JN. IT Operations / Systems Administration Let's connect   ↗
IT OPERATIONS · SYSTEMS ADMINISTRATION · AUTOMATION

From solvingproblems tobuilding systems.

I'm Johnny Nguyen, a Service Desk Associate at Guild. I work with identity, managed endpoints, enterprise applications, Salesforce, and automation. I enjoy solving the immediate problem, then finding a better way to handle it next time.

↓ Scroll for my storyBased in Colorado
THE STORY BEHIND THE RESUME

I bet on myself.

I had a career in corrections. Then life made me question what I wanted to do with the years ahead. This is how I found my way into IT.

CHAPTER 01 / WHERE I STARTED

I had a career.

I spent years working in corrections. I knew my job, had built experience, and was comfortable with the path I was on. Starting over was never going to be a small decision.

CHAPTER 02 / A CHANGE IN PERSPECTIVE

Then COVID happened.

It changed how I looked at life. I kept thinking about how short it can be, and whether I wanted to spend mine wondering what could have happened if I followed my interest in technology.

CHAPTER 03 / THE HARD PART

Starting over was hard.

I went from knowing what I was doing to having everything to learn. The rejections were tough. So was the self doubt and the feeling that I wasn't the expert anymore. I just needed someone to give me a chance.

CHAPTER 04 / MY FIRST CHANCE

One opportunity changed things.

Fast Enterprises gave me my first opportunity in tech. It was a part time position, but it meant a lot to me. Someone finally gave me a chance, and I wanted to make the most of it.

CHAPTER 05 / STILL BUILDING

I took the risk.
I bet on myself.

That decision opened the door to roles at Monarch, Justrite, and Guild. Now I'm growing toward IT Operations and Systems Administration. I'm proud I took the leap, and I know there's a lot more ahead.

Meet the person behind the story
Johnny Nguyen, wearing a navy blazer and smiling
THE PERSON BEHIND THE PROCESS

Hey, I'm Johnny.

I work at the intersection of people, systems, and process. My day can involve access requests, Mac troubleshooting, SaaS licensing, Jira workflows, or Salesforce administration. I like being close enough to the work to understand what actually breaks.

What interests me most is the next question: why did this happen, and can we make it easier for the next person? That's how a recurring ticket becomes a documented process, a saved filter, or an automation someone else can use.

I'm building toward deeper responsibility in IT Operations and Systems Administration. I have plenty left to learn, and I'm excited by that.

I went from knowing my work inside and out to learning everything all over again. That experience changed how I approach new challenges.

Salesforce Certified AdministratorEnterprise ITAutomation mindset
Download my résumé
THE WORK IN CONTEXT

A few numbers behind the day to day.

1,000+

users supported in my role at Justrite

360+

SaaS applications in Guild's operating environment

18

Salesforce form configurations updated

3

layers in a shipped Jira ticket visibility workflow

01 / THE FOUNDATION

The systems behind
the experience.

Hands on experience supporting the platforms, people, and processes that keep organizations running.

01 / ACCESS

Identity & Access

Onboarding, offboarding, application assignment, permissions, and access review workflows.

02 / DEVICES

Endpoint Operations

Mac and Windows support, device lifecycle, deployment, refreshes, inventory, and management tooling.

03 / PROCESS

ITSM & Automation

Service workflows, Jira automation, ticket visibility, authenticated integrations, and documentation.

04 / APPLICATIONS

Business Systems

SaaS administration, Salesforce access and configuration support, licensing, and cross-team operations.

02 / SELECTED WORK

The work behind
the story.

These are problems I've worked through and systems I've improved. The diagrams are simplified to respect internal company information. The outcomes describe changes I can explain and stand behind.

01 / IT SERVICE MANAGEMENT● SHIPPED

When tickets go quiet, make them visible.

Pending work can be easy to lose sight of when the queue gets busy. I wanted a way to bring that work back into view without relying on someone to remember to check.

The problem
Requests sitting in waiting statuses needed a more reliable follow up process.
What I built
A three layer workflow using a saved JQL filter, a scheduled Slack digest, and Jira automation to prompt follow up within the ticket.
What changed
Pending requests surface on a recurring schedule and follow up activity stays visible in the ticket history.
Jira Service ManagementJQLSlackJira automation
02 / AUTOMATION & INTEGRATIONS● SHIPPED

Less portal hopping. More process.

Retrieving a departing employee's laptop involved multiple lookups and entering the same information into a separate vendor portal.

The problem
Manual handoffs made hardware recovery slower to coordinate and harder to document consistently.
What I built
A Jira Service Management trigger that collects request details, authenticates through OAuth 2.0, and submits a laptop retrieval order through a vendor API.
What changed
The supported laptop workflow no longer requires the same manual portal entry. I also documented the process so teammates can use and maintain it.
Jira automationREST APIOAuth 2.0Confluence
03 / BUSINESS SYSTEMS● BUILT

Spend less time comparing reports. More time fixing exceptions.

Part of my Salesforce work involves checking Omni-Channel routing for cases that have not moved as expected.

The problem
The audit involved pulling Salesforce reports and matching data in spreadsheets each day.
What I built
An AI assisted workflow to identify routing exceptions directly, replacing the manual report matching step.
What changed
Daily review can focus on the cases that need attention. I still verify and handle exceptions as part of the operational process.
SalesforceOmni-ChannelAI assisted workflowsOperations audit
BEYOND THE CASE STUDIES

Day to day operations matter, too.

These projects sit alongside endpoint lifecycle work, onboarding and offboarding, licensing, identity and access reviews, and Salesforce configuration support. I also worked on Product Type updates across 18 Salesforce form configurations.

OktaJamfMicrosoft 365SaaS lifecycleSalesforceDocumentation
03 / THE JOURNEY

Not a straight line. Still my path.

Each role has given me a different view of what keeps technology running: production systems, user support, enterprise platforms, and the processes connecting them.

NOW

Guild

Service Desk Associate · Denver, Colorado

I work across identity, managed endpoints, SaaS applications, Jira service workflows, and Salesforce operations. I also build and document automations for recurring operational work.

2023 TO 2024

Justrite Safety Group

IT Support Analyst · Broomfield, Colorado

I supported more than 1,000 users, administered Microsoft 365 services, and gained deeper experience with device deployment, access management, and IT service operations.

MAR 2023

Monarch Casino Resort Spa

Information Technology Technician · Black Hawk, Colorado

I supported users with hardware, applications, peripherals, and everyday technology issues during this brief role.

OCT 2022 TO MAR 2023 · PART TIME

Fast Enterprises

Computer Operator · Centennial, Colorado

My first real opportunity to build experience in IT operations. I monitored production systems, investigated batch processing issues, and helped users with account and device problems.

04 / WHAT'S NEXT

I’ve come a long way.
I’m not done yet.

My goal is to move deeper into IT Operations and Systems Administration. I want to own more of the platforms, reliability, access, and automation behind great IT service. My Salesforce certification gives me another perspective on how the business uses those systems.

01
IT OperationsCross-platform administration and process ownership
02
Systems AdministrationIdentity, endpoints, applications, and infrastructure growth
03
Automation & IntegrationsReliable workflows that scale good operations
04
Salesforce AdministrationCertified, with practical enterprise support experience
05 / THE NEXT CONVERSATION

Let's make
things work better.

If you’re working on IT operations, systems administration, or automation, I’d love to connect and learn what you’re building.

Email me Download résumé Connect on LinkedIn