Open to opportunities

Jnai Butler

@jnaibutler

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IT specialist with 10+ years' experience in technical support, IAM, and customer-focused problem solving.

United States

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What I'm looking for

I'm seeking a hands-on IT support or IAM role where I can resolve complex issues, build SOPs, improve processes, and grow within a collaborative, security-focused team.

I am an IT professional with 10+ years of technical support and help desk experience, known for fast problem-solving and clear communication.

I have held roles including Service Desk Analyst II at Emory University, Technical Support Representative II at CGS (Lenovo), and Technical Support Representative at Hawk Communications, and I managed additional IT & IAM roles from 2019–2025. I created SOPs and documentation that improved ticket resolution times and customer satisfaction.

My technical strengths include Microsoft Active Directory and Azure AD, MFA/SSO and privileged access tools such as DUO and CyberArk, ServiceNow, ARS, Windows and macOS support, and Tier 2/3 identity and access remediation. I handle account provisioning, onboarding, offboarding, access management, and complex hardware/software/network troubleshooting.

I hold a Microsoft Certified Professional (MCP) credential and am pursuing a B.S. in Cybersecurity. I bring a customer-focused ethos and practical experience building processes that reduce friction and secure access for users.

Experience

Work history, roles, and key accomplishments

Service Desk Analyst II

Emory University

Jan 2015 - Jan 2019 (4 years)

Provided Tier 1/2 technical support to faculty, staff, and students via phone, email, and in-person, resolving hardware, software, and network issues and managing account and password resets. Created documentation and SOPs that improved ticket resolution efficiency.

Help Desk Desktop Support Active Directory Password Resets ServiceNow Windows MacOS Documentation

Technical Support Representative II

CGS (Lenovo)

Jan 2011 - Jan 2014 (3 years)

Delivered technical troubleshooting and step-by-step guidance for Lenovo devices, processed warranty claims, and coordinated repairs and replacements to restore customer hardware. Maintained clear customer communication to drive satisfactory resolutions.

Technical Troubleshooting Lenovo Customer Support Ticketing Systems

Technical Support Representative

Hawk Communications

Jan 2010 - Jan 2011 (1 year)

Assisted customers with internet and phone service issues, configuring modems, routers, and VoIP devices to restore service and ensure connectivity. Escalated complex network issues and documented resolutions for future reference.

Networking VoIP Customer Support Troubleshooting