JAEDON JOHNSON
Nottingham
Summary
Detail-oriented IT Support Specialist with expertise in networking, troubleshooting, Active Directory, and Microsoft Azure. Equipped with a Graduate Certificate in Information Technology and a Google IT Support Professional Certificate. Pursuing CompTIA A+ certification while focusing on cybersecurity principles, IAM, and Zero Trust practices. Committed to enhancing system reliability and providing effective technical support.
Overview
7
7
years of professional experience
1
1
Certification
Work History
General Warehouse Associate
Home Depot
Sparrows Point
03.2025 - Current
- Sustained ~90% productivity while balancing multiple workflows and time-sensitive tasks.
- Identified missing items, damaged goods, and incorrect shipments during quality checks.
- Read and followed SOPs, IT runbooks, and security playbooks to maintain compliance and operational standards.
Forklift / Reach Truck Operator
Suddath
Jessup
04.2024 - 08.2025
- Verified digital order data using handheld systems; ensured accuracy of IT asset documentation for operational integrity.
- Loaded, unloaded, picked, and staged product for shipping or receiving purposes.
- Prioritized Safety/Compliance as a precursor to Security Compliance.
IT Support Training & Lab Work
NPower IT Program
Baltimore
09.2024 - 12.2024
- Achieved a 100% resolution rate on 20+ technical support tickets by utilizing Active Directory and Azure VM troubleshooting, reducing simulated downtime by [Estimated 90%].
- Configured and managed user accounts and permissions in Active Directory to ensure secure access for users.
- Completed labs in network fundamentals, Zero Trust modeling, and cyber hygiene best practices.
Order Fulfillment Specialist
Amazon
Baltimore
09.2022 - 04.2024
- Processed 200–300+ items per hour with 99% accuracy in a high-volume fulfillment environment
- Resolved 15–30 inventory discrepancies per shift through investigation and system verification
- Diagnosed hardware scanning issues to streamline workflow and minimize delays in order fulfillment.
Tier 1 Communications/Conflict De-escalation
Sheraton Inner Harbor Hotel
Baltimore
09.2019 - 02.2022
- Maintained front-office systems via data entry, and internal reporting to support seamless operations.
- Resolved guest tech requests to maintain system uptime and ensure uninterrupted service.
- Managed phone inquiries and directed calls to appropriate departments.
- Coordinated room bookings and ensured all reservations were accurately processed.
Education
Graduate Certificate - Information Technology
NPower
Baltimore, MD12-2024
Business Administration - Some College, Coursework in Information Systems, Communications, Microeconomics
Salisbury University
Salisbury, MDHigh School Diploma -
Archbishop Curley
Baltimore, MD07-2020
Skills
- Desktop Support
- Troubleshooting
- Ticketing Systems
- Customer Service
- Problem-Solving
- Zero Trust Principles
- Team Collaboration
- Windows 10/11
- Active Directory
- Network Fundamentals
- TCP/IP
- DNS
- DHCP
- Firewalls
- Endpoint Security
- IAM Protocols
- Virtual Machines
- Virtual Networks
- Microsoft Azure
- Command Line (CLI)
- PowerShell
- Database Fundamentals
- HTML
- Software Applications
Certification
- Google IT Support Professional Certificate, NPower / Coursera, 12/01/24
- CySA+, In progress, 8/25/2026
- Graduate Certificate in Information Technology, NPower, Baltimore, MD, 12/01/24
- CompTIA A+ Core 1 (1101), In Progress, 12/01/26
- CompTIA A+ Core 2 (1102), In Progress, 12/01/26
Timeline
General Warehouse Associate
Home Depot
03.2025 - Current
IT Support Training & Lab Work
NPower IT Program
09.2024 - 12.2024
Forklift / Reach Truck Operator
Suddath
04.2024 - 08.2025
Order Fulfillment Specialist
Amazon
09.2022 - 04.2024
Tier 1 Communications/Conflict De-escalation
Sheraton Inner Harbor Hotel
09.2019 - 02.2022
Graduate Certificate - Information Technology
NPower
Business Administration - Some College, Coursework in Information Systems, Communications, Microeconomics
Salisbury University
High School Diploma -
Archbishop Curley