Jamie L. Posley

Perry

Summary

Experienced Tier 2 IT Support Technician with strong expertise in diagnosing and resolving complex technical issues, managing escalations from Tier 1, and ensuring timely resolution within SLA targets. Skilled in system deployments, hardware repairs, network troubleshooting, and supporting enterprise-level software. Adept at providing remote and on-site assistance, training users, and maintaining clear communication with stakeholders. Focused on delivering high-quality support with an emphasis on problem-solving, customer satisfaction, and continuous improvement.

Overview

years of professional experience

Certification

Work History

IT Support Specialist Tier 2

Spinen

Macon, GA

04.2023 - Current

Provided Tier 2 technical support for hardware, software, and network-related issues across Windows and macOS environments.
Performed Cyber Security monitoring and response via Adlumin, Microsoft Defender, and N-Able.
Administered Azure Active Directory, including group policy updates, MFA enforcement, and RBAC.
Executed on-demand deployment of networking hardware and end-user systems including switches, firewalls, servers, and workstations to support client infrastructure needs.
Troubleshot complex issues involving VPNs, DNS, DHCP, Active Directory, and remote desktop connections.
Assisted with audits and maintained compliance documentation related to HIPAA, GDPR, or internal security standards.

25Q Multichannel Transmission Systems Operator

Army

Fort Stewart, GA

02.2015 - 04.2023

Resolved complex issues related to the performance of communications systems by utilizing advanced problem-solving techniques.
Performed daily system tests on all equipment, including radios, antennas, amplifiers and modems.
Provided technical training sessions for new personnel on the use of associated communication systems.
Repaired faulty components such as transistors, resistors, capacitors and integrated circuits.
Developed the training, planning, and implementation for the Joint Network Node which improved training compliance by 30 percent.
Performed trend analysis of network usage, user complaints, traffic interruption, hardware and software capabilities and other relevant factors to identify patterns and trends to determine long-term technology solutions.
Evaluated newly acquired equipment against established standards prior to deployment into active service.

Education

High School Diploma -

Houston County

Warner Robins

Skills

Operating Systems: Windows 7/10/11, macOS, Linux
Hardware Support: Desktop PCs, Laptops, Servers, Printers, Networking Devices (Switches, Routers, Firewalls, Windows Server 2008/2012)
Active Directory: User/group management, Group Policy, Permissions, AD troubleshooting
Troubleshooting Tools: Wireshark, Event Viewer, Command Prompt (cmd), PowerShell, Task Manager, msconfig
Scripting: PowerShell, Batch scripting
Email Troubleshooting: Outlook, Microsoft Exchange, IMAP, SMTP, DNS troubleshooting for mail routing

Mobile Device Management (MDM): Experience with solutions like Intune, Mosyle, and Apple Business Manager
Networking: TCP/IP, DNS, DHCP, VPN, VLAN, Subnetting, Routing Basics
Virtualization: VMWare, Hyper-V, VirtualBox
Security: Antivirus solutions, Firewalls, VPN troubleshooting, Encryption tools, Endpoint security policies
Ticket management: ConnectWise, Halo
Incident Management: Familiar with ITIL methodologies for incident response and escalation