JAMAL LEE
Upper Marlboro,MD
Summary
Business Operations and Technology Support professional with extensive experience enhancing workflows, managing projects, and implementing solutions that drive brand growth. Recognized for translating complex challenges into actionable strategies that improve customer engagement and operational efficiency.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Brand Operations Lead
Sandman's Sleeping Bags
Washington, DC
04.2021 - Current
- Manage daily business operations supporting product development, customer engagement, vendor relationships, inventory coordination, and workflow execution.
- Develop operational strategies that strengthen customer relationships, improve brand positioning, and support business growth.
- Analyze customer feedback and market trends to identify opportunities for process improvement and enhanced customer experience.
- Coordinate business activities, timelines, and resources to support efficient execution of operational goals.
- Resolve customer concerns through effective communication, problem-solving, and relationship management.
- Support strategic planning by aligning operational activities with long-term business objectives.
Brand Strategy & Operations Consultant
Code Name LLC
Washington, DC
08.2019 - Current
- Advise entrepreneurs, businesses, and creative professionals on operations, brand strategy, customer engagement, and organizational growth.
- Provide consulting support focused on workflow improvement, business positioning, project execution, and operational planning.
- Coordinate photography, video production, and creative projects by managing scheduling, logistics, communication, and execution.
- Build client relationships through strategic guidance, problem-solving, and solution-focused consulting.
- Translate business goals into actionable strategies that improve organization and operational efficiency.
Brand & Creative Operations Lead
Nu Mafia Entertainment
Washington, DC
07.2014 - Current
- Lead branding initiatives supporting artists, creative projects, digital media, and promotional campaigns.
- Coordinate projects involving scheduling, content development, workflow management, and team collaboration.
- Support audience development through strategic branding, digital platform management, and customer engagement initiatives.
- Improve operational consistency by organizing processes, communication, and creative execution.
- Manage digital platforms supporting content distribution and audience interaction.
HVAC Apprentice
HVAC Specialists Inc.
Washington, DC
01.2010 - 12.2013
- Assisted senior technicians with HVAC installation, maintenance, troubleshooting, and repair for residential and commercial customers.
- Diagnosed mechanical issues and supported resolution through structured troubleshooting processes.
- Interpreted work orders, organized materials, and completed projects within established timelines.
- Developed hands-on technical problem-solving skills through equipment repair and service operations.
Property Turnover Technician
One Man One Bucket (OMOB)
Washington, DC
01.2009 - 12.2010
- Prepared residential properties for occupancy through repairs, restoration, painting, cleaning, and maintenance activities.
- Coordinated multiple property turnover assignments while maintaining quality standards and deadlines.
- Inspected completed work to ensure readiness for tenants and property managers.
- Managed independent assignments requiring organization, attention to detail, and accountability.
Maintenance Technician
Home Pro
Washington, DC
01.2007 - 12.2009
- Performed residential maintenance and renovation projects involving carpentry, plumbing, drywall, electrical work, painting, and general repairs.
- Diagnosed maintenance issues and implemented effective repair solutions.
- Managed customer service requests while maintaining professionalism, communication, and quality standards.
- Developed strong troubleshooting abilities through hands-on technical work.
Barista
Starbucks Coffee
Washington, DC
10.2006 - 01.2007
- Delivered customer service in a fast-paced environment while managing high-volume transactions and maintaining accuracy.
- Supported daily operations through teamwork, organization, and attention to detail.
Education
CompTIA A+ -
DCIA Infrastructure Academy
Washington, DC09-2024
Micro Certification - Network And System Administration
ServiceNow
Online11-2023
IT Support Specialist - Information Technology
Corsera
Online02-2023
High School Diploma -
Eastern Senior High School
Washington, DC06-2006
Skills
- Business Operations
- Process Improvement
- Workflow Optimization
- Project Coordination
- Customer Experience
- Client Relations
- Vendor Coordination
- Business Consulting
- Operational Planning
- Brand Development
- Brand Positioning
- Marketing Strategy
- Audience Development
- Creative Operations
- Business Growth Strategy
- Customer Engagement
- Strategic Planning
- CompTIA A
- Desktop Support
- Windows 10/11
- Hardware & Software Troubleshooting
- ServiceNow ITSM
- Incident Management Fundamentals
- Networking Fundamentals
- Technical Documentation
- Systems Administration Fundamentals
- User Support
- ServiceNow Platform
- Microsoft Office Suite
- Google Workspace
- Ticketing Systems
- Operating Systems
- Hardware Diagnostics
- Software Installation & Configuration
Training
Technical Support Fundamentals, Bits and Bytes of Computer Networking, Operating Systems and You, System Administration & IT Infrastructure Services, IT Service Management Fundamentals, Incident Management, ServiceNow Platform Fundamentals, Applied technical training covering desktop support, troubleshooting, networking concepts, systems administration, hardware/software support, and IT service operations.
Certification
- CompTIA A+
- ServiceNow Micro-Certification
- Google Technical Support Fundamentals
- Google Bits and Bytes of Computer Networking
- Google Systems Administration & IT Infrastructure Services
- Cybersecurity Awareness & Innovation
Hands On Technical Project Experience
- Completed 100+ simulated and applied technical projects through Coursera, Google Career Certificates, and DCIA IT training programs.
- Completed 30+ ServiceNow platform instances focused on ITSM workflows, incident management concepts, ticketing processes, platform navigation, and service operations simulations.
- Applied troubleshooting methodologies to diagnose hardware, software, operating system, and networking scenarios within simulated enterprise environments.
- Created technical documentation, followed structured troubleshooting procedures, and practiced solutions aligned with professional IT support environments.
Core Expertise
Business Operations, Process Improvement, Workflow Optimization, Project Coordination, Customer Experience, Client Relations, Vendor Coordination, Business Consulting, Operational Planning, Brand Development, Brand Positioning, Marketing Strategy, Audience Development, Creative Operations, Business Growth Strategy, Customer Engagement, Strategic Planning, CompTIA A+, Desktop Support, Windows 10/11, Hardware & Software Troubleshooting, ServiceNow ITSM, Incident Management Fundamentals, Networking Fundamentals, Technical Documentation, Systems Administration Fundamentals, User Support, ServiceNow Platform, Microsoft Office Suite, Google Workspace, Ticketing Systems, Operating Systems, Hardware Diagnostics, Software Installation & Configuration
Timeline
Brand Operations Lead
Sandman's Sleeping Bags
04.2021 - Current
Brand Strategy & Operations Consultant
Code Name LLC
08.2019 - Current
Brand & Creative Operations Lead
Nu Mafia Entertainment
07.2014 - Current
HVAC Apprentice
HVAC Specialists Inc.
01.2010 - 12.2013
Property Turnover Technician
One Man One Bucket (OMOB)
01.2009 - 12.2010
Maintenance Technician
Home Pro
01.2007 - 12.2009
Barista
Starbucks Coffee
10.2006 - 01.2007
CompTIA A+ -
DCIA Infrastructure Academy
Micro Certification - Network And System Administration
ServiceNow
IT Support Specialist - Information Technology
Corsera
High School Diploma -
Eastern Senior High School