Help Desk support tier 2

Jamar Childs

Detroit, MI ************@*****.*** https://www.linkedin.com/in/jamar-childs-846380222/

Professional Summary

Technical support professional with 2+ years of enterprise help desk experience, now pivoting into cybersecurity. Strong in triage, remote support, ServiceNow ticketing, Windows administration, and documentation, with foundational security skills from CompTIA Security+ and hands-on coursework in networking, Linux, and security principles. Known for calm, clear communication under pressure, fast issue isolation, and disciplined escalation—hallmarks hiring managers value for security operations and incident response readiness.

Certifications

CompTIA Security+ ce, CompTIA – Issued May 2025, Expires May 2028

AWS Cloud Quest: Cloud Practitioner, Amazon Web Services (AWS) – Issued Aug 2024

TestOut Security Pro – Issued Jun 2024

TestOut Network Pro – Issued May 2024

Google Cybersecurity Specialization (Coursera) – Issued Sep 2023

Education

Macomb Community College, Warren, MI – Associate of Applied Science (AAS), Information Technology, May 2026

Relevant coursework: Windows Server Administration, Principles of Networking, Cloud Administration, Linux, IT Security Principles

Experience

Technology Support Rep II (Contract), Domino’s World Resource Center — Ann Arbor, MI

May 2025 – Sept 2025 – (3 month contract)

Serve as the first point of contact for 15–30 inbound store support requests per shift in a 24/7 enterprise environment; open precise ServiceNow tickets, perform initial troubleshooting, and route/escalate efficiently to maintain queue health and SLAs.

Remotely diagnose and resolve routine issues across proprietary POS/Pulse software, Windows clients, and peripherals (touch screens, printers, phones, digital signage), using clear, courteous communication to drive quick next steps and first-call resolution when possible.

Contribute to team knowledge and speed by documenting repeatable fixes and basic flowcharts, applying light SQL query reading and basic network checks when relevant, and partnering with senior techs for follow-up closure.

Service Desk Intern, Stahls’ — Sterling Heights, MI

August 2024 – May 2025

Executed Windows 10 to 11 migration for 500+ endpoints, sustaining 98% operational uptime while coordinating user communications, cutover scheduling, and post-migration validation.

Standardized RDP support workflows and remote tooling, reducing average response time by approximately 25% and improving first-contact guidance for end users.

Improved asset accuracy by roughly 30% through inventory updates and decommissioning, while authoring OneDrive backup and application reinstallation guides that increased self-service adoption.

Talent Acquisitions Intern, Ambe Engineering — Farmington, MI

October 2023 – July 2024

Streamlined candidate sourcing via Zoho Recruit, Indeed, and LinkedIn Recruiter; optimized team collaboration with SharePoint and Teams while maintaining compliant documentation.

Built repeatable search strings and tracking sheets that improved visibility and throughput for high-volume requisitions.

Managing Editor, Indulta — Detroit, MI

October 2021 – March 2023

Led editorial operations and support inbox with 98–99% accuracy and on-time delivery; created process docs to reduce handoff friction and rework.

Maintained high customer satisfaction through concise, empathetic communication and deadline reliability.

Service Technician, Peloton — Tucker, GA

September 2019 – September 2021

Installed and serviced connected fitness equipment with a consistent 4.9/5 service rating, blending technical diagnostics with on-site customer education and safety checks.

Drove ancillary revenue and reduced repeat visits by setting user expectations and documenting common fix patterns.

Help Desk Agent, CGS — Norcross, GA

April 2019 – August 2019

Resolved Lenovo hardware and software incidents under warranty with a documented >90–95% resolution rate, following structured triage and escalation paths.

Logged detailed case notes and steps to closure, improving knowledge reuse and reducing duplicate tickets.

Service Desk Analyst, EmeSec Inc. (VA Hospital) — Tuscaloosa, AL

July 2016 – February 2017

Delivered Tier 1 support for clinical staff, including account unlocks and 50–75 secure password resets daily, while promptly escalating outages per severity standards.

Practiced change-aware communication in a regulated environment, reinforcing patient-care uptime and data access control.

Core Skills

Enterprise help desk and triage, remote support tools, ServiceNow ITSM, Windows 10/11 and basic macOS support, hardware and peripherals (touch screens, printers, phones, digital signage), M365/OneDrive and basic Entra ID/AD tasks (password resets, access), RDP and VPN basics, basic networking and SQL query reading, documentation and flowcharts, knowledge-centered support, customer service and de-escalation, Python and PowerShell fundamentals, SIEM/alert triage fundamentals, vulnerability and patching fundamentals.

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