Meet Jibreel & Mr. Waffles

Calm, Quick, and First on the Front Lines

When your server crashes or a network goes down, Jibreel is often the first voice you hear when you call for help. As a Support Technician at Open Approach, he’s quick to respond, calm under pressure, and laser-focused on getting things working again. Whether it’s a frustrating glitch or a full system outage, Jibreel brings patience, curiosity, and consistency to every interaction, always with his four-legged sidekick Mr. Waffles by his side.

What Clients Say

Our clients regularly share feedback through SmileBacks’, and here’s what they’ve said about working with Jibreel:

“Jibreel is always great and did an excellent job taking care of my issue quickly and thoroughly.” — Client, Vermont Land Trust

“Jibreel was very patient and helpful. He took care of the issue very quickly and got me back to work way quicker than I anticipated. Thank you for everything!” — Client, F.W. Cobs Company

This feedback gives a glimpse of the difference Jibreel makes every day.

Watch the 15-Second Feature

Get a quick glimpse of Jibreel and Mr. Waffles in action in our 15-second People of Open Approach spot. This is the first in a monthly series highlighting the people behind Open Approach – stay tuned for more coming soon!

Watch Jibreel + Mr. Waffles here.

Beyond the Video

Jibreel does far more than respond to alarms. He’s the first point of contact for clients, the one asking the right questions, troubleshooting under pressure, and staying focused on resolution. Colleagues call him a “technical first responder:” someone who doesn’t just acknowledge the alarm but immediately starts working toward a solution. He’s the kind of person who makes you feel like everything’s under control, even when it isn’t yet.

A Scene-Stealing Sidekick

Jibreel’s dog, Mr. Waffles, is easily the most beloved four-legged regular in the office, and possibly a future movie star. Known for greeting visitors, napping like a pro, and showing off his cool tricks, Mr. Waffles brings a lot of joy and personality to the workday. He’s a reminder that even in a high-stakes technical environment, there’s always room for laughter and a treat break.

Why It Matters

Technology rarely fails at a convenient time. Jibreel reflects the focus, expertise, and heart that define our entire team, and he’s exactly why we’re launching this series to introduce the people behind Open Approach.

We don’t just support technology, we stand shoulder-to-shoulder with our clients. When something breaks, we’re already moving to fix it, because their success feels like our own. It’s a mindset that turns us from a service provider into a true extension of your team.

Follow Open Approach on LinkedIn or YouTube to catch each new story as it’s released or get in touch with us to learn how we can help your business.