IT Support Lead with 10+ Years Multi-Platform Expertise

JALEESA LESLIE

404-***-**** *****************@******.*** Atlanta, GA

PROFESSIONAL SUMMARY

Highly effective, HDI-certified IT Support Professional with 10+ years of experience delivering first-line and advanced technical support in fast-paced enterprise environments. Proven expertise supporting Windows, macOS, Linux, iOS, and Android systems, managing user access, and improving support operations through documentation and process optimization. RELEVANT SKILLS & ACCOMPLISHMENTS

Systems Administration & Infrastructure

User Access Management: Administered user accounts, permissions, and access via Active Directory and Intune.

Cloud & Server Migration: Assisted in the migration from on-premise colocation to AWS infrastructure and decommissioned legacy Linux servers.

Automation: Developed Bash scripts and cron jobs to automate daily support tasks.

Virtualization: Built and managed virtualized Linux servers using ProxMox, VirtualBox, and AWS.

Identity Management: Integrated LastPass with Okta SSO for improved identity management. Technical Support & Operations

Multi-Platform Expertise: Provided comprehensive end-user support for Windows, macOS, and Linux (Ubuntu, Debian, CentOS) systems.

Ticketing & SLA Compliance: Managed and resolved tickets using ServiceNow, Jira, and FreshService while meeting SLA targets.

Hardware Lifecycle: Performed hardware repairs, upgrades, and new device deployments using Intune and SCCM.

Mobile & Remote Support: Provided troubleshooting for Apple iPhone and Android devices, as well as remote support for distributed teams.

Documentation & Training

Knowledge Base Management: Led the creation and ownership of internal knowledge bases in ServiceNow and Confluence, including technical documentation and training videos.

User Training: Conducted remote and in-person IT onboardings for new hires and mentored new team members.

Workflow Optimization: Used Torii for employee onboarding and offboarding workflows. WORK HISTORY

IT Support Specialist Roark Capital 2024 – 2025

IT Technical Support LiveVox by NICE 2024

Desktop Support Engineer II LiveVox 2021 – 2024

Support Engineer I OneDigital 2021

FIRST Member Aquesst (Linden Lab) 2020 – 2021

Support Engineer OneDigital 2017 – 2020

Staff Support Agent Thompson Technologies (Chick-fil-A) 2017

Help Desk Technician Smith and Carson 2015 – 2017 CERTIFICATIONS

HDI Desktop Support Technician

HDI Support Center Analyst

EDUCATION

Bachelor’s Degree American InterContinental University December 2015

Contact this candidate