Jameson Glover
IT Support Technician
Odenton,MD
Summary
IT Support Technician transitioning into cybersecurity with 14+ years supporting enterprise and healthcare infrastructures. Strength in endpoint security, user access governance, incident triage, and system hardening within regulated environments. Known for reducing resolution times, leading deployments, and maintaining high SLA performance in mission-critical settings. Currently expanding blue-team skills through labs (Splunk, NIST, Security+) and hands-on security practices in healthcare IT. Clearance-eligible.
Professional in IT support, prepared to tackle complex technical challenges. Proven ability to diagnose and resolve software and hardware issues, enhancing user productivity. Strong focus on team collaboration and adaptability to meet changing IT needs, leveraging technical skills and reliable work ethic.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Support Technician
Apex Systems @ Inova Health System
10.2024 - Current
- Desktop Support
- Provide Tier 1–2 technical & security support for 500+ clinical endpoints, resolving Windows, Epic EMR, VPN, and authentication issues in a regulated healthcare security environment.
- Act as escalation lead; mentor junior technicians in triage, documentation, endpoint hardening, and user access governance.
- Reconfigured a C-suite wall-arm display system for a high-priority executive meeting; issue resolved within hours.
- Reduced average ticket time by 25% through improved triage documentation and proactive monitoring.
- Maintain 98%+ SLA compliance while supporting multi-site operations and after-hours escalations.
- Administer Active Directory accounts, group policies, and permissions to ensure secure provisioning and access control.
- Verify network drops, cable paths, and clinical workstation readiness for deployments and go-lives.
- Improve ServiceNow knowledge base accuracy by documenting resolutions that reduced repeat escalations by 30%.
IT Consultant / Digital Solutions Provider
Field Nation
01.2010 - 01.2024
- Desktop Support
- Installed and configured 300+ PCs, POS systems, and SMB networks with structured cabling, router/firewall setup, and peripheral integration.
- Created user training materials and documentation, reducing follow-up support requests by 30%.
- Reimaged 100+ secured Windows systems for a military simulation environment aligned with operational deadlines.
- Performed system hardening tasks, updates, and preventive maintenance that extended equipment life cycles by ~18 months.
- Designed and maintained WordPress-based websites with 99.9% uptime through optimization and performance monitoring.
Education
High School Diploma -
Halie Turner Private School
Skills
- Cyber & Security: Endpoint Security
- Incident Triage
- Access Management
- Active Directory Governance
- MFA Support
- NIST CSF Familiarity
- Log Analysis (Splunk Fundamentals)
- Security Awareness
- HIPAA/PHI Compliance
- Systems & Tools: Windows 10/11
- Epic EMR
- ServiceNow
- SCCM/USMT
- ADUC
- VPN & Network Troubleshooting
- Office 365
- Infrastructure & Deployment: Endpoint Imaging
- Printer/Peripheral Support
- Cable Management
- Go-Live Support
- Hardware Diagnostics
- Professional Strengths: SLA Management
- Documentation
- Customer Service
- Escalation Ownership
- Technical Training
- Team Leadership
- Hardware installation
- Help desk support
Certification
- Google Cybersecurity Professional Certificate (2025)
- CompTIA A+ Certified
- CompTIA Security+ (In Progress)
ADDITIONAL INFORMATION
- Clearance: U.S. Citizen — Eligible for Public Trust / Secret
- Soft Skills: Dependable, analytical, collaborative, documentation-driven, customer-focused
Timeline
IT Support Technician
Apex Systems @ Inova Health System
10.2024 - Current
IT Consultant / Digital Solutions Provider
Field Nation
01.2010 - 01.2024
High School Diploma -
Halie Turner Private School