jonathanjulion
Customer Support Specialist
I'm an experienced IT and customer support professional with over 5 years helping users solve technical problems, stay secure, and feel confident using technology.
My background spans government, education, and enterprise environments but what drives me most is empowering people through technology. Over time, that passion led me to Web3.
Through hands-on learning and volunteering with ETH Chicago, I've supported users in setting up smart wallets like Phantom and MetaMask, participated in blockchain hackathons, and helped newcomers understand DeFi, NFTs, and wallet security. I love making complex ideas feel simple and approachable.
Today, I'm looking to combine my strong foundation in technical support with my growing expertise in Web3 to help build better, safer user experiences in the crypto space.
Core skills:
Tier 1 & 2 Technical Support
Customer Experience & Communication
Crypto Wallets (Phantom, MetaMask)
Blockchain Basics, DeFi, NFTs
Active Directory, SCCM, Endpoint Security
IT Compliance (KYC/AML familiarity)
Let’s connect if you're building something in Web3, support, or user education. I’d love to be part of helping more people feel confident in this next evolution of the internet.
My background spans government, education, and enterprise environments but what drives me most is empowering people through technology. Over time, that passion led me to Web3.
Through hands-on learning and volunteering with ETH Chicago, I've supported users in setting up smart wallets like Phantom and MetaMask, participated in blockchain hackathons, and helped newcomers understand DeFi, NFTs, and wallet security. I love making complex ideas feel simple and approachable.
Today, I'm looking to combine my strong foundation in technical support with my growing expertise in Web3 to help build better, safer user experiences in the crypto space.
Core skills:
Tier 1 & 2 Technical Support
Customer Experience & Communication
Crypto Wallets (Phantom, MetaMask)
Blockchain Basics, DeFi, NFTs
Active Directory, SCCM, Endpoint Security
IT Compliance (KYC/AML familiarity)
Let’s connect if you're building something in Web3, support, or user education. I’d love to be part of helping more people feel confident in this next evolution of the internet.
Experience: 5 years
Yearly salary: $90,000
Hourly rate: $45
Nationality: 🇺🇸 United States
Residency: 🇺🇸 United States
Experience
Service Desk Specialist
U.S. Department of Labor 2023 - 2025
Provided Tier 2 technical support for over 500 users, resolving complex hardware, software, and security issues in a federal environment. Managed Active Directory accounts and access provisioning, improving user onboarding efficiency. Deployed system updates and patches in compliance with federal IT security standards. Created detailed incident documentation and escalated critical issues as needed. Conducted end-user training on Microsoft 365 and secure computing best practices.
Technology Support Specialist
Roosevelt University 2019 - 2023
Delivered technical support to faculty, staff, and students across Windows and macOS systems. Authored user-friendly guides and FAQs to promote self-service troubleshooting. Partnered with IT security teams to respond to malware threats and deploy security patches. Provided frontline support for Zoom, VPN, and remote learning platforms during the transition to hybrid education.
Help Desk Support Specialist
Aon 2017 - 2018
Handled Tier 1 support tickets for desktop, network, and account-related issues. Maintained SLA compliance with a 90%+ resolution rate. Supported remote users with VPN, authentication, and software installations.
Skills
crypto
customer-support
solana
tech-lead
web3
english