Summary
Overview
Work History
Education
Skills
Certification
Key Projects
Timeline
Generic

Jaylen Smiley

Technical Support Engineer
Atlanta,GA

Summary

Technical Support Engineer with over 4 years of experience supporting Windows, Linux, and cloud environments. Skilled in Tier 3 escalations, troubleshooting complex technical issues, and administering enterprise systems to ensure performance and reliability. Experienced in root cause analysis, process optimization, and creating knowledge resources that enhance team efficiency. Seeking to bring advanced troubleshooting, system administration, and mentoring skills to strengthen IT operations, and drive organizational success.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Tier 2 Technical Support Engineer

Oracle
Atlanta, GA
09.2024 - Current
  • Deliver post-sales technical support as part of Oracle’s Mission Critical Immediate Response Center (IRC), serving as a primary contact for high-priority client incidents and escalations.
  • Troubleshoot complex incidents for the Oracle Health platform by analyzing logs, querying databases, and performing backend diagnostics to mitigate client-facing issues.
  • Execute remediation and escalation actions to restore stability across clinical and financial environments, minimizing downtime and service disruption.
  • Monitor system performance and proactively identify issues to ensure availability and reliability of mission-critical applications.
  • Mentor Tier 1 and Tier 2 support staff by sharing troubleshooting best practices, streamlining resolution processes, and elevating overall team expertise.
  • Contribute to continuous improvement by recommending process enhancements and updating knowledge resources to reduce recurring issues and improve efficiency.

Laptop Technician (Contractor)

CDW at Fisher Phillips
Sandy Springs, Georgia
05.2024 - 09.2024
  • Directed an enterprise-wide migration of 800+ workstations to Windows 11, coordinating with cross-functional teams to ensure compliance, minimize disruption, and maintain business continuity.
  • Designed and implemented automated IT deployment workflows with Autopilot and PowerShell, cutting onboarding time while mentoring junior staff on scripting best practices.
  • Led asset tracking and reporting improvements by introducing automation and standardized processes, increasing inventory accuracy, reducing audit risks, and enhancing overall IT governance.

Tier 2 Technical Support Engineer

McLarens
Norcross, GA
01.2023 - 05.2024
  • Directed a compliance initiative for 300+ hybrid-joined devices, leveraging Microsoft Intune to configure and enforce security policies across company-owned and BYOD laptops and phones.
  • Partnered with cybersecurity, infrastructure, and product teams to strengthen access controls, reducing unauthorized access incidents by 15% and improving overall security posture.
  • Diagnosed and resolved complex Windows OS and Windows Server issues, addressing performance bottlenecks, system errors, and security vulnerabilities in mission-critical environments.
  • Translated end-user challenges into actionable product improvements by serving as a liaison between technical teams and business stakeholders.
  • Mentored junior engineers on troubleshooting methodologies and best practices, increasing team efficiency by 20% and accelerating incident resolution times.

Technical Support Intern

McLarens
Norcross, Georgia
06.2022 - 01.2023
  • Developed strong time management skills by prioritizing high-impact issues and resolving critical incidents under tight deadlines.
  • Participated in diagnosing and resolving hardware and software issues, improving overall system reliability by 30% and reducing downtime.
  • Conducted root cause analysis to identify recurring technical problems and implemented preventive solutions that minimized repeat incidents.
  • Delivered technical support to end users with a 98% satisfaction rating from 500+ surveyed employees, consistently exceeding service expectations.
  • Created and documented troubleshooting procedures and best practices, standardizing processes and enhancing support team efficiency.

Education

Bachelor of Science -

SUNY Buffalo State
Buffalo, NY

Cloud Engineering Courses

AWS Cloud Engineer Academy

Skills

  • Windows OS and Server
  • Linux and Bash
  • Cloud platforms: AWS and Azure
  • Active Directory and Group Policy
  • Networking: TCP/IP, DNS, DHCP, VPN
  • Intune, MDM, and IAM
  • Virtualization: VMware and Hyper-V
  • PowerShell automation and scripting

Certification

  • Oracle OCI Foundations Associate (Issued Dec 2024)
  • CompTIA Network + (Issued Sep 2023 - Expires Sep 2026)
  • Microsoft Azure Fundamentals AZ-900 (In progress)

Key Projects

  • AWS S3 & IAM Automation: Designed and deployed secure S3 storage solutions, automated uploads, and implemented IAM policy frameworks to improve access controls and reduce manual configuration.
  • Device Compliance (Azure Hybrid Join): Automated device rejoin and security group assignments for 300+ devices using PowerShell, ensuring compliance and strengthening endpoint security.
  • Domain Migration (200+ Users): Led migration of 200+ user accounts and resources to a new infrastructure post-acquisition, achieving a seamless transition with minimal downtime and no data loss.
  • Virtualization Management (VMware & Hyper-V): Configured and maintained virtual machines across VMware and Hyper-V environments, optimizing resource allocation and improving system availability for critical business applications.

Timeline

Tier 2 Technical Support Engineer

Oracle
09.2024 - Current

Laptop Technician (Contractor)

CDW at Fisher Phillips
05.2024 - 09.2024

Tier 2 Technical Support Engineer

McLarens
01.2023 - 05.2024

Technical Support Intern

McLarens
06.2022 - 01.2023

Bachelor of Science -

SUNY Buffalo State

Cloud Engineering Courses

AWS Cloud Engineer Academy

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Jaylen SmileyTechnical Support Engineer