Jaylen Joyner
Albany,GA
Summary
Developed a wide range of technical and interpersonal skills in a fast-paced IT support environment, looking to transition into a new field. Demonstrated strengths include troubleshooting, customer service, and efficient problem resolution. Seeking to leverage these skills to contribute to a new industry while continuing to grow professionally.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Service Desk Analyst
Dougherty County School System
Albany, CA
03.2023 - Current
- Provided technical support for hardware and software issues across district-wide systems.
- Assisted users in troubleshooting network connectivity problems, enhancing overall user satisfaction.
- Documented and tracked service requests using ticketing system (Incident IQ), ensuring timely resolutions.
- Collaborated with the IT team to implement software updates, improving system security and performance.
- Experience using various software such as Mobile Device Management (MDM), JAMF Cloud, Apple School Manager, and Active Directory.
- Analyzed recurring technical issues to identify patterns and recommend process improvements.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted in the development of system security protocols.
Education
Bachelor of Science - Computer Science
Fort Valley State University
Fort Valley, GA12-2023
Bachelor of Science - Cyber Security
Fort Valley State University
Fort Valley, GA07-2023
Skills
- Microsoft Office
- C-Unix
- Java Script
- Cyber Security
- Team Communication
- Leadership
- Technical support
- Hardware troubleshooting
- Hardware support
- Software support
- Information security
- Ticketing systems
- Teamwork and collaboration
- Microsoft windows and office
- Organizational skills
- Incident management
- Client relationship management
Certification
- Google Workspace - Training - June 2025
Timeline
Service Desk Analyst
Dougherty County School System
03.2023 - Current
Bachelor of Science - Computer Science
Fort Valley State University
Bachelor of Science - Cyber Security
Fort Valley State University
AWARDS, ACTIVITIES & HONORS
FVSU Dean’s List; 2019, 2021, 2022 SIAC All-Academic Team 2019, 2021, 2022