DeJuan Harris
Capacity LLC
Saint Louis,MO
1
Certification
9
years of professional experience
IT support specialist with two and a half years of tier 1 experience and a track record of taking on more than the job description asks for, from training new hires to building process improvements. Comfortable owning the majority of a team's ticket queue, documentation, and onboarding process while staying easy to work with under pressure. Currently building toward tier 2 with a Security+ certification and Okta certification in progress, backed by hands on experience across identity and access tools, cross platform device support, and technical writing.
Work History
IT Support Specialist
2 Years 5 Months- AI solutions startup that has acquired over 17 companies since I joined.
- Provision and manage user accounts across GitHub, Okta, Jira, Cladue, and other core business tools for new hires and existing staff.
- Support and manage endpoints across Windows, macOS, and Linux, including prior device management in JAMF before the team migrated to Okta.
- Handle roughly 90% of the team's tier 1 ticket volume, covering troubleshooting, license requests, and access requests, resolving 246 tickets in a single month with a 49 hour average resolution time.
- Lead IT onboarding sessions for new hires, walking them through accounts, tools, and access on day one.
- Write and maintain about 70% of the team's documentation, including user facing guides and confidential admin references.
Tech Expert
6 Years- Repaired iPhone displays, batteries, and other key internal components, and troubleshot hardware and software issues across iPhone, iPad, and Apple TV.
- Triaged iMac and MacBook Pro appointments based on prior personal experience with those product lines.
- Trained new Tech Specialists on diagnostic and repair processes.
- Started a pilot program allowing basic customer device wipes without an appointment, provided the customer had an iCloud backup and acknowledged the possibility of data loss.
Network Engineer Apprentice
1 Year 2 Months- Repaired two way radios and used a soldering machine to fix internal circuit components.
- Built patch cables and coaxial cables from scratch for use in the field.
- Set up end to end point antennas and ran coax on site for schools, fire departments, police departments, and hospitals, including Cardinal Glennon Children's Hospital and Barnes Jewish Hospital.
Education
- IT Support Training Program
Completed an intensive IT support training program; earned CompTIA A+ and Google IT Support certifications through the program.
Skills
Okta & JAMF administration
Windows
macOS & Linux support
Account provisioning (GitHub
Jira
O365)
Ticketing systems
Technical documentation
New hire onboarding
Troubleshooting & customer support
Hardware repair & cable termination
Certification
CompTIA A+, Google IT Support Professional Certificate, CompTIA Security+ (in progress), Okta Certified Professional (in progress)
Timeline
IT Support Specialist
Capacity LLC
05.2024 - CurrentRead More
Network Engineer Apprentice
Warner Communication
12.2018 - 02.2020Read More
Tech Expert
Apple
01.2018 - 01.2024Read More
Per Scholas
from IT Support Training Program
Read More