Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

Blake Jones

Kendallville,IN

Summary

Versatile and analytically driven support leader with hybrid expertise in technical systems administration, customer operations, and social media growth strategy. Excels at navigating high-pressure environments to deliver scalable support solutions, orchestrate user engagement pipelines, and translate community feedback into actionable product insights. Possesses a deep understanding of Linux-based infrastructures, cybersecurity fundamentals, and real-time platform moderation, with a proven ability to bridge the gap between technical teams and end users. Customer service and facility oversight skills and more than 2 years of experience. Highly effective and comfortable working with people at all levels in organization. Hard-driving business leader offering skill in strategic business planning and team development. Skillfully recruit and train employees at all levels to meet customer and business demands. Articulate, forward-thinking and resourceful in meeting unique needs. Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs, and transforming customer service standards. Experienced in leading and supervising operational and sales teams.

Overview

3
3
years of professional experience

Work History

Owner & PC Technician

Blake's PC Builds & Repair
01.2025 - Current
  • Build custom desktop PCs (gaming, content creation, small business) from spec to hand-off: component selection, compatibility checks (AM4/AM5, DDR4/DDR5, PCIe 4.0/5.0), assembly, cable management, thermal optimization, and stress testing.
  • Diagnose and repair hardware and software issues: RAM/drive/GPU/PSU failures, thermal throttling, blue screens, driver conflicts, and performance bottlenecks.
  • Configure BIOS/UEFI (Secure Boot, TPM, XMP/EXPO profiles), perform firmware updates, and validate stability with tools such as MemTest86, Prime95, Cinebench, CrystalDiskInfo, and HWINFO.
  • Perform clean OS installs, imaging/cloning, data backup and recovery, malware removal, and driver lifecycle management; set up user profiles and post-service hardening.
  • Set up home/SMB networks (Wi-Fi, printers, NAS), troubleshoot connectivity, and optimize for coverage and throughput.
  • Run the business end-to-end: intake and troubleshooting checklists, written estimates, parts sourcing, RMA/warranty handling, invoicing, and clear client documentation for maintenance.
  • Create how-to content and local listings to drive inbound leads; manage service SLAs and customer communication for transparent expectations and high satisfaction.

Lead Customer Support

OSSA.AI
08.2023 - 09.2025
  • Spearhead OSSA.AI's customer experience operations by managing and optimizing front-line support systems that process 30-50 high-priority user tickets daily. Maintain a >95% satisfaction rate while triaging technical, transactional, and UX-related escalations in a high-growth AI startup environment.
  • Leverage cross-functional workflows with engineering, product, and QA teams to identify systemic bugs, design interim user-facing solutions, and reduce average resolution time by 40%.
  • Administer refund protocols and transaction audits, ensuring precision in compliance-sensitive processes within 24-hour SLAs.

Social Media Marketing Manager

OSSA.AI
02.2024 - 01.2025
  • Architected and executed a full-funnel, multi-platform social media strategy across YouTube, Instagram, and TikTok, generating 25% follower growth and 40% engagement increase in under 6 months.
  • Designed short-form content optimized for algorithmic performance and community virality, using A/B testing and trend analysis to drive weekly iteration loops.
  • Built scalable creator outreach programs and initiated micro-influencer collaborations that increased organic impressions by 3×.
  • Deployed real-time analytics dashboards to monitor campaign performance and funnel drop-offs, refining strategy with data-led adjustments to targeting, messaging, and timing.

Social Media Marketing Manager

Colewherld
08.2023 - 12.2024
  • Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
  • Continually maintained and improved company's reputation and positive image in markets served.
  • Coordinated with design and media teams to develop high-quality creative assets.
  • Wrote and distributed press releases to increase brand visibility.
  • Devised content strategy to effectively engage target audiences.
  • Conducted market research to identify new opportunities and target markets.
  • Launched successful digital marketing campaigns that achieved goals for increased website traffic.
  • Optimized email campaigns to increase open and click-through rates.

Linux Tutor

Indian Hills Community College
05.2022 - 05.2023
  • Provided homework assistance using specific curriculum and materials.
  • Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
  • Supported students with helpful study habits and exam strategies.
  • Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
  • Tutored diverse groups of students to strengthen subject comprehension, boost confidence, and build important learning skills.
  • Maintained records of student assessments, tutoring activities and results.

Education

Associate of Science - Cyber Security and Systems Administration Coursework

Indian Hills Community College
Ottumwa, IA

Skills

  • Social media control
  • Marketing tactics
  • KPI management
  • Quality management systems
  • Strategic project planning
  • Policy enforcement
  • Team management
  • Training and mentoring
  • Service issue resolution
  • Account management
  • Deliverables coordination
  • Training and coaching
  • Schedule management
  • Customer education
  • SLA management
  • Sub-contractor oversight
  • Inter-department collaboration
  • Social media monitoring
  • Feedback collection
  • Sales proficiency
  • Customer support plan development
  • Training programs
  • Account growth
  • Research and due diligence
  • Account updates
  • Billing problem resolution
  • Customer relations
  • Client relationship building
  • Timeline preparation
  • Analytics reporting
  • Market research
  • Content and digital asset management
  • Positive attitude
  • Marketing automation

Websites

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Tutored up to 30 students per month.

Timeline

Owner & PC Technician

Blake's PC Builds & Repair
01.2025 - Current

Social Media Marketing Manager

OSSA.AI
02.2024 - 01.2025

Lead Customer Support

OSSA.AI
08.2023 - 09.2025

Social Media Marketing Manager

Colewherld
08.2023 - 12.2024

Linux Tutor

Indian Hills Community College
05.2022 - 05.2023

Associate of Science - Cyber Security and Systems Administration Coursework

Indian Hills Community College

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