Demarcus Jones

About Demarcus Jones

I\'m a highly detail oriented, business, and tech savvy professional that takes pride in…

Experience

1. Technical Support Engineer

   IBM

   Jan 2024 — Present · Raleigh-Durham-Chapel Hill, NC, US

   Troubleshoot issues customers encounter when using IBM’s SaaS product Apptio: Cloudability• Use Salesforce to manage the queue workload and provide timely communication with customers to meet SLOs• Collaborate with Support, Engineering, SREs, Product Management and Customer Success teams on Slack to gather information while investigating a case issue• Continuously meet or exceed Support team KPIs and metrics for monthly case closures, response quality, timeliness, and overall customer experience• Use programs such as Databricks and Postman when case data or APIs need to be analyzed further• Submit Jira tickets to escalate a case to the proper team of software engineers when a case is beyond the Support team’s scope of work• Leverage knowledge base documents within Confluence and other internal resources to better assist customers• Access AWS to analyze the data in our S3 buckets we receive from customer’s cloud service providers such as AWS, Azure, GCP, and Oracle• Provide customers with proactive alerts when we see a delay in data being received from their CSP• Actively prioritize tasks/workload with self-discipline and great time management skills• Reproduce customer problems, to enable the development and testing of a resolution• Document my findings for future use and team visibility when working similar cases

Education

• CourseCareers

  Information Technology

• Lenoir-Rhyne University

  Bachelor of Arts - BA