Jamil Henry
Baltimore,MD
Summary
IT professional with CompTIA A+ and Network+ certifications, specializing in supporting Windows, Mac, and Linux operating systems. Expertise in troubleshooting, IT asset management, and networking, alongside a proven track record in delivering exceptional customer service. Currently advancing knowledge through a Bachelor's degree in Cybersecurity at Western Governors University.
Overview
5
5
years of professional experience
1
1
Certification
Work History
CXO Site Lead
Amazon
Baltimore, USA
09.2023 - Current
- Engaged with 50+ customers per day using effective strategies and modeled desired behaviors for the team
- Influenced continuous improvement by developing best practices for customer service leading to a consistent 90% customer satisfaction score
- Trained and coached a team of 10 or more associates to meet performance goals while fostering a positive environment
- Track and manage inventory of 50+ items including scanners, laptops, security tokens, and access cards
- Completed and distributed accurate and informative progress reports and project records to management
- Conducted testing of software and systems to ensure quality and reliability
Delivery Station Liaison
Amazon
Baltimore, USA
08.2021 - 09.2023
- Resolved package-related issues with a focus on customer satisfaction consistently maintaining 90% customer satisfaction
- Gained experience with technical equipment, supporting operations in two facilities
- Collaborated with management and partners to address escalations
- Recognized as one of the best customer service reps in the district
- Acted as a point of contact for customers, suppliers, partners and other third parties to support the delivery of services
IT Support /Operations Assistant
EcoMize USA
Baltimore, USA
12.2019 - 08.2021
- Installed, maintained, and troubleshot computer hardware, printers, and networking equipment
- Conducted data analysis to identify opportunities for operational efficiency improvements helping to reduce the cost per job by 20%
- Provided technical support to end-users, resolving issues with systems and connectivity
- Led project to upgrade all 10 PCs RAM and hard drives, improving system performance
- Allocated, maintained, and troubleshot IT equipment to ensure operational efficiency
- Utilized software programs such as Excel, Word, Outlook, for data entry, analysis and reporting purposes
Education
Bachelor's degree - Cybersecurity And Information Assurance
Western Governors University
06.2025
Bachelor's - Sports And Exercise Psychology
West Virginia University
05.2019
Skills
- Zebra printers
- PCs
- Handheld scanners
- Routers
- Switches
- DNS
- DHCP
- TCP/IP
- VLANs
- Firewalls
- Troubleshooting Windows
- Mac OS
- Linux OS
- Networking
- Operating Systems
- Security
- Mobile Devices
- Cloud Computing
- Virtualization
- Basic Python scripting
- Collaborative team member
- Customer service
- Team supervision
- Inventory management
Certification
- CompTIA A+
- Network+
- IT Operations Specialist
Timeline
CXO Site Lead
Amazon
09.2023 - Current
Delivery Station Liaison
Amazon
08.2021 - 09.2023
IT Support /Operations Assistant
EcoMize USA
12.2019 - 08.2021
Bachelor's degree - Cybersecurity And Information Assurance
Western Governors University
Bachelor's - Sports And Exercise Psychology
West Virginia University
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