The document provides an overview of Anthony Jones' experience and qualifications for a technical support role, including over 15 years of experience in desktop support, server administration, networking, and customer service across various industries. His skills include Windows, Active Directory, Exchange, virtualization, imaging, and troubleshooting hardware and software issues. He also has various technical certifications.

1. Anthony J Jones
20665 Telegraph Rd, lot 19 Brownstown, MI 48183
C: 734-778-5987
anthony.jones11@gmail.com
Professional Summary:
Solutions-focused,teamorientedSenior Technical SupportAnalyst with broad-based experience andhands-on skillin the successful
implementation ofhighly effective helpdesk, desktop,serverbased operations andapplication support.Provenability to successfully analyze
an organization's criticalsupport requirements, Identifies deficiencies andpotentialopportunities,and develop innovative solutionsfor
increasing reliability and improving productivity.
Skills
 Proficient in Norton Antivirus, Trend, MacAfeesoftware
 Skilled in LAN and WAN
 Active Directory
 Desktop, Laptop, and server hardware
 Windows 7 and 8 setup and configuration
 Windows 2003, 2008 Server administration
 Desktop Imaging
 Group Policies
 MSOffice Support
 Amisys Support
 Macess EXP
 Exchange Server administration
 CCMSAdministration
 Customer service expert
 Analytical and critical thinker
 Fast learner
 Skilled in multi-tasking
 Great communicator
 Team Player
 Service Level Management
 Process Improvement
 Procedural Documentation
 Coaching and Mentoring
 UC4Appworxs
 VMware
 SCCM
Work History
Desktop Support 07/2015 to Present
Ford Motor Company – Livonia, MI
 Troubleshoot Hardware issue
 Order DELL replacement parts
 Software application support
 Handle first level and second level calls
 Pull request for software issue from service manager request system
 Manager Remedy incidents and escalation
 Communicate with all levels of management regarding Priority 1 and Priority 2 incidents for root cause
analysis
 Push software via SCCMSMS
 Troubleshoot Printer queue issue
 Document changes in troubleshooting process
 Update Knowledge base
 Test new hardware and document finding
Tier 2 Technical Analysis, 01/2014 to 5/2015
UCare MN – Minneapolis, MN
 Build and support Windows 7 images in SCCM

2.  Support provider and member software Amisys, Macess EXP, CCMS
 Install and support Cisco VOIP phones
 Research and plan software upgrades
 Present change request before governance
 Provide research and test data to governance
 Recommend Hardware standard for desktop and laptop
 Create technical documentation and mentor first level support
 Monitor and troubleshot production jobs in AppWorxs, UC4,BizTalk
 Troubleshoot data format issues
 Create User accounts in Active Directory and Exchange
 Create Role base groups in Active Directory
 Support Cradle Point router, Desktop, laptop, and server hardware for Mobile Dental Clinic
 Deployment of Security patches, hot fixes, and software ups for Windows server 2003/2008/2012 and
desktops
 Install and support Dentix, and CDR imaging software.
 Create and Trouble shoot VMware pools
 Push updates to Amisys database via Linux server.
 Provide Software delivery using SCCM
 Call center support 24/7
 On-call support rotation
Sr Technical Support Agent, 01/2012 to 11/2013
Federal Reserve Bank of Minneapolis – Minneapolis, MN
 Support of Corporate Computers, printers and data connections, and systems administration.
 Provide support all OS system Windows 7 and 8, Mac os
 Provide Networking support TCP/IP, VPN Security.
 Symantec Endpoint protection support.
 Oracle and people soft account administration
 MS outlook and MS office Support
 Server Administration and Software Delivery.
 Troubleshoot user application issues.
 IPhone and Blackberry support
 Mainframe, Oracle and LDAP account support
 Call center support 1st and 2nd
level calls
System Administrator, 08/2010 to 10/2012
Operation Get Down – Detroit, MI
 Support Corporate Computers, printers and data connections, and systems administration.
 Provide support for Dell Desktops, Laptops.
 Provide Networking support TCP/IP, VPN, and dial-up, & Security.
 Trend Micro Systems virus support.
 Server Administration and Software Delivery.
 Troubleshoot user application issues.
 Create and add users to groups and Shares.

3.  Backup Administration.
IT Security Analyst, 02/2010 to 06/2010
Blue Cross Blue Shield – Detroit, MI
 I supported there Corporate Computers, printers and data connections, and systems administration.
 Provide support for Dell Desktops, Laptops.
 Provide Networking support.
 Updating roles in Share point.
 Active Directory and Exchange Administration.
 Take 2nd Level Calls.
 Trend Micro Systems virus support.
 Server administration and software delivery.
 Access management, user provisioning; information.
 Security policy and procedural enforcement; access.
 Responsible for pushing server patches to Windows 20032008 servers
 Reviews for compliance w/internal controls and policies working with in the ITL concept.
 Manage IT groups and share security project.
 Build and configure XP desktop and laptop Images using ghost.
 Troubleshoot user application security issues.
 Create and add users to groups and Shares.
IT Service Desk Analyst, 10/2009 to 01/2010
Tennant Company – Golden Valley, MN
 I supported there Corporate Computers, printers and data connections, and systems administration.
 Provide support for Dell Desktops, Laptops.
 Provide support for Laser jet, Label and Barcode printers Trouble shoot network connectivity problem SAP
User Administration.
 Active Directory and Exchange Administration.
 Call Center Support 1st
and 2nd
Level Calls.
 McAfee Virus Support BES Server Administration.
 Black Berry Tour configuration.
 Build and configure XP desktop and laptop Images using ghost.
 Support VPN connection Add users to groups and Shared resources.
LAN Deployment, 05/2008 to 10/2008
Sears Holding – Troy, MI
 Responsible for remote installation and configuration of new routers and switches for all sears stores as well
as updating all kiosk pc's and documenting any changes.
 Provide Remote support for Cisco 2821 routers.
 Provide Remote support for Bay Stack 450-24T switches.
 Remove cascade cable from all store switches to break network stack.
 Trouble shoot network connectivity problem.
 Walk on-site technician though the physical placement and installation of new network devices.
 Run Scripts to update switch port.
 Move access points to correct ports.
 Document changes and update network support team after each store has been completed.
 Remote administration of sear workstation, servers and kiosk.
 Support network and local printers.

4. IT Systems Engineer Faurecia, 02/2008 to 12/2008
Faurecia – Fraser, MI
 Supported there production floor computers, printers and data connections.
 Responsible for desktop laptop support and systems administration for the corporate office.
 Provide support for Toshiba e-STUDIO351c printers Trouble shoot network connectivity problem
 Create Ghost image for Thin Clients, desktops, and Laptops.
 Support 3com 3300, Nortel 3510 series switches.
 Support Matrix Data Base and VPN connection.
 Support Insequence Data transfer.
 Support Brady 300 MVP label printers on production floor.
 Build Active Directory user account Make changes to group policies.
 Create user groups and shares.
 Document changes and update.
 Be involved in continuous improvement and implement changes.
 Administration of Exchange accounts.
 Windows Server 20032008Administration.
 Create Access Badges for Plant using WinPAX.
 On-call Site support
 Troubleshoot PLC Connectivity
 Print Server and Printer support
 Support Wireless Connectivity and RF Scanners.
Technical Support MetroPCS, 09/2006 to 02/2008
Metro PCS – Livonia, MI
 Responsible for all desktop, laptop and server hardware, as well as users administration at the corporate site
and remote support for all michagan retail stores.
 Built and Configure Dell Desktops, Laptops and Servers Configure and Provide Admin support for Toshiba
e-STUDIO351c printers
 Trouble shot network connectivity problem Install and configure Cisco VPN, Procomm, Neterm, Remedy ,
TriActive, Telecomm Tools, Outlook Soft, MSOffice, and Outlook, Mapinfo, IDM, PlantEV Install
windows XP pro and Windows
 Server Configure Active Directory and Group Policies configuration for Windows 2003 servers
 Administration of Exchange 2003 Configure Unix (BSD) server for tape backup
 Backup EXEC administration Setup
 Configure Thin clients for Citrix presentation 4
 Install and configure Norton Antivirus
 Build Desktop and Laptop Images using Acronis true image 8
 Configure Cisco IP Phones and Call manager software Installand Configure onboard wireless card and
aircards.
Education
 KRS Computer and Business School - St. Louis Park, MN - MCP Certification for Windows 2000
Server and Workstation: MCP Certificate 1998
 Hennepin Technical College - Eden Prairie, MN Certificate in Data Communication
 Brown Institute Eagan, MN 05/1995 - Computer Networking and Hardware A+ certification: 03/1997
 Dell Desktop, Laptop, Printer and Server Certified: 04/2006
 ITIL Foundation Certified 10/2014