Mitchell Jones375 Market Street 102Manassas Park VA, 20111(571)-244-2287Mitchelljones81@yahoo.comPROFESSIONAL OBJECTIVETo obtain a technical support position with a company that provides opportunities to serve the customer and the company utilizing strong technical and customer service skills and experience.EDUCATIONITT Technical Institute- Chantilly, VA Obtained an Associate of Science Degree in Information Technology - Network Security Administration 9/2012-6/2014 GPA 3.65ITT Technical Institute- Chantilly, VA Pursuing a Bachelor of Science Degree in Information Technology - Cyber Security 6/2014-12/2015 GPA 3.5Transfer to University of Phoenix- OnlinePursuing a Bachelor of Science Degree in Information Technology - Cyber Security 6/2015-present

MILITARY EXPERIENCEUnited States Air Force 12/2002-12/2004September 2002-December2004Lackland Air Force Base and Shepherd Air Force BaseSKILLS & ABILITIESCertifications SSCA SIP CertificationNetworkingTCP/IP & LAN/WAN ProtocolsNetwork TechnologyNetwork Systems ManagementNetwork DevelopmentGUI Applications VoIP systemsOperating SystemsWindows 7, Windows 8.1Windows Server 2010 and 2013LinuxHardwarePalm/Handheld DevicesAssemble/disassemble PCsInstall, configure, troubleshoot and repairInstallation, testing and troubleshooting of cable

Technical Support/Customer ServiceTier 1 VoIP Troubleshoot hardware/softwareTroubleshoot network connectivitySoftware installation supportRemote Access VoIP and e-mail supportDocumentation Network operations centerCommunication Strong written and oral communication skillsSoftware Microsoft Word, Excel, PowerPoint, and Visio, Remedy

PROFESSIONAL EXPERIENCEVoIP NOC Technician Tier 1Time Warner Cable6/6/2014-presentHerndon, VA Troubleshoot and evaluate problems. Recommend the best 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 attitude and appearance while exhibiting a personable, polite and patient behavior. Perform other related duties and tasks as assigned or as become evident.

Technical support Coordinator 1Vector Security1/2013-4/2014Gainesville, VAHandled all technical aspects for commercial fire and burglary alarms for technical service providers throughout the nation.Researched information to assist the service providers to help trouble shoot issues.Contacted sites to have service set up for missing signals from the fire 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.Customer Relations Coordinator 9/2012-1/2013Randstad StaffingFalls Church, VARespond 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 2/2012-6/2012Avalon BayFairfax, VAResponsible 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 prospective and current residents.Security Officer 11/2009-2/2012Securitas Security Inc.Annandale, VASupervised 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 Representative3/2009-11/2009Ted Britt FordChantilly, VASold new and used cars, trucks and SUVs 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 byersPersuasively negotiated prices with hesitant buyers.Assistant Manager11/2006-3/2009Enterprise Rent-a-CarMcLean, VAResponsible for maintaining a high level of customer service and professionalism.Provided training to and professional development 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.