Mitchell Jones is seeking a technical support position, leveraging his strong technical and customer service skills. He holds an Associate's degree in Information Technology and is pursuing a Bachelor's degree in Cybersecurity, with relevant experience in various technical support roles, including as a Tier 1 VoIP NOC Technician. His work history showcases a range of customer service and technical abilities, complemented by military experience in the U.S. Air Force.

1. Mitchell Jones
375 Market Street 102
Manassas Park VA, 20111
(571)-244-2287
Mitchelljones81@yahoo.com
PROFESSIONALOBJECTIVE
To obtain a technical support position with acompany that provides opportunities to servethecustomer and thecompany
utilizing strong technical and customer service skills and experience.
EDUCATION
ITT Technical Institute- Chantilly, VA
Obtainedan Associate of Science Degree in Information Technology - Network Security Administration 9/2012-6/2014
 GPA 3.65
ITT Technical Institute- Chantilly, VA
Pursuing a Bachelorof Science Degree in Information Technology - CyberSecurity 6/2014-12/2015
 GPA 3.5
Transferto University of Phoenix- Online
Pursuing a Bachelorof Science Degree in Information Technology - CyberSecurity 6/2015-present
MILITARY EXPERIENCE
United States AirForce 12/2002-12/2004
September 2002-December2004
Lackland Air Force Base and Shepherd Air Force Base
SKILLS & ABILITIES
Certifications
• SSCASIPCertification
Networking
• TCP/IP & LAN/WAN Protocols
• Network Technology
• Network Systems Management
• Network Development
• GUI Applications
• VoIP systems
Operating Systems
• Windows 7, Windows 8.1
• Windows Server 2010 and 2013
• Linux
Hardware
• Palm/Handheld Devices
• Assemble/disassemble PC’s
• Install, configure, troubleshoot and repair
• Installation, testing and troubleshooting of
cable
Technical Support/CustomerService
• Tier 1 VoIP
• Troubleshoot hardware/software
• Troubleshoot network connectivity
• Software installation support
• Remote Access
• VoIP and e-mail support
• Documentation
• Network operations center
Communication
• Strong written and oral communication skills
Software
• Microsoft Word, Excel, PowerPoint, and Visio,
Remedy

2. PROFESSIONAL EXPERIENCE
VoIP NOC Technician Tier1
Time Warner Cable 6/6/2014-present
Herndon, VA
• Troubleshoot and evaluate problems. Recommend thebest solutions while escalating to next tier support and
above, according to NOC procedures.
• Work independently with little supervision while providing clear documentation of activities, including
customer, management, and reporting oriented information as well as detailed technical information.
• provide tier 1 break-fix functionality for voice.
• Satisfactorily complete and maintain quarterly internal training and certification standards.
• Maintain a professional attitudeand appearance while exhibiting a personable, politeand patient behavior.
• Perform other related duties and tasks as assigned or as become evident.
Technical support Coordinator 1
Vector Security 1/2013-4/2014
Gainesville, VA
• Handled all technical aspects for commercial fire and burglary alarms for technical service providers
throughout thenation.
• Researched information to assist theservice providers to help trouble shoot issues.
• Contacted sites to have service set up for missing signals from thefire and burglary panels, as well respond to
emails from sites regarding emergency assistance with the fire and burg panels.
• Working in a call center responding to 60-80 calls per day from service providers.
CustomerRelations Coordinator 9/2012-1/2013
Randstad Staffing
Falls Church, VA
• Respond to and track customer inquiries regarding billing issues, receiving 15-20 calls a day.
• Research required information using customer information to help solve billing issues and using software,
such as Customer relations management.
• Handle and resolve customer complaints.
• Provide customers with product and service options with phone, television, internet and wireless phone
information.
•
Community Consultant 2/2012-6/2012
Avalon Bay
Fairfax, VA
• Responsible for leasing apartments, providing high quality customer service to residents and prospective
residents in a 430- unit, luxury apartment community.
• Member of property Operations Team, charged with all activities pertinent to apartment home rentals, both
move-ins and lease renewals, to prospectiveand current residents.

3. Security Officer 11/2009-2/2012
Securitas Security Inc.
Annandale, VA
• Supervised security officers on daily tasks, and problem solved safety concerns, working with a staff of 7
officers.
• Managed and monitored 5, twenty thousand square foot, highly secure switch and data sites.
• Conducted mobile patrol of facilities, daily audits, and officer schedules.
• Assisted with training and development of security officers on my staff.
Sales Representative 3/2009-11/2009
Ted Britt Ford
Chantilly, VA
• Sold new and used cars, trucks and SUV’s to walk-in and appointment prospects.
• Established marketing plan to foster repeat business with previous customers, by word of mouth advertising
and excellent customer service.
• Demonstrated vehicle features and options to fit the needs of byers
• Persuasively negotiated prices with hesitant buyers.
Assistant Manager 11/2006-3/2009
EnterpriseRent-a-Car
McLean, VA
• Responsible for maintaining a high level of customer service and professionalism.
• Provided training to and professionaldevelopment of my employees, as well as feedback.
• Assisted the branch manager in achieving monthly sales and service also helped build rapport with
companies who contracted with the company.