Bonnie Jones

Bonnie Jones

IT Professional (Technical Writer)
  • Waldorf, Maryland
  • May 10, 2019

I am a highly motivated veteran with a background in IT and Sales seeking a full-time position that will allow me to utilize my skills.  As a highly motivated IT professional, I would bring great customer service skills and a wealth of IT knowledge to your company. During my tenure with the Pentagon, Department of Homeland Security, and the State Department I have performed duties to include technical writing, training, change and configuration management and database support. My transferable skills include process improvement, meeting planning, time and attendance, payroll, and travel pay.

I am efficient and resilient. I possess time-management skills and know how to adapt to changes quickly. I have a knack for problem solving and work well independently and with a team. I am a service-minded team member.

I will bring energy to your team! You will find me to be well spoken, energetic, confident, and personable, the type of person on whom your team can rely. I have a wide breadth of customer service and technical skills that gives you the versatility to place me in a number of contexts with confidence that the level of excellence you expect will be met.

Warmest Regards,


Bonnie V. Jones


Phone Number


Help Desk/Knowledge Management and Change Management @ SRA
May 2019 — Jun 2019

During my tenure with the Joint Chiefs of Staff as Help Desk support personnel. IT customer support services were delivered to the Joint Staff community on a daily basis in a call center environment. The support services included the following:

• Maintained the knowledge management database
• Registered CAC credential using Active Directory
• Created technical documentation for helpdesk and customer support teams.
• Daily use of Active Directory to include providing authorization and authentications for Users
• Provided support for Secure Mobile Environment Portable Electronic Device
• Daily use of User Manager to modify and create users and groups
• Mobile device troubleshooting
• Responsible for posting external maintenance schedule to the Joint Staff SharePoint Portal
• Maintained the baseline and limited software approvals in the Service Catalog
• Reviewed customer IT issues and resolved problems.
• Escalated problems to tier 3 personnel if necessary.
• Provided technical solutions for mobile devices
• Implemented a SharePoint site (list) to store the Change Advisory Board (CAB) Decision Memos and meeting minutes. This implementation has provided a central location for CM information thus eliminating the need to distribute the information.

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