Jaleel Scanterbury

JALEEL SCANTERBURY Toronto, ON MSA 2K3 IT Support Specialist | Office 365 & AD Admin • Network & Remote Support Delivered expert IT support across Windows, Linux, and macOS environments—managing Office 365, Active Directory, help desk systems, and network security. Streamlined ticket workflows using Zendesk, ServiceNow, and ConnectWise to ensure responsive and reliable issue resolution. Configured firewalls, VLANs, and deployed MFA to strengthen security and compliance posture. Authored clear documentation and delivered user training—empowering end-users with accessible technical knowledge. CORE COMPETENCIES Help Desk Ticketing & RMM Tools (Zendesk, Freshdesk, ServiceNow, ConnectWise) • Active Directory & Microsoft 365 Administration • Remote Support (TeamViewer, AnyDesk, RDP) • Network Security (Firewalls, VLAN, VPN, MFA) • Troubleshooting & System Optimization • Problem Solving & Critical Thinking • Strong Communication & Active Listening • Adaptability & Continuous Learning • Empathy & Customer Excellence • Team Collaboration & Time Management. Technical Skills: ServiceNow | ConnectWise RMM | Microsoft 365 Admin Center | FortiGate / pfSense | TeamViewer / AnyDesk EXPERIENCE Ministry of Homeland Security – Port of Spain, Trinidad May 2019 – May 2025 Technical Support Specialist 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. EDUCATION & CERTIFICATION Bachelor’s Degree in Information Technology, University of Greenwich Udemy/ Coursera - CompTIA A+ Certification,