Open to opportunities

Jonathan Lambert

@jonathanlambert

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Experienced IT professional specializing in incident management and customer satisfaction.

United States

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What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for professional growth.

I am a top-performing Information Technology Professional with nearly 9 years of experience in IT troubleshooting, incident management, and customer service. My expertise lies in delivering high-quality IT support, maintaining service continuity, and ensuring timely ticket resolution. I pride myself on my ability to accurately identify issues, assess customer needs, and develop innovative solutions that minimize negative impacts on business operations.

Throughout my career, I have built a reputation for resolving complex problems and driving operational improvements. As an IT Service Desk Specialist at HCLTech, I supervised a team of analysts, managed service desk queues, and collaborated with internal teams to address backlogged issues. My role as a Critical Incident Manager further honed my skills in maintaining business continuity during disruptive events, ensuring that service level agreements were met while providing exceptional support to stakeholders.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Specialist

Current

HCLTech

Jan 2020 - Present (5 years 6 months)

Received calls, emails, and web-tickets from end-users and other agencies, creating incident or service request tickets. Triaged and troubleshot all issues concerning computer hardware, software, and networking.

Incident Management Customer Service Networking SCCM Citrix VMWare

Critical Incident Manager

HCLTech

Jan 2017 - Dec 2019 (2 years 11 months)

Assisted in the remediation of disruptive and unexpected events such as security breaches, system failures, and natural disasters. Maintained business continuity and ensured smooth operations despite impromptu incidents and problems.

Business Continuity IT Security Team Leadership Quality Assurance Conflict Resolution SLA Management

Education

Degrees, certifications, and relevant coursework

Dallas Theological Seminary

Master of Theology, Theology

Currently pursuing a Master of Theology degree, deepening understanding of theological concepts and religious studies. Expected to complete the program in May 2027.

CompTIA

Certification, Information Technology Certifications

Currently pursuing CompTIA A+ and CompTIA Security+ certifications. These certifications are expected to be completed by August 2025, enhancing skills in IT support and cybersecurity.

Methodist University

Bachelor of Arts, Religion / Philosophy

Completed a Bachelor of Arts degree with a focus on Religion and Philosophy. Gained a comprehensive understanding of various religious traditions and philosophical thought.

Qualys

Training, Vulnerability Management

Completed training in Qualys Vulnerability Management Fundamentals. This training provided essential knowledge and skills in vulnerability management using the Qualys platform.