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Senior Technical Support Engineer · Cybersecurity

Jason Harkins

I keep enterprise platforms running when it matters most — 10+ years resolving high-impact technical issues at scale, from MySQL internals to full-platform recovery, now deepening that edge with a master's in Cyber Security & Privacy.

Get in touch View experience ↓

10+: Years in tech
8: Years at ServiceNow
M.S.: Cybersecurity (2026)
10: Languages & stacks

Career

Experience

Senior Technical Support Engineer

ServiceNow · Orlando, FL

2018 — Present

Own high-priority (P1) cases end-to-end, driving prompt resolution to minimize business impact for enterprise customers.
Resolve complex platform issues by working directly in MySQL — diagnostics, data repair, and performance triage.
Lead process improvements for Data Recovery and System Application case handling across the team.
Mentor new engineers and deliver comprehensive onboarding and technical training.

MySQLServiceNow PlatformData RecoveryIncident ManagementMentorship

IT Help Desk Technician

UNF ITS Help Desk · Jacksonville, FL

2016 — 2018

Provided frontline technical support to students, faculty, and staff via phone and email.
Set up email accounts, troubleshot hardware, and resolved software issues across campus systems.
Fixed internet connectivity issues and handled VoIP phone system installations.

Help DeskNetworkingVoIPHardware

IT Specialist — Level 1

STS Aviation Group · Jensen Beach, FL

2015 — 2016

Resolved technical issues via phone and the LabTech ticketing system.
Handled email setup, hardware troubleshooting, and software issue resolution.
Provisioned computers and phones for new hires company-wide.

LabTechProvisioningTicketing

Academics

Education

2026

M.S. Cyber Security & Privacy

University of Central Florida

Graduate coursework in security, privacy engineering, and applied cryptography.

2018

B.A.S. Information Technology

University of North Florida

Applied focus on systems, networking, and IT operations.

2016

A.A.S. Computer Engineering

Indian River State College

Foundations in computing hardware and software engineering.

Toolbox

Skills

Languages

PythonSQLJavaScript JavaCC++ C#PHPHTMLCSS

Databases

MySQLMariaDBPostgreSQL

Tools & Platforms

GitGitHubServiceNow LinuxDockerApache

Focus Areas

CybersecurityData Recovery Incident ResponseEnterprise Support

Let's build something reliable.

Looking for someone who stays calm when production is down? I'm one email away.

jasonharkins2018@gmail.com