Jakeel Johnson
Fairburn,GA
Summary
Results-driven IT professional with 7+ years of experience in technical support and IT operations, specializing in end-user support, desktop management, and access controls across Mac, Windows, and Chrome OS environments. Proven track record in leading support teams, optimizing service delivery with tools like Google Workspace, JAMF, Atlassian Suite, and Zendesk, and driving continuous improvement initiatives aligned with ITIL best practices. Adept at vendor management, IT project execution, and cross-functional team collaboration.
Overview
7
7
years of professional experience
Work History
Desktop Support Analyst II
TekStream Solutions
11.2024 - Current
- Company Overview: Contracted with: Chick-Fil-A
- Managed setup and troubleshooting of end-user workstations and peripherals in a high-demand corporate setting.
- Contributed to new desktop support process implementation, improving support turnaround time.
- Supported inventory and access control management aligned with compliance requirements.
- Provided on-site and remote technical support to users.
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
Product Technical Support Analyst
Rheem Manufacturing Company
03.2023 - 11.2024
- Lead cross-functional initiatives to support Windows and Mac environments, deploying and configuring software using JAMF and Workspace One.
- Oversaw onboarding/offboarding workflows, user access controls, and licensing compliance in alignment with company security policies.
- Acted as a point of escalation for unresolved technical issues, achieving consistent SLA compliance.
- Enhanced knowledge base and troubleshooting documentation, reducing repeat incidents by 20%.
Technical Specialist
Apple
02.2022 - 03.2023
- Delivered advanced support for MacOS/iOS devices and Apple peripherals, resolving 98% of cases on the first contact.
- Trained and mentored new hires, instilling strong troubleshooting and customer service practices.
- Utilized JAMF and Zendesk to streamline support workflows and monitor SLA metrics.
Preferred Sales Specialist
Bank of America
07.2019 - 12.2021
- Excelled in conducting detailed discovery sessions with customers, identifying sales opportunities that enhanced customer financial stability.
- Successfully processed a wide range of applications (credit cards, small business credits, loans, etc.), resulting in a 30% increase in approved applications under my assistance.
- Implemented advanced verification processes using IVR systems and Lexis Nexis, significantly exceeding account security standards and customer expectations.
- Led a team initiative to improve cross-selling techniques, which resulted in a 20% increase in product uptake among engaged customers.
AHA Technical Support
Apple
01.2018 - 01.2020
- Provided top-tier technical support for Apple products, handling over 20 customer queries daily with a focus on swift, accurate resolutions.
- Utilized extensive product manuals and reference guides to address and resolve customer issues, achieving a customer satisfaction rate of over 95%.
- Managed daily customer relationship operations through Zendesk, maintaining detailed records of service cases and sales interactions.
- Played a key role in a pilot project testing new software tools designed to streamline technical support processes, resulting in a 10% decrease in average call handling time.
FEMA Representative
U.S. Department of Homeland Security
08.2018 - 01.2019
- Developed and implemented a Java-based ticketing system for disaster assistance, significantly improving the efficiency and accuracy of support provided to disaster survivors.
- Managed 15-20 daily calls for disaster assistance registration and support, effectively guiding survivors through the registration process and providing critical information.
- Utilized GIS technology to assist disaster survivors in locating support centers, enhancing the support network's reach and accessibility.
- Created and maintained comprehensive documentation for disaster response procedures, ensuring consistency and effectiveness in future crisis situations.
Education
Master of Science - Cybersecurity
Kennesaw State University
Kennesaw, GA12-2026
Bachelor of Science - Information Technology, Cybersecurity
Kennesaw State University
Kennesaw, GA05.2023
Associate of Science - Computer Science
Georgia Military College
Atlanta, GA08.2020
Skills
- Microsoft Visual C
- Python
- Java
- Oracle databases
- AutoCAD
- Adobe Illustrator
- Microsoft Office Suite
- Atlassian Suite
- Google Workspace
- Azure (Intune)
- Jamf Connect
- Workspace One
- Windows XP
- Mac OS X Server
- Lotus Notes
- Agile methodologies
- HTML
- Fundamentals of information security practices
- Familiarity with AWS
- Google Cloud platforms
Accomplishments
- Apple Specialist Team Lead, 08/22 - 03/23, Led technical support team to enhance customer satisfaction and service quality, recognized for leadership excellence.
- Future Business Leaders of America (FBLA), Business Communications, 2014 - 2016, Excelled in business communication competitions, demonstrating superior strategy and communication skills.
Core Competencies
Microsoft Visual C++, Python, Java, Oracle databases, AutoCAD, Adobe Illustrator, Microsoft Office Suite (Word, Excel, PowerPoint), Hyperion/Brio, SAS, Jamf Connect, Workspace One(Admin), Atlassian Suite, Azure (Intune), Windows XP, Mac OS X Server, Lotus Notes, Agile methodologies, Technical support, Customer experience, Troubleshooting, Issue resolution, HTML, CSS, JavaScript, Basic network configuration and troubleshooting, Fundamentals of information security practices, Familiarity with AWS, Azure, or Google Cloud platforms, Understanding of tech sales principles, customer engagement strategies.
Timeline
Desktop Support Analyst II
TekStream Solutions
11.2024 - Current
Product Technical Support Analyst
Rheem Manufacturing Company
03.2023 - 11.2024
Technical Specialist
Apple
02.2022 - 03.2023
Preferred Sales Specialist
Bank of America
07.2019 - 12.2021
FEMA Representative
U.S. Department of Homeland Security
08.2018 - 01.2019
AHA Technical Support
Apple
01.2018 - 01.2020
Bachelor of Science - Information Technology, Cybersecurity
Kennesaw State University
Associate of Science - Computer Science
Georgia Military College
Master of Science - Cybersecurity
Kennesaw State University
Similar Profiles
Paige PrzybylekPaige Przybylek
Recruiter at TekStream SolutionsRecruiter at TekStream Solutions
Diego Andres Arismendy EspinalDiego Andres Arismendy Espinal
Splunk Consultant at TekStream SolutionsSplunk Consultant at TekStream Solutions
KIRUBAKARAN NKIRUBAKARAN N
Deputy Sales Manager at Blue Mach Solutions (Godrej Storage Solutions)Deputy Sales Manager at Blue Mach Solutions (Godrej Storage Solutions)