Juwon Howard

I am a Senior Technical Support Engineer with over eight years of experience providing Level 2 and escalated support in enterprise environments, specializing in Windows, Microsoft 365, Active Directory, and endpoint hardware/software. I consistently maintain 95%+ SLA compliance while owning complex cases and collaborating with Level 3 software and hardware engineers to drive timely resolutions.

I author technical knowledge-base articles, participate in software pre-pilots and rollouts, and deliver desk-side coaching and readiness training that reduce preventable incidents and improve end-user confidence. I have led initiatives that cut resolution time by 20–30% and lowered security-related incidents through proactive mitigation.

Certified in CompTIA A+ and HDI Support Center Analyst, I design and implement process and training improvements—such as phishing prevention and standardized escalation workflows—to strengthen support quality, security posture, and cross-functional collaboration.