Open to opportunities

Jessica Austin

@jessicaaustin

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Experienced IT support and systems specialist focused on reliability and user success.

United States

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What I'm looking for

I am seeking hands-on IT support or systems roles where I can troubleshoot infrastructure, improve system reliability, mentor users, and contribute to efficient, customer-focused operations.

I am an IT support and systems specialist with over 15 years delivering technical support, systems administration, and end-user training across enterprise and small-business environments. I troubleshoot hardware, software, and network issues while deploying and managing enterprise tools to improve system efficiency.

My experience includes extensive work with ServiceNow, Active Directory, Office 365, Sophos security, KACE, ScreenConnect, and Cisco networking devices, and I have a strong track record of resolving incidents, documenting root causes, and maintaining compliance with SLAs. I have supported domestic and international users, performed server updates and break/fix operations on Windows, Linux, and Unix systems, and developed technical documentation and knowledge-base content.

I also provide freelance IT services, including system repairs, upgrades, home network setups, website development, and secure email recovery. I strive to deliver exceptional customer service, effective training, and durable technical solutions that reduce repeat incidents and increase user productivity.

Experience

Work history, roles, and key accomplishments

Current

IT Support Technician

Current

Jaustindesigns

Jul 2000 - Present (25 years 7 months)

Provided freelance IT support and web development for individuals and small businesses, performing system repairs, upgrades, home network setups, email security/restoration, and technical training.

Web Development Email Security Remote Support Training

Helpdesk Support

CBTS / Standex

Jan 2021 - Feb 2021 (1 month)

Provided remote and in-person help desk support across multiple locations, documented incidents and changes in ServiceNow Plus, and deployed/managed Zoom, KACE, ScreenConnect, SAP, and Sophos to resolve connectivity and security issues.

ServiceNow Zoom KACE ScreenConnect Sophos Office 365 Troubleshooting

Systems Support Operator

Logicalis

Oct 2017 - Jan 2019 (1 year 3 months)

Performed break/fix troubleshooting, server updates, and feature enhancements across Windows, Linux, Unix, and Cisco devices; resolved client issues via ServiceNow and maintained technical documentation to meet SLA requirements.

Windows Linux Unix Cisco ServiceNow Troubleshooting Documentation

Help Desk Support Technician

Logicalis

Feb 2013 - Oct 2017 (4 years 8 months)

Supported domestic and international users via phone and remote tools, performed Active Directory and Office 365 support, handled VPN/printer/software installations, and produced shift reports and knowledge-base content.

Active Directory Office 365 Lync VPN Troubleshooting User Support Knowledge Base

Media Billing Coordinator

W.B. Doner

Nov 1997 - Apr 2009 (11 years 5 months)

Managed client billing and invoice processing, resolved billing errors, and provided IT support for media and accounting teams including printer setup and network mapping during system transitions.

Billing Invoicing Account Printer Setups IT Support Training

Mortgage Funding Specialist

Flagstar Bank

Aug 1994 - Sep 1997 (3 years 1 month)

Processed mortgage funding requests and disbursed funds, maintained federal bonding compliance, and ensured accuracy in funding and documentation processes.

Mortgage Processing Wire Transfers & Compliance Documentation Disbursal Accuracy

Education

Degrees, certifications, and relevant coursework

Macomb Community College

Associate of Applied Science, Network Administration

Activities and societies: Microsoft Windows 8 Developer Camp — Metro-style applications (June 2012)

Completed an Associate of Applied Science in Network Administration with coursework focused on networking and systems administration, awarded May 2011.