Hi, I'm
With machines, I get to the core issue. With people, I build bridges. With workflows and knowledge, I clarify, refine, and simplify.
Technical support specialist, knowledgebase author, and trainer with 11+ years of enterprise IT experience.
I've spent 11+ years doing technical support, writing knowledgebase articles, and training new hires. Most of that time has been supporting enterprise environments for Marathon Petroleum and the US Army Corps of Engineers. Active Directory, Exchange, VPN, SAP, mobility, you name it.
The thing I'm best at is distilling unordered technical generalities into clear, step-by-step documentation people can actually follow. I also train agents to think through problems instead of just reading scripts, and I look for ways to fix processes that cause tickets to get misrouted or escalated for no reason.
I know some HTML and CSS and I'm always picking up more. I'm finishing my BS in IT at Western Governors University and I hold Security+, A+, LPI Linux Essentials, and ITIL v4 certifications.
Tier I/II troubleshooting across enterprise environments. Active Directory, Exchange, VPN, SAP, mobility, and more. I diagnose fast and communicate clearly.
I turn scattered tribal knowledge into clear, searchable documentation. Authored critical, time-sensitive, and high-visibility knowledgebase articles used by service desk agents and end users alike. Content and verbiage adjusted to match audience, access, and understanding.
Trained new agents in all aspects of call, ticket, and customer handling. Met them where they are, built on existing skill, and encouraged resourcefulness, curiosity, and critical thinking. Mentored and assisted new agents after program completion.
Analyzed misdirected tickets to find root causes and recommended corrective steps. Proposed process improvements and tools to increase accuracy and improve the customer experience. Found and documented cross-team integration issues that had been causing confusion and long resolution times.
Professional work and personal builds. See the Knowledge Base for deep dives.
Advanced Outlook PST file recovery tool that goes beyond Microsoft's ScanPST. 7-phase recovery engine with brute-force deep scanning for damaged headers, corrupted BTrees, and orphaned blocks.
Led end-to-end planning and execution of a team-wide corporate domain migration. Developed phased training docs, tracked incidents, and ensured seamless cutover for all team members.
Authored and maintained a large-scale knowledgebase for Marathon Petroleum's service desk. Analyzed incident trends, distilled technical procedures, and collaborated with reluctant SMEs.
This site! A dark minimal portfolio with an integrated knowledge base featuring sidebar navigation, search, and article pages. Built with zero dependencies.
CompTIA
Network security, threats, cryptography, and identity management.
CompTIA
Hardware, OS troubleshooting, networking, and operational procedures.
Linux Professional Institute
Linux command line, file management, scripting, and system basics.
Axelos / PeopleCert
IT service management framework, practices, and guiding principles.
U.S. Department of Defense
Eligible to access classified information up to Secret level.
What colleagues and supervisors have said about working with me.
“He is a top performer who cares about the quality of work he provides to our customer and his team members. He is always there to assist, and is not afraid to ask questions when needed.”
“He always amazes me on his sensitivity of his performance, he takes every issue to heart and is always striving to improve.”
“He has the capability to move further than Tier I and I would like to see him work toward that.”
“I've known Jonathan through HPC and Linux courses. He is self-driven, motivated, and very respectful to people around him. He is an active learner, and displays genuine interest and ability to apply knowledge to solve the problem.”
“Jonathan is a diligent worker who takes pride in their work, is sociable and well liked, and strives to find opportunities to improve the quality of service provided.”
“He would regularly reach out to myself and others on the team to find ways to better communicate and offer a higher quality experience for our primary customer.”
“He worked on starting a project that would help ease the burden of onboarding by compiling practical knowledge new hires would need to do their jobs.”
“His quality on day to day activities was always consistent and high quality. He was consistently highly rated in regular QA reviews.”
“Jonathan is a great team player and would be a valuable asset to any company in need of a dedicated hardworking employee.”
Have a testimonial to add? Send it my way and I'll include it here.
Interested in working together? Let's connect.