Jonnathan Gainyard
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Information
About Me
About Me
Cloud-Focused IT Professional
Dynamic IT professional with 5+ years of experience in Level 1–2 technical support, hardware/software troubleshooting, and client management. Now transitioning into cloud administration with hands-on Azure and AWS experience.
Certified in Microsoft Azure Fundamentals (AZ-900), proficient in Windows OS, Active Directory, VPN, and leading ticketing systems. Driven to build scalable, secure cloud infrastructure.
Email: jaygeetech1@gmail.com
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Current Role
Customer Support Representative → Cloud Administrator (in transition)
Experience
5+ years in IT Support & Technical Troubleshooting
Cloud Platforms
Microsoft Azure · Amazon Web Services (AWS)
Certifications
Microsoft Azure Fundamentals AZ-900
Location
Houston, TX (Remote)
LinkedIn
linkedin.com/in/jonnathan-gainyard
Career History
Work Experience
Customer Support Representative (Remote)
Jan 2026 – Present
Tactacam
- Deliver top-tier technical support to customers, resolving product and software issues efficiently across multiple channels.
- Engage with customers via phone and other support channels, maintaining a professional and empathetic tone throughout each interaction.
- Diagnose and troubleshoot technical problems, identifying root causes and walking customers through clear, step-by-step solutions.
- Consistently ensure high customer satisfaction by following up on open cases and advocating for timely resolutions.
- Collaborate cross-functionally with internal teams to escalate and resolve complex issues requiring additional expertise.
- Maintain detailed, accurate records of all customer interactions and resolutions within the ticketing system.
Overnight Stocking Associate
May 2025 – Present
Walmart
- Unload General Merchandise and grocery delivery trucks, break down pallets, and sort cases by department and aisle to prepare the floor for restocking.
- Stock shelves according to planograms, rotate products to bring older inventory forward, and maintain full, clean facings throughout assigned sections.
- Organize and bin overstock merchandise in backroom storage using Walmart inventory management devices, keeping accurate stock counts.
- Perform zone recovery before store opening — pulling products to shelf fronts, removing damaged or expired goods, and clearing packaging from aisles.
Service Desk Analyst I
Nov 2024 – Jan 2026
UnityBPO
- Resolved technical software and hardware issues including VPN connectivity, Active Directory management, and troubleshooting for laptops, desktops, printers, tablets, and VOIP telephony.
- Assisted multiple clients across various ticketing systems, ensuring timely resolution of issues.
- Escalated unresolved tickets to appropriate teams while adhering to ITIL framework guidelines.
- Provided End-User Electronic Health Record (EHR) usability support to medical staff, improving system efficiency.
NGH Support Specialist (Client Support Helpline)
May 2023 – Oct 2024
NielsenIQ
- Utilized Microsoft Dynamics CRM to provide email-based support to global customers, resolving account lockouts, reporting errors, and access requests.
- Managed case queues and collaborated with managers via Microsoft Teams to address ad hoc requests.
- Resolved software registration and access issues using the ServiceNow ticketing system.
IT Support Technician
Oct 2022 – Mar 2023
HonorBuilt
- Delivered Level 1 technical support for Point of Sale (POS) setups via phone, email, and remote tools.
- Diagnosed and resolved network issues related to DHCP, DNS, and Windows OS.
- Optimized performance of file servers, workstations, and peripheral devices.
- Documented all interactions and resolutions in the ConnectWise ticketing system.
Customer Retention Specialist
Jan 2022 – Aug 2022
Sutherland
- Addressed customer inquiries and complaints via phone and email, achieving a high satisfaction rate.
- Processed purchases, upgrades, and service requests using Zendesk and Amdocs CRM systems.
- Built customer loyalty through empathetic communication and proactive issue resolution.
IT Support Technician
Sep 2018 – Mar 2020
ASAP / NetSource MSP
- Assisted staff with desktop and laptop setups, hardware upgrades, and PC troubleshooting using the ServiceNow ticketing system.
- Collaborated with vendors to enhance operations and asset management.
- Maintained records of IT equipment and service tags for asset tracking.
Technical Support Specialist
Jun 2014 – Jun 2016
FingerCheck / FingerTecUSA
- Provided first-line technical support for time-management systems in Windows and cloud environments.
- Assisted clients with connecting biometric time clock terminals via remote support software.
- Trained employees on time-management procedures and enrolled them on biometric time clock terminals.
Ability
Technical Skills
Windows OS
Active Directory
Microsoft Azure
AWS (S3 / IAM)
Azure Functions
Cosmos DB
VPN
DHCP / DNS
ServiceNow
ConnectWise
SaaS
ITIL Framework
MS Dynamics CRM
GitHub Actions
Infrastructure as Code
Zendesk
What I Have Achieved
Certifications
Microsoft Certified: Azure Fundamentals (AZ-900)
Portfolio
Cloud Projects
Azure · Completed · Jan – Jun 2026
Azure Cloud Resume Challenge
Started in January 2026 with a goal to learn cloud infrastructure from the ground up. Navigated real-world constraints — two jobs, family, and limited study time — and completed the full challenge in June 2026. Built a full-stack serverless resume on Azure with a live visitor counter, automated CI/CD, infrastructure-as-code, and a custom domain.
Azure Static Web Apps
Azure Functions
Cosmos DB
GitHub Actions
Bicep / ARM
Custom Domain
AWS · Jul 2025
AWS S3 Secure Access Configuration
Configured an Amazon S3 bucket with least-privilege bucket policies for a small business client — enabling public read-only access via direct URLs while blocking unauthorized bucket listing and external account access.
AWS S3
IAM
Bucket Policies
JSON
AWS · Sep 2016 – Jul 2018
Secure Digital Product Delivery System
Designed and deployed a secure digital product distribution system using AWS S3 and WordPress/WooCommerce. Contributed to a sales funnel generating over $500,000 in revenue. Applied IAM and least-privilege principles throughout.
AWS S3
IAM
WordPress
WooCommerce
Cloud Security