Jaynai Allen

I’m a Technical Support professional with 5+ years of HELP DESK SUPPORT experience delivering Tier II end-user support across TECHNICAL SUPPORT Windows environments. I focus on fast, accurate resolution for real-world issues while protecting confidential information.

I’ve managed CYBERSECURITY incidents using Salesforce CRM and Jira, while troubleshooting software, VPN, authentication, account administration, and network connectivity issues. My work includes identity and access management strengths like incident management, MFA, and secure account recovery.

In remote and high-volume environments, I delivered Tier II support for Windows and VPN problems and performed root cause analysis on recurring technical issues. I also partnered with engineering teams for escalations, documented troubleshooting steps, and tracked tickets through resolution.

I build support that scales by creating knowledge base articles and technical documentation to improve troubleshooting consistency and support efficiency. I’m currently a Customer Experience & Technical Support Consultant while pursuing a CompTIA Security+ (In Progress) and strengthening my M.S. Cybersecurity foundation.