Jayden
Wallace

Summary

I'm an IT support professional transitioning from military service with hands-on experience resolving high-volume technical and customer issues in fast-paced environments. During my time as a Patrol Officer in the Army, I responded to over 20 incidents daily, documented outcomes, and escalated complex situations—skills that translate directly to help desk support and troubleshooting. I'm currently completing my B.S. in Computer Information Systems with a cybersecurity concentration, and I'm ready to bring my technical foundation and service mindset to an IT support role.

Impact

Experience

1. 2017-2022

   Patrol Officer

   United States Army · Fort Campbell, KY

   • Delivered front-line customer support to civilians, service members, and leadership, resolving inquiries and providing timely assistance in high-pressure environments.
   • Managed and prioritized 20+ incidents daily, gathering information, following established procedures, and escalating complex issues to appropriate personnel for resolution.
   • Utilized the ALERTS case management system to document incidents, track case status, and maintain accurate records, demonstrating experience with workflow management and detailed documentation.
   • Prepared detailed reports and maintained documentation in accordance with regulatory and organizational requirements, ensuring accuracy, accountability, and audit readiness.

Skills

Education and certifications

Service record

Branch

U.S. Army

Rank

E-4

Years served

2017 – 2022

Specialty / MOS

31B