Mark Jones
Director of End User Experience @Jet Aviation
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WORK HISTORY
Director of End User Experience @Jet Aviation
West Palm Beach, FL, US
Lead global strategy to enhance end-user IT experience through streamlined onboarding, asset management, and service deliver. Leveraged AI tools to develop internal video library and reducing support requests. Developed a user lifecycle strategy ensuring correct provisioning, more efficient onboarding, reducing provisioning delays, and smoother offboarding process. Enhanced ServiceNow end-user form, symplifying ticket submissionLaunched and analyzed companywide user experience survey to drive data informed improvements across IT services. Designed and published \"How to\" guide and productivity tips to support rollout of the Global Retentions Policy.Provide regular training and professional development opportunities for the global IT Services team to build skills and elevate service qualityProvide targeted training and development to the global IT Services team to elevate support standards and technical capabilities
EDUCATION
Anna Maria College
N/A, Undeclared
Wentworth Institute of Technology
Bachelor's degree, Computer Engineering Technology
SKILLS
ABOUT MARK JONES
Experienced IT professional with a demonstrated history of working in military and civilian service industry. Skilled in Technical Support, Communication, Technical Documentation, and Windows environment. Assiduous professional with a Bachelor\'s degree focused in Computer Engineering Technology from Wentworth Institute of Technology.
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