Jaleel Scanterbury

Help Desk & Ticketing Support

• Diagnosed daily support tickets using ServiceNow and ConnectWise, meeting SLAs and reinforcing user trust.

• Designed triage workflow reducing incident resolution time

• Created trend reports monthly, enabling proactive issue mitigation.

Troubleshooting & System Optimization

• Troubleshoot devices across OS platforms,

• Migrated users to Office 365, adapting to shifting tech requirements.

Network Security & Authentication

• Implemented MFA for users, managing unauthorized access

• Configured VLANs and firewalls, improving segmentation and network speed

Documentation & Training

• Authored guides and FAQs, reducing repeat tickets and encouraged active learning

• Trained staff on systems, simplifying adoption for non-technical users.

Customer Relations & Inquiry Management

• Translated technical findings into user-friendly explanations, reducing follow-ups and enhancing satisfaction.

Documentation & Knowledge Management

• Crafted user guides and FAQs to empower user self-service and cut repeat support requests.

• Produced incident analysis reports to inform onboarding and improve issue-handling accuracy.