Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JAPRINTIS JENKINS

Leesburg,VA

Summary

Aspiring cybersecurity student with hands-on experience in IT Service Management, Incident Response, and ITIL best practices. CompTIA Security+ certified with strong technical proficiency in network engineering and security operations, vulnerability management, and access control. Practical skills in SOC operations, log analysis, and security monitoring.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Technical Support Analyst

Dynamic Media
04.2023 - Current
  • Collaborate with network engineers to validate and fine-tune network configurations, granting secure, role-based access to critical devices and services.
  • Deliver Tier 1–2 technical support for enterprise music and messaging platforms including SiriusXM, SONOS, and Soundtrack Your Brand, ensuring seamless streaming and 99 % uptime for hundreds of client locations.
  • Diagnose and resolve complex connectivity, firewall, and VPN issues across wired and wireless environments, escalating only when necessary.
  • Manage the full incident lifecycle: create, track, and close tickets in ITSM systems while documenting root-cause analysis and preventive measures for knowledge-base reuse.
  • Provide proactive account maintenance and software updates, helping reduce repeat incidents and improve customer satisfaction scores.

IT Service Desk Agent

Collabera/Capital One
05.2022 - 01.2023
  • Configured MFA devices (YubiKey, biometric keys, soft tokens) and supported secure access.
  • Resolved VPN, remote device, and mobile configuration issues while adhering to ITSM protocols.
  • Utilized ServiceNow for ticket management, ensuring SLA compliance and accurate incident resolution.

Travel Service Technician

Mino-Tech Solutions
01.2022 - 05.2022
  • Managed infrastructure upgrades, ensuring secure installation of POS systems for business clients across multiple states including MD, DC, VA, DE, PA, NC, RI, and NY.
  • Performed system re-wiring tasks ranging from organizing network racks in data centers to assisting with camera system installations for Macy’s retail locations.
  • Conducted system checks and preventative maintenance to maintain IT security and performance.
  • Collaborated with vendors, ensuring smooth deployment of software and network configurations.

Education

BACHELOR OF SCIENCE - COMPUTER & INFORMATION SCIENCE – CYBER & INFORMATION SECURITY TECHNOLOGY

ECPI University
Manassas, VA
01.2027

HIGH SCHOOL DIPLOMA -

Battlefield High School
Haymarket, VA
01.2018

Skills

  • Security Operations
  • Network Security
  • SIEM
  • Wireshark
  • ServiceNow
  • Windows
  • Linux
  • TCP/IP
  • VPN
  • Firewall
  • MFA
  • Incident Response
  • Risk Management
  • TLS
  • OSI MODEL
  • UDP
  • Technical support
  • Network troubleshooting
  • VPN configuration
  • Customer service
  • Software updates
  • Ticketing systems
  • Remote support
  • Collaboration skills
  • Data analysis
  • Troubleshooting and Diagnostics
  • Software installation
  • Network diagnostics
  • Hardware troubleshooting
  • Knowledge base management
  • Desktop support

Certification

  • COMPTIA SECURITY+, 06/01/18
  • ITIL FOUNDATION V4, 08/01/18
  • AWS CERTIFIED CLOUD PRACTITIONER, 03/01/22
  • COVER 6 - CYBERSECURITY AWARENESS, 05/01/18
  • TRY HACK ME - SOC ANALYST 1 (SELF STUDY)

Timeline

Technical Support Analyst

Dynamic Media
04.2023 - Current

IT Service Desk Agent

Collabera/Capital One
05.2022 - 01.2023

Travel Service Technician

Mino-Tech Solutions
01.2022 - 05.2022

BACHELOR OF SCIENCE - COMPUTER & INFORMATION SCIENCE – CYBER & INFORMATION SECURITY TECHNOLOGY

ECPI University

HIGH SCHOOL DIPLOMA -

Battlefield High School

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