Senior Technical Support Leader with 20+ Years Experience

Justin Herron

Performance-driven Technical Support Specialist with over 20 years of

experience in enterprise-level hardware/software troubleshooting, installation, and systems administration. Expert in Windows and Linux environments, cloud infrastructure (AWS, Azure), and database management. Proven track record of optimizing support workflows, reducing latency, and maintaining elite customer satisfaction scores. CONTACT

******.******@*****.***

770-***-****

www.linkedin.com/in/justinherron/

SKILLS

Professional & Strategic:

Project & Lifecycle Management,

Process Optimization, Vendor

Coordination, Root Cause Analysis

(RCA), Data-Driven Decision Making,

Technical Troubleshooting,

Customer Onboarding, Training &

Mentorship, Cross-functional

Collaboration, Technical

Documentation (Internal/External),

Contract Negotiation.

Technical Proficiencies:

Windows 10/11, Windows Server

(2016-22), macOS, Linux, AWS,

Azure, VMware, TCP/IP, DNS/DHCP,

VPN, Firewalls, Network

Troubleshooting, MS SQL Server,

MySQL, MongoDB, T-SQL, Database

Tuning, RESTful APIs, JSON, XML,

C#, ASP.NET, JavaScript, TypeScript,

Angular, HTML5/CSS3, PowerShell,

Python, Bash, Git.

Enterprise Systems & Support:

Zendesk, Salesforce, Jira,

ServiceNow, SLA Management,

Microsoft 365, Google Workspace,

SaaS & CMS (WordPress), IIS,

Apache, SEO Optimization.

EDUCATION

Ashland University —

Ashland, OH

Bachelor of Science

Interdisciplinary Studies

(2022 - 2023)

Magna Cum Laude

Gamma Alpha Kappa

Associate of Arts

Communications

(2019 - 2021)

Cum Laude

Gamma Alpha Kappa

EXPERIENCE

HH Concepts — Douglasville, GA

IT Manager (November 2015 - November 2025)

Directed full-lifecycle deployment and configuration of enterprise workstations and infrastructure, ensuring 99.9% network uptime and peak system performance.

Architected and maintained a comprehensive technical knowledge base and incident logging system, reducing recurring issues through improved documentation accuracy.

Provisioned and managed cross-platform hardware and peripheral ecosystems, streamlining connectivity for onsite and remote operations. Optimized IT support workflows by implementing standardized ticketing protocols, significantly improving response times and hardware lifecycle management.

Better Homes and Gardens — Oakland Park, FL

Licensed Real Estate Agent (January 2013 - November 2015) Negotiated high-value contracts and terms, leveraging market research and competitive analysis to secure favorable client outcomes. Managed end-to-end digital marketing lifecycles, utilizing CRM tools, SEO, and virtual tours to drive lead generation and brand visibility. Pinkerton Risk Management — Boca Raton, FL

Software Programmer Analyst (May 2010 - May 2013)

Engineered high-performance web-based software and database structures, optimizing MS SQL and IIS web servers for maximum uptime. Decelerated latency by 90% through strategic indexing and performance bottleneck analysis, significantly improving platform speed. Orchestrated global development workflows via ticketing systems and daily scrums, ensuring version control and deployment consistency. Navicus — Boca Raton, FL

Technical Support Specialist (October 2007 - May 2010) Executed complex data migrations for new client onboarding while maintaining strict data integrity and SLA compliance. Diagnosed and resolved multi-platform hardware/software issues across Windows and Linux environments for enterprise-level users. Standardized incident documentation within ticketing systems to track resolution metrics and maintain high CSAT scores.

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