![Jialin Li](https://jobicy.com/react/themes/app/images/avatar.jpg) Jialin Li # IT Support Specialist/Customer Service Actively looking · Member since 30 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationSan Diego, United StatesDesired salaryUnspecifiedWork preferenceRemote OnlyExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am an IT professional with a technical background in engineering and physics and extensive experience supporting business information systems, end users, hardware, software, and network environments. I specialize in troubleshooting Windows systems, network connectivity, computer hardware, user accounts, operating systems, and peripheral equipment. I have experience installing, configuring, maintaining, and repairing desktops, laptops, mobile devices, servers, printers, scanners, projectors, and related infrastructure. I provide customer-oriented technical support across diverse environments and communication channels. My experience includes diagnosing issues, managing escalations, documenting solutions, supporting users, and delivering training on computer operations and software applications. I have hands-on experience with Active Directory, Microsoft Intune, OneDrive, Office 365, TCP/IP, IPv4, IPv6, DHCP, DNS, structured cabling, network hardware, backups, and information systems security policies. I also bring strong experience in crisis management, customer service, technical writing, project coordination, administrative support, budget management, asset management, and process improvement. I am organized, detail-oriented, collaborative, and committed to resolving issues efficiently. My background includes IT internships, school district technology support, computer hardware refurbishment, customer service, education, administration, and technical documentation. I hold CompTIA ITF+, A+, and Network+ certifications, along with cybersecurity training through CompTIA and ISC2. ## Skills 20 capabilities[Active Directory](https://jobicy.com/talent/active-directory.md)[Administrative Support](https://jobicy.com/talent/administrative-support.md)[Budget Management](https://jobicy.com/talent/budget-management.md)[Compliance](https://jobicy.com/talent/compliance.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Crisis Management](https://jobicy.com/talent/crisis-management.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[DHCP](https://jobicy.com/talent/dhcp.md)[DNS](https://jobicy.com/talent/dns.md)[IPv4](https://jobicy.com/talent/ipv4.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Project Management](https://jobicy.com/talent/project-management.md)[Research](https://jobicy.com/talent/research.md)[Resource Management](https://jobicy.com/talent/resource-management.md)[Structured Cabling](https://jobicy.com/talent/structured-cabling.md)[Subnetting](https://jobicy.com/talent/subnetting.md)[TCP IP](https://jobicy.com/talent/tcp-ip.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Technical Writing](https://jobicy.com/talent/technical-writing.md)[Troubleshooting](https://jobicy.com/talent/troubleshooting.md) ## Tech stack & tools Working toolkit ### Mobile [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/android/android-original.svg) Android](https://jobicy.com/talent?tool=android.md) ## Experience Career history ### IT Support Technician · Sweetwater Union High School District Jan 2026 – Jul 2026Installed, configured, troubleshot, repaired, and maintained Windows and Macintosh computers, servers, monitors, printers, scanners, projectors, and other peripheral equipment in a multi-vendor environment. Supported network hardware, voice and data communications, VoIP systems, structured cabling, fiber backbones, distributed wiring closets, user accounts, passwords, email accounts, backups, home directories, and administrative applications. Managed Microsoft Intune, OneDrive, Active Directory, and Office 365 while providing user training, preventive maintenance, technical documentation, reports, and issue resolution. ### IT Intern · DoD Training Center 2022 – 2025Supported IT course development, content delivery, technical writing, network installation, CAT6 installation and capping, host network configuration, operating system installation, security updates, and user account management. ### Computer Repair Volunteer · Computer 2 Kids 2023 – 2024Dismantled and refurbished computers and manually examined, diagnosed, tested, and repaired computer hardware and peripheral components. Performed scripted testing to isolate failures at the subassembly and component level, identified replacement components, and replaced failed parts to restore devices to working order. ### Instructional Aide · Del Mar Union School District 2022 – 2025Provided instructional and behavioral support to students with special needs in classroom and small-group settings. Reinforced learning concepts, supported social skills development, and applied prescribed behavioral approaches to address disruptive behavior and improve student performance. ### Para-professional · Turlock Unified School District 2008 – 2019Provided academic support to high school students with disabilities in English, mathematics, science, and history. Used positive reinforcement and behavioral management techniques and facilitated individualized sessions focused on cognitive development, language acquisition, social skills, and transition to mainstream learning environments. ### Customer Service Center Advisor · Johnson & Johnson 2002 – 2007Handled 30 to 40 customer inquiries and complaints per day using a ticketing system to triage and escalate calls when necessary, achieving approximately 95% customer satisfaction. Documented customer interactions, created common questions and answers, contributed to a standardized Complaint Handling Work Manual, tracked customer experiences and market activities using Microsoft Office, and supported public relations crisis management. ### Secretary to Production Manager · Johnson & Johnson 1998 – 2002Scheduled and coordinated meetings, appointments, and travel arrangements and managed travel and expense reports for the production manager and team. Prepared documentation for ISO 9000 audits, supported Six Sigma process improvement, tracked expenses and capital expenditures, prepared monthly budget reports, managed vendors in SAP, and maintained confidentiality of company communications and documentation. ### Assistant to General Manager · Quest International 1997 – 1998Supported project coordination, administrative operations, resource management, compliance and regulations, facility setup and operations, problem solving, and troubleshooting. ### Administrative Assistant · McNeil Law Firm 1996 – 1997Provided administrative support, client and case management, compliance and record-keeping, coordination, communication, and project management assistance. ### Users' Manual Editor · Inventec 1993 – 1996Created user manuals for new electronic devices using Adobe software and tested features of new software products. ## Education Learning history ### Shanghai Normal University Dates not specifiedBachelor's Degree, Physics This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.