Jalen Howard
Technician/Systems Engineer
Tow,NY
Summary
I am a passionate Desktop Technician who is eager to utilize my skills to contribute to team success through utilization of my skills to improve workplace efficiency and product quality. With a clear understanding of the roles and responsibilities of a systems administrator the ability to troubleshoot hardware, software, and networking issues I intend to provide creative and innovations to solve identified issues. My areas of expertise include: Hardware testing and repairs for desktop, laptop, mobile devices, and Dell based servers – Software and Operating System deployment and configuration – Software Production and Automation using Python, Ansible, and other external libraries - Virtual Machine and thin/zero client configuration as maintenance within the VMWare environment
Overview
8
8
years of professional experience
Work History
Self Employed
IT Consultation and Computer Support Business
10.2022 - Current
- Currently supporting individuals needs regarding hardware repair, software development, and network setup/configuration. Help clients identify optimal hardware for their use case and budget. Create custom automated software solutions for clients. Identify areas of improvement for client network connectivity and set up the required networking environment for the client.
Service Desk Analyst II
National Fuel Gas Co
12.2023 - 10.2025
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Managed service tickets utilizing Service Now with a focus in fast and accurate resolution based on user requirements
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Worked within both on premises Active Directory as well as cloud based Microsoft Entra environments to manage and modify user accounts, domain policies, and distribution lists as requested
- Assisted in the upgrade of gas line technician computers and windows based tablets from the EOL Windows 10 to Windows 11
- Worked with multiple teams to implement Windows Hello for Business as well as other Entra based policies into a hybrid environment
- Assisted in managing and upgrading thin/zero clients within a VSphere and 10zig Environment
- Trained multiple Interns on both build practices and updating/closing of tickets via the Service Now incident management software
- Assisted with identifying new hardware when updating our procurement process to account for hardware upgrades and software requirements
- Worked with multiple vendors and users to identify issues within current licensed software in order to request and receive vendor updates to firmware and software as necessary
- Completed an overhaul of our documentation process for build procedures, account creations, as well as incident resolution procedure and handling.
- Overhauled the onboarding experience for new hires including documentation as well as introducing a full user walkthrough of core software and services utilized at the company
- Worked closely with our networking team to resolve network based issues such as outages, incorrect network configurations on both computers and networking equipment
- Was a primary point of contact to resolve multiple issues with M365 based add-ins/macros utilized in mission critical segments of the business
- Collaborated with our Cybersecurity and Firewall teams to fix issues with our VPN and other security products during a transition period to these new products
- Worked with the Ivanti suite of software for hardware management and VPN configurations
- Traveled to multiple sites across New York state for in person assistance both at standard office locations and in use gas production/compression/storage locations
PCI Desktop Support Consultant
National Fuel & Gas
01.2023 - 12.2023
- Responsible for providing an in person and remote secondary line of support to employees at National Fuel and Gas. Configuration and deployment of workstations as per National Fuel (NFG) policy.
- Worked with our frontline phone support team to increase the resolution rate of incoming issues/tickets.
- Worked with fellow Desktop Support Technicians and System Administrators to bring to attention and solve widespread issues related to desktop images being utilized.
- Assisted in inventory management and inventory process development to maintain better records of equipment location and quantity.
- Assisted with managing and training interns and our frontline support team in deployment processes and onsite diagnostic/repair processes with the goal of building their knowledge base and reducing the number of tickets reaching our secondary onsite support team.
Synergy Desktop Support Consultant
Rich Products
01.2023 - 03.2023
- Responsible for providing front line support to individuals returning to work post Covid. Built and deployed workstations for returning employees prior to their arrival. Worked with the rest of the Desktop support team to respond to tickets via Service Now. Maintained records of inventory and the location this inventory was deployed to for ease of location and management.
Frontier Mining Data Center Technician
Northern Data
06.2022 - 10.2022
- Managed over 3,000 concurrently running ASIC devices on site via network management as well as physical device checks as well as remotely managing thousands of other ASIC devices located offsite. Maintained devices and monitored the site for both hardware and software issues with devices and repaired and/or replaced damaged components as required. Monitored our operational servers for issues due to weathering, hardware, or software, and repaired devices in the case of downtime. Was responsible for documenting electricity costs for the site and advising on curtailment during periods of high-cost electricity usage. Handled inventory cataloging for all incoming/new devices as well as developing an updated system to keep track of inventory status and location. Utilized our preparatory ticketing system to track issue devices as well as operational issues to be fixed by the appropriate department.
Teksystems Desktop Support Consultant
Kaleida Health
08.2021 - 01.2022
- Responsible for deploying new computers throughout the hospital network as well as assisting doctors, nurses, and other staff with issues they were encountering with both their hardware and Citrix VDI instances. Set up of devices prior to deployment utilizing an internal deployment server with the correct operating system and software stack as required. Handled unpacking and inventory of newly delivered devices.
Hardware IT Technician Intern
Mission Ignite
06.2017 - 08.2019
- Responsible for the assembly of computer hardware and installation of software as requested by clientele. Assisted individual customers with finding hardware and software that would fit their required needs while maintaining a reasonable price within their budget. Assisted in updating internal software including new operating system installations and configurations. Built and managed our deployment server and worked to create quality operating system images to be installed on deployed machines. Established a routine process for documenting and reporting issues during the installation process of new hardware or software.
Education
Computer Science
01-2021
High School Diploma -
01.2020
Skills
- Hardware: Testing Computer Hardware, Hardware Repairs on Wired and Wireless Laptop/Desktop/Mac Devices, Repairs on Mobile Wireless Devices, Installation of Inkjet/Laser Printers, Monitor and Peripheral Repair, ASIC Repair, Dell Server Repair
- Software: Experience with Windows, MacOS, and Linux, ServiceNow, Google Office Suite, Microsoft Office Suite, Active Directory, Microsoft Entra/Azure, CentOS and RHEL8, Apache Web Server, AWS Setup and Deployment, Trello, GitHub/Git, Ivanti Management Software
- Networking: Installation/Configuration of Access Points and Managed Routers/Switches, Installation and Configuration of Operational Servers, Network Cabling Including CAT Termination, VSphere/VMWare Products
- Software Development: Python, Java, RUST, Bash, Lua, management of private Linux servers, usage of Version Control Software to Manage Code bases, External API Usage, Docker, Visual Studio IDE as well as VS Code, Intellij IDE Suite
Timeline
Service Desk Analyst II - National Fuel Gas Co
12.2023 - 10.2025
PCI Desktop Support Consultant - National Fuel & Gas
01.2023 - 12.2023
Synergy Desktop Support Consultant - Rich Products
01.2023 - 03.2023
Self Employed - IT Consultation and Computer Support Business
10.2022 - Current
Frontier Mining Data Center Technician - Northern Data
06.2022 - 10.2022
Teksystems Desktop Support Consultant - Kaleida Health
08.2021 - 01.2022
Hardware IT Technician Intern - Mission Ignite
06.2017 - 08.2019
Virginia Polytechnic Institute - , Computer Science
Saint Joseph’s Collegiate Institute - High School Diploma,