Jaden Wright
Baton Rouge,LA
Summary
Highly adaptable and results-driven IT professional with over three years of experience spanning end-user support, site reliability engineering, and software development across enterprise and public sector environments. Currently serving as an EUC IT Statewide Technician for the State of Louisiana’s Office of Technology Services, I provide technical support, manage hardware and software deployments, and resolve high-volume technical issues across more than 100 user accounts and over 60 devices monthly. Previously held multiple technical roles at IBM, where responsibilities included maintaining global IBM z/OS mainframe environments, developing and supporting internal applications, automating tasks through scripting, optimizing SQL queries, and improving incident response workflows through ServiceNow integration. Experienced in Agile environments, and committed to continuous improvement and operational excellence. Recognized for strong problem-solving skills, cross-functional collaboration, and consistently delivering scalable, secure, and high-impact technology solutions in fast-paced, mission-critical IT environments.
Overview
4
4
years of professional experience
Work History
EUC IT Statewide Technician
State of Louisiana - OTS (Contractor via UNO)
Baton Rouge, LA
02.2025 - 08.2025
- Performed hardware/software installations, configurations, troubleshooting, and repairs on over 60 devices monthly, ensuring minimal downtime.
- Conducted user and system account management for over 100 accounts, including password resets and account updates.
- Created and maintained user documentation and training materials, improving user adoption for new hardware and software implementations.
- Supported large-scale hardware and software deployment projects, coordinating the deployment of devices across the region.
- Provided technical consultation for multiple deployments, defining requirements, timelines, and resources.
- Collaborated with internal IT teams, third-party vendors, and support groups, resolving complex technical issues.
- Assisted in LAN troubleshooting for network routers and switches to help minimize network downtime.
Site Reliability Engineer
International Business Machines, IBM
Durham, NC
06.2023 - 04.2024
- Managed IBM z/OS mainframe Production, Test, and Sandbox environments to install, upgrade, and configure IBM MQ LPARs supporting mission-critical applications globally.
- Performed configuration changes, migrations, and technical issue resolution for IBM MQ LPARs, ensuring system stability and performance.
- Addressed dead letter queues, MQ channels, defined pages, queues, and MQ Queue Manager to maintain optimal operations.
- Updated and managed ServiceNow cases related to incidents, service requests, and changes, ensuring timely resolution and compliance.
- Ensured certification compliance on MQ LPARs, maintaining the integrity and security of systems.
- Collaborated with cross-functional teams to address and resolve complex issues affecting multiple environments.
Software Developer /Technical Support Professional
International Business Machines, IBM
Durham, NC
06.2022 - 06.2023
- Designed and developed applications using Java, JavaScript, JSP, CSS, and HTML, delivering robust web-based solutions.
- Provided technical support through ServiceNow, resolving complex incidents and maintaining a high resolution rate within SLAs.
- Developed and maintained GIT repositories for version control, enabling smooth collaboration across development teams.
- Automated routine tasks using Linux and Unix scripts, enhancing productivity by reducing manual processes.
- Led integration efforts for ServiceNow modules, improving workflows and automating ticket management.
- Debugged code to identify errors and fix them efficiently.
- Optimized SQL queries used in the ETL process for improved performance.
Software Client Facing Technical Support Systems
International Business Machines, IBM
Remote
05.2021 - 06.2022
- Developed custom Python and Java scripts to automate repetitive tasks, cutting down manual workload by 30%.
- Resolved complex technical issues for IBM’s flash systems, consistently earning positive client feedback for fast and accurate solutions.
- Monitored service orders and ensured timely closure of service tickets, maintaining a 98% resolution rate across multiple client accounts.
- Conducted deep-dive analysis of recurring system errors, presenting findings and recommendations to senior management.
- Created knowledge base articles to document troubleshooting procedures, reducing repeat incidents by empowering teams with self-service resources.
- Assisted with the deployment and configuration of new software updates, ensuring minimal disruption to end-users.
Education
Bachelors of Science in Computer Engineering -
Louisiana State University (LSU)
Baton Rouge, Louisiana05.2022
MBA -
The University of Texas At Dallas
Richardson, TXSkills
- Programming Languages: Java, JavaScript, Python, C, C, C#, Verilog, Swift
- Web Technologies: JSP, HTML, CSS
- Frameworks & Libraries: React, Angular, OpenCV, OpenGL
- Mainframe Technologies: z/OS, JCL, IBM MQ
- DevOps & SRE Tools: ServiceNow, Jira, Git, Linux Shell, Unix Shell
- Automation & Scripting: Unix/Linux scripting, Python scripting
- Monitoring & Incident Management: ServiceNow, Jira
- System Administration: Configuration management, software upgrades, system migrations
- Database Management: Queue management, buffer pool management, SQL
- Agile & Collaboration: Agile methodology, cross-functional team collaboration
Certificates and Badges
- Introduction to IBM z/OS
- Introduction to z/OS Commands and Panels
- Application Modernization with IBM Z.
- SDSF - Foundations 2.4
- SDSF - Experienced 2.4
- JCL - Intermediate 2.4
- JCL - Control Language Experienced 2.4
Accomplishments
- IPSEF 2016 Senior Division Systems Software - 1st Place
- Louisiana Science and Engineering Fair Region VII (2014) - 1st Place
Timeline
EUC IT Statewide Technician
State of Louisiana - OTS (Contractor via UNO)
02.2025 - 08.2025
Site Reliability Engineer
International Business Machines, IBM
06.2023 - 04.2024
Software Developer /Technical Support Professional
International Business Machines, IBM
06.2022 - 06.2023
Software Client Facing Technical Support Systems
International Business Machines, IBM
05.2021 - 06.2022
Bachelors of Science in Computer Engineering -
Louisiana State University (LSU)
MBA -
The University of Texas At Dallas