Hi, I’m Joanna Sylvester.
I’m building my career in IT Support and Customer Success, with hands-on experience using CRM and help desk platforms to manage customer requests, resolve support tickets, and keep operations running smoothly.
I enjoy creating organized workflows, solving technical issues, and making every customer interaction clear, professional, and efficient.
A mix of tools, systems, and people skills that help me support users, organize information, and keep work flowing smoothly.
I approach technical issues with calm questions, step-by-step checks, and simple language so users always know what is happening.
I keep records tidy, notes clear, and next steps visible so teams always know where each client stands.
I enjoy setting up clear folders, shared docs, and simple guides so teams can find what they need without stress.
I care about how people feel during support, not just how fast the ticket is closed.
IT Support & CRM Skills
Projects & labs
Customer-Focused Support
Ready for opportunities
A few examples that show how I think about support, tools, and the customer experience.
A clear folder and document structure for support notes, FAQs, screen recordings, and checklists using Google Drive, Docs, and Loom. Built to make answers easy to find in a few clicks.
Result: Faster answers and less repeated questions.
Internal practice projectA basic CRM setup that tracks leads, follow-ups, and support requests in one place. Focus on keeping fields simple, consistent, and easy for teams to update.
Result: Clear next steps for each contact.
Personal learning projectA short guide that shows how to reply to users, ask for more information, and give updates in a calm and friendly way across email, chat, and tickets.
Result: Clear, consistent messages to users.
Self-led support projectHands-on practice based on my IT Support class: simulated tickets, device issues, basic security hygiene, and clear steps for each fix, all documented in simple language.
Result: Stronger habits for structured troubleshooting.
Training-based projectA simple support process that keeps users informed and systems cared for.
I start by understanding the issue from the user’s point of view. I ask clear, friendly questions and repeat back key details to confirm what is going wrong.
Output: A simple summary of the problem and what we will check first.
Before going deep, I check simple things: logins, permissions, connections, recent changes, and tool status. This saves time and keeps users from feeling rushed.
Output: Quick wins where possible and a list of next checks.
I follow a clear path: reproduce the issue, try one change at a time, test again, and keep notes. Communication stays simple and honest at every step.
Output: Tested steps and a record of what worked or did not work.
Once we have a fix or workaround, I write it in clear language so other team members and future users can benefit from the same solution.
Output: Simple guides, notes, and updated docs.
I confirm with the user that things are working again and check how they feel about the experience. Where needed, I suggest small improvements to prevent the issue from returning.
Output: A user who feels heard, informed, and supported.
Short notes from people who have seen how I work and learn.
"Joanna pays attention to details and keeps notes that are very easy to follow. She makes technical steps feel simple."
Ada M.
Colleague
"She stays calm when things break and focuses on the next helpful step instead of blaming anyone."
James O.
Team member
"Joanna is very good at asking the right questions so she can understand the real problem before she starts fixing it."
Lara K.
Mentor
"Her communication is clear and kind. Even when the answer is 'not yet', she explains what is happening."
Tunde A.
Trainer
"She is organized, keeps her tasks updated, and follows through on the things she says she will do."
Marcus W.
Project lead
"Joanna is serious about learning. She takes feedback well and turns it into better systems for everyone."
Chioma E.
Coach
I am an aspiring IT Support & CRM Specialist with practical experience using industry-standard tools including Freshdesk, Zendesk, HubSpot, Asana, Trello, and Intercom.
I have hands-on experience managing support tickets, tracking SLAs, documenting solutions, maintaining customer records, and supporting internal workflows. I enjoy troubleshooting problems, improving processes, and delivering customer support with empathy and professionalism.
I’m currently expanding my technical skills while building real-world projects that demonstrate my ability to support users, collaborate with teams, and contribute to efficient service operations.
If you need someone who can grow with your team, support your tools, and care about the small details that shape the customer experience, I would be glad to work with you.
A few quick answers about working with me for IT Support and CRM-related roles.
I am open to entry-level and junior roles in IT Support, Help Desk, CRM support, customer support, and internal tools support. I am also happy to help with part-time or contract work around documentation and process support.
Yes. I am comfortable working fully remote using tools like Slack, Microsoft Teams, Zoom, and cloud-based platforms. I keep my communication clear and responsive so remote work feels smooth.
I learn by reading docs, watching short demos, and practicing with real examples. I take notes and create simple guides so I can remember steps and help others use the same tools later.
I group tasks by urgency and impact, keep a simple list of open tickets or requests, and update people often so they know where things stand. I also keep space for short breaks so I stay focused.
Yes. I can review how tickets, notes, and tools are being used today, then suggest small changes like better templates, clearer tags, or shorter steps that make life easier for both users and the team.
I am flexible and can start quickly for most roles or projects. We can discuss your timeline, onboarding needs, and tools during our first conversation.