01 · Ownership
Every issue gets a clear path forward.
I document the problem, actions taken, technical details, escalation path, and resolution so users and teams are never left guessing.
Customer service · technical support · deskside IT
Support that stays calm, clear, and accountable.
I’m Jason Kunselman, an Erie-based IT support professional with 20+ years of enterprise, service desk, deskside, cybersecurity, and U.S. Air Force technology experience. I focus on making technical problems understandable, trackable, and resolved.
Erie, Pennsylvania
814-602-3277
Jason@JasonKunselman.com
Support focus
A practical, user-centered approach to IT service.
My background combines high-volume help desk support, walk-up deskside service, campus hardware deployment, ticket queue ownership, and technical team leadership.
02 · Communication
Technical answers in plain language.
Whether on the phone, at a service center, or onsite, I use targeted questions and steady communication to reduce frustration and shorten time to resolution.
03 · Reliability
Enterprise standards with customer care.
I balance compliance, security, and asset standards with the practical needs of the person waiting to get back to work.
Good support is more than fixing devices. It is restoring confidence, reducing downtime, and making the next issue easier to solve.
Service philosophy shaped by enterprise IT, VA campus support, manufacturing environments, and military systems work.Service desk and ticketing discipline
ServiceNow and Remedy queue management, SLA awareness, detailed documentation, escalation, and compliance-focused engagement notes.
Deskside and campus support
Desktop, laptop, printer, mobile device, imaging, software deployment, hardware migration, and hands-on troubleshooting across distributed work areas.
Account and access support
Active Directory, Microsoft 365, security groups, distribution lists, access restrictions, audits, and user-account administration.
Remote troubleshooting and customer calls
High-volume inbound support experience, including malware removal, system optimization, backup routines, networking setup, and POS remote access configuration.
Experience
Recent roles with a strong support thread.
From Tier 1 help desk to deskside support, PKI workflows, and infrastructure projects, my work has consistently centered on dependable service delivery.
2024 – Current
IT Support Specialist · MKS2 / U.S. Department of Veterans Affairs
Deploy, maintain, image, configure, and troubleshoot campus computer systems and devices while resolving Tier 2 issues through ServiceNow.
2023 – 2024
Associate Service Desk Technician · IronBow / U.S. Department of Veterans Affairs
Answered incoming customer calls, documented every engagement in ServiceNow, maintained ownership, and escalated complex technical bottlenecks through proper channels.
2021 – 2023
Service Delivery Analyst · Wabtec
Provided end-user hardware, software, access, Active Directory, Microsoft 365, and enterprise application support with a user-focused service approach.
2015 – 2019
Deskside Support Analyst · CompuCom / GE Transportation
Delivered front-line walk-up support, mobile device assistance, user account administration, and approximately 30 incoming calls, emails, and tickets per day.
2009 – 2015
Support Technician · Allstate SquareTrade / PlumChoice
Handled approximately 50 inbound customer calls per day while providing remote workstation, mobile, malware, network, backup, and system optimization support.
Technical foundation
Tools, platforms, and credentials.
A broad support toolkit backed by CompTIA, Microsoft, hardware, and Public Trust credentials.
Support platforms & operations
ServiceNowRemedySLA ManagementIncident ManagementMicrosoft SCOMAsset Tracking
Systems & administration
Windows ServerWindows ClientLinuxMacOSActive DirectoryMicrosoft 365
Networking & endpoint support
TCP/IPLAN/WANRoutingPort ForwardingWireless IntegrationMobileIron MDM
Certifications & clearance
CompTIA A+Network+Security+Linux+Server+Microsoft FundamentalsPublic Trust
Blog
Practical notes from the support desk.
Short articles and LinkedIn-ready posts about customer service, technical troubleshooting, ticket ownership, and enterprise IT support habits.
Read support articles. Share to LinkedIn.
The public blog page is read-only, with customer-service and technical-support articles plus LinkedIn sharing tools. Drafting and publishing tools are kept separate from the public site.
Open BlogClear ticket notes are customer service.
Why accurate notes reduce repeat questions, improve escalations, and help the next technician serve the user faster.
First-contact resolution starts with better questions.
A practical approach to probing questions that keeps calls respectful, efficient, and technically useful.
Calm support is a technical skill.
How patience, ownership, and plain-language explanations restore user confidence during stressful outages.
Resume
Download Resume
Want the full work history?
Download the complete resume for detailed role descriptions, military service, certifications, clearance information, and technical skills.