Travis J's GCP Resume

Travis Jones

Endpoint Support: Microsoft Windows | macOS | Linux | Software/Application Support | TCP/IP Networking

Incident Management: Incident Resolution | Root Cause Analysis | Escalation Management | Process Documentation

Cloud Technologies: Amazon Web Services | Google Cloud Platform

Automation & Scripting: Python | Bash

Customer Experience: End-User Support | User Training | Stakeholder Engagement

Productivity Tools: Salesforce | ServiceNow | Atlassian Jira | Notion

Delivered technical guidance and issue resolution for enterprise customers by analyzing platform behavior, identifying configuration issues, and ensuring successful outcomes throughout the support lifecycle.
Analyzed Splunk logs to investigate API transactions and SSO authentication events, isolating issues related to user access and integrations.
Developed dynamic onboarding documentation tailored to client specifications using HTML and CSS.
Collaborated cross-functionally with diverse stakeholders across organizational levels internally and externally to align business goals, foster client communication and translate business requirements into actionable technical solutions.
Reproduced reported platform discrepancies in test environments to validate isseus and provide diagnostic information to Engineering team.
Mentored junior and mid-level analysts, improving support quality and response accuracy.
Investigated recurring platform issues through root cause analysis, customer feedback, and trend analysis, driving product improvements that enhanced system reliability and the customer experience.
Managed customer support cases within Salesforce CRM, documenting investigations, resolutions, escalation details, and knowledge articles that improved issue resolution by over 40%.

Served as the primary point of contact for IT incidents and service requests, delivering Tier 2 support for Microsoft Windows, macOS, Android and iOS endpoints.
Diagnosed and resolved endpoint hardware, software, network connectivity, account access and application issues through root cause analysis, achieving a 95% first contact resolution rate.
Managed the full incident lifecycle by accurately documenting and tracking requests in an in-house ticket management system.
Communicated technical concepts clearly and effectively to both technical and non-technical stakeholders at all organizational levels through clear verbal explanations and well-structured documentation.
Authored and maintained knowledge base articles and standard operating procedures to improve service consistency and reduce repeat incidents.