Keon Jones

Systems Support | Jan 2023 – Sept 2023

• Provided Tier 1 and Tier 2 technical support for 200+ clinical and corporate users across multiple locations.
• Managed account provisioning, deprovisioning, password resets, access modifications, and onboarding/offboarding activities.
• Administered Active Directory permissions and role-based access controls in accordance with least-privilege security principles.
• Supported MFA enrollment and user authentication troubleshooting.
• Resolved Citrix Workspace, Azure VPN, endpoint, and application-related incidents while maintaining 99.8% system availability.
• Maintained detailed incident documentation and knowledge base articles to support compliance and operational efficiency.
• Assisted with access reviews, audit preparation, and HIPAA compliance initiatives.

IT Operations Supervisor | Sept 2021 – Jan 2023

• Led a team of seven IT support technicians delivering Tier 1 and Tier 2 support services.
• Managed ticket queues, escalations, and service delivery metrics to maintain SLA compliance.
• Coordinated onboarding and offboarding activities for newly acquired clinics and remote users.
• Standardized support procedures and knowledge base documentation, reducing escalations by 20%.
• Supported endpoint deployment, asset management, workstation configuration, and device lifecycle activities.
• Partnered with leadership to improve user access management and onboarding workflows.

IT Support Specialist II | Sept 2020 – Sept 2021

• Delivered first- and second-level support for Windows endpoints, VPN connectivity, email systems, and business applications.
• Managed user account administration including password resets, account unlocks, and permission changes.
• Resolved application access issues while maintaining compliance with organizational security requirements.
• Supported workstation imaging, deployment, configuration, and lifecycle management.
• Created troubleshooting documentation and support procedures for recurring technical issues.
• Escalated advanced infrastructure and application issues to senior technical teams and vendors.

• Provided technical support for Windows workstations, software applications, user accounts, and network connectivity.
• Logged, tracked, and resolved incidents using Spiceworks ticketing system.
• Supported user onboarding activities including workstation deployment, software installation, and account setup.
• Troubleshot Citrix VPN and remote access technologies for distributed users.
• Assisted with Windows Server administration, WSUS patching, and system maintenance activities.
• Participated in vulnerability assessments and endpoint hardening initiatives.