Jason Harkins
Contact: jasonharkins2018@gmail.com
Experience
Senior Technical Support Engineer
ServiceNow - Orlando, FL
(2018 - Present)
- Manage high-priority cases, ensuring prompt resolution to minimize business impact.
- Resolve complex platform issues by directly working in MySQL.
- Lead process improvements in Data Recovery and System Application case handling.
- Mentor and provide comprehensive training for new team members.
IT Help Desk Technician
UNF ITS Help Desk - Jacksonville, FL
(2016 - 2018)
- Provide technical support to users via phone and email.
- Set up email accounts, troubleshoot hardware, and resolve software issues.
- Fix internet connectivity issues and handle VoIP phone system installations.
IT Specialist Level 1
STS Aviation Group - Jensen Beach, FL
(2015 - 2016)
- Solved technical issues for users via phone or LabTech ticketing system.
- Proficient in email setup, hardware troubleshooting, and software issue resolution.
- Provisioned computers and phones for new hires.
Education
Master of Science: Cyber Security and Privacy
University of Central Florida (Expected 2026)
Bachelor of Applied Science: Information Technology
University of North Florida (2018)
Associate of Applied Science: Computer Engineering
Indian River State College (2016)
Skills
Programming Languages
Tools/Frameworks