recognition, usability, and system reliability improvements, contributing to store ranking growth to #3 nationally.
• Resolved usability, browser compatibility, accessibility, and workflow adoption issues by translating user feedback into actionable technical and process improvements.

Volunteer Transportation Coordinator - Sound Generations - Seattle, WA

(2019-07 - 2021-07)

Managed scheduling, routing, service coordination, and operational delivery for vulnerable community members, balancing stakeholder needs, resource constraints, and service continuity.

• Designed and implemented automated routing and scheduling solutions, reducing operational overhead by 10% while improving consistency and responsiveness.
• Led change management initiatives, process documentation, and staff enablement activities to improve adoption of updated workflows and strengthen service outcomes.
• Collaborated with IT, logistics, and community service stakeholders to streamline technology-supported service delivery and issue escalation processes.

Systems Support Analyst - The Energy Authority (TEA) - Bellevue, WA

(2018-07 - 2019-07)

Supported business-critical enterprise systems by partnering with Agile development teams on testing, analysis, defect triage, and root cause troubleshooting across application and infrastructure environments.

• Resolved tickets 19% faster than peers while strengthening SLA compliance, uptime metrics, communication quality, and escalation discipline.
• Created knowledge base articles, standard operating procedures, and support protocols to improve repeatability, audit readiness, and onboarding efficiency.
• Documented recurring issues, recommended system improvements, and collaborated with technical teams to reduce operational risk and improve application support maturity.

Master of Science - Computer Engineering - Syracuse University (2026-06)

Bachelor of Science - Computer Science - University of Phoenix (2014-06)

Associate of Computer Science - Computer Science - CCAC (2009-06)

Certificate - Software Development - CCAC (2009-06)

Certificate - IT User Support - CCAC (2009-06)