Jerry Solomon
Apple | IT Specialist | Cyber Security Specialist | Incident Response | CompTIA Security+
- Role
- Help Desk Analyst (Helpline Analyst Apple) at Red Oak Technologies
- Location
- Raleigh, NC, US
- LinkedIn followers
- 500 followers
About Jerry Solomon
I’ve always been passionate about technology, security, and figuring out how systems…
Experience
Help Desk Analyst (Helpline Analyst Apple)
Jun 2025 — Present · Cary, NC, US
At Apple (Red Oak Technologies), I serve as a Helpline Analyst specializing in frontline incident response and Tier 1–2 technical support for internal Apple employees. I diagnose and resolve security and access-related incidents across macOS, iOS, VPN, and Apple enterprise systems, leveraging tools like ServiceNow and Jamf to manage, track, and remediate issues quickly and accurately. In this high-demand environment, I consistently maintain a First Call Resolution rate above 85%, exceeding industry benchmarks. I also collaborate with Apple escalation teams to contain high-impact incidents and contribute to internal documentation that improves response time, consistency, and system resilience.
Education
Wake Technical Community College
Network Technician Program
2023 — 2023
Wake Technical Community College
IT Technician Program
2022 — 2022
Skills
- Graphic Design
- Music Production
- Music Industry
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