jonathanjulion
Customer Support Specialist
IT support professional with 5+ years of experience resolving technical issues in enterprise and educational environments. Passionate about Web3 and blockchain technology, with hands-on experience assisting users with wallets, dApps, and DeFi tools. Eager to join Phantom to deliver empathetic, user-focused support that helps people safely and confidently navigate the decentralized web.
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
solana
tech-lead
web3
english