Technical Support Active Directory

WESLEY JORDAN

*** ****** **** ***** ** Phone: 404-***-****

Mableton, GA 30126 Email: ***************@*******.***

SKILLS:

Proficient in networking concepts including TCP/IP, DNS, DHCP, and VLANs

Knowledge of cybersecurity principles, protocols, and best practices, and strong understanding of encryption techniques and cryptographic protocols

Strong problem-solving analytical skills, excellent communication, customer service, and teamwork abilities

Operating Systems- Windows 10/11, and Mac OS 11

Microsoft Office- 2016, O365

VPN Applications- Cisco AnyConnect, Citrix VPN Access, Secure Checkpoint VPN, Nortel Networks VPN,

Remote tools- SCCM, DameWare, Bomgar, GoToAssist, TeamViewer, Remote Assist, Quick Assist

Ticketing Systems – SNOW (ServiceNow), Jira Ticketing System, PMG Ticketing System, and QuickBase

Device Imaging- SCCM, Ghost 9.0

Phone Systems - Cisco Finesse, Avaya

EMPLOYMENT:

HCL Americas, LLC @Porsche Cars North America Atlanta, Georgia

Clients Systems Analysis December 22 – December 24

Worked to provide technical support for Porsche Cars North America executive leadership, and internal / external users.

Utilized MDT and SCCM to image laptops, as a remote tool to troubleshoot user issues, to push patches for remediation, software installations, and system updates. Also utilizing Active Directory (AD) to create user accounts, add users to groups and distribution lists, computers to OU’s, reset user passwords, to enable / disable user and computer accounts, and to push software installations and patches through Group Policy.

Utilized SNOW (ServiceNow), and PMG ticketing system to track and resolve trouble Issues and hardware / systems access requests (tickets), as well as to document the customers interactions. I utilized ITSM (Jira and Confluence) manage the end-to-end delivery of IT services to customers, ITIL best practices for service delivery process improvement, and SQL commands to retrieve records of data from the database.

Installed, configured, and troubleshot Microsoft Office 365 issues, SAP connections and account related issues. I troubleshot and resolved hardware / software, printers, network connectivity issues, mobile devices (iPhones), VPN and peripheral device issues within a Windows 10 O365 environment, that also supports Mac OS.

Backed up, transferred, and the restored data from legacy laptops to warrantee replacement laptops for end users. I set-up and maintained audio / video equipment for conference room and events and troubleshooting any issues pertaining to the connectivity or the audio video equipment itself.

Provided support for video conferencing applications (Teams, Zoom, Cisco WebEx), while utilizing Microsoft InTune and Microsoft Endpoint Management for software applications management and mobile device management, compliance, and configuration management.

Utilized X-Asset for asset management and tracking for endpoint devices and provided network support for endpoint connectivity issues.

Ovations Workplace Services @Cemex Woodstock, Georgia

Level 2 End User Field Support January 22 – August 22

Worked for Ovation Workplace Services, contract to HCL to provide technical support for Cemex.

Provided senior level support day to day for the executive level and end users in a Windows 10 environment with MAC OS for the Cemex employees, while also providing network support while troubleshooting and resolving computer break/fix issues on desktop, laptops, mobile devices, printers, and audio video conference room issues.

Utilizing SNOW (ServiceNow) ticketing system to create tickets, update, resolve issue, to document customer’s requests and interactions, to maintain and track asset management, and to push patches for remediation, also utilizing Remote Desktop, Remote Assistance, Quick Assist, and Microsoft Teams as a remote tool to troubleshoot and resolve issues.

Utilizing and troubleshooting Office 365 issue and providing support for the MS Suite of applications, and other proprietary applications, while providing support for video conferencing applications (Teams, Zoom, Cisco WebEx).

Install, configure, troubleshoot, and support printer issues for Dell, HP, Canon, and Zebra printers, also utilized MDT and SCCM to Image machines and performing pc refresh for expired leases on laptop computers.

Utilized SQL to retrieve data records from the database, perform site surveys at cluster and satellite sites to determine what devices make up the infrastructure, and to resolve issues that can’t be resolved remotely.

Provide application support, break/fix support, and support for mobile devices for 100+ onsite users and 3000+ remote users.

Trextel, LLC Duluth, Georgia

Tier II Technical Support September 20 – November 21

Provided tier II technical support for network data and voice conversions for an MSP provider.

Utilized QuickBase ticketing system to look up work order tickets, document customer and technician interaction, as well as closing work order tickets.

Assisted technicians with the installation and cutover of Switches, Gateway modems, Cradle Points, Access Points, Bi-directional Antennas, ATA's, SIM cards installations / swaps, and Data Remote devices and configurations.

Utilized ARMT and Digi aView portals to ping network devices and gather cellular metrics to determine signal strength and device connections, also utilized Data Remote software portal to re-configure Data Remote devices, ping network devices, run speed tests, configure phone line numbers for testing (phone, fire alarm, and burglar alarm), call history, and phone line inventory.

Utilized Microsoft Teams for meetings, managing bridges, uploading / downloading files, and Teams chats to assist and share information. Utilized O365 for internal and external communication with staff and customers. Utilized NetCloud to connect to cradle points to run speed tests, gather cellular metrics, and make configuration changes and SIM card swaps. I utilized Work Market to view technician work orders, view uploaded deliverables, find site locations, point of contacts (POC) and Project Manager's contact information to assist technicians in the field with work orders.

Jordan Photography & Computer Services Marietta, GA

Photographer / Support Technician March 19 – September 20

Build, imaged, deploy, sale, and support computer systems with digital streaming capabilities.

Troubleshoot and resolve computer issues on desktop, laptops, and mobile devices. Remove viruses, back up data, upgrade operating systems, install software, and troubleshoot application and connectivity issues.

Plan, prepare, and implement project plan for photo shoot and or T-shirt layout and designs. Oversaw, and maintain purchasing, asset tracking, and supply chain management.

Provide excellent customer service while exceeding the customer’s expectation.

Think Development Systems, Inc Atlanta, GA

PC Refresh Technician (Contract) February 19 – March 19

Provided technical support as a contractor working on a PC Refresh Project for the City of Atlanta Department of Aviation.

Checked inventory and asset tagged all new computer equipment (laptops and desktops), also imaged new computers and wiped the drives of legacy computers (laptops and desktops).

Installed applications according to organizational units, and any additional proprietary software necessary, and transferred user’s profile from a shared drive on the server, to user’s computer to ensure productivity and workability. I also mapped computers to printers to ensure user has printing functionality and deployed new computers to users.

Staged all legacy computers (laptops and desktops) to be picked up and shipped out to the depot.

Next Level Business Services. Inc. Atlanta, GA

End User Device Support (Contract) August 18 – October 18

Provided technical support as a contractor working on a SAP Hyper Care Project for NTT Data with Tree House Foods, checking device inventory and asset tagged all equipment, batteries, and their charging units.

Worked with facility management to determine locations for equipment from the project scope, while testing network signal strength throughout facility to determine if additional Access Points (AP’S) were required.

Tested new outlets and network drops throughout the facility to ensure there was power and network connectivity. Also tested SAP on all computer systems, RF scan guns, VMU’s, and Zebra printers within both a testing and production environment.

Set up and deployed computer systems, Zebra printers, Vehicle Mounted Units (VMU’s CV41), MC92N handheld scanner, Motorola RF scan guns, along with waterproof enclosures and their stations throughout the facility.

Trained employees how to troubleshoot Zebra printer issues, load labels and ribbons, as well as reloading ribbons if broken. Also providing additional assistance to ensure that all IT aspects of the project were complete and functional.

Kavo-Kerr Alpharetta, GA

Technical Support I and II (Contract) September 17 – February 18

Provided technical support to external customer who utilize the DEXIS software, sensors, x-ray equipment, the integration thereof, and supported third party software or hardware issues.

Installed Windows Server 2012, while troubleshooting issues with Windows 10, Windows 8, Windows7 and Mac OS configurations in conjunction with the Dexis hardware / software and third party supported hardware / software components.

Utilized Cisco Finesse (VOIP) phone system to communicate with internal / external customers, SAP to create Complaints and RMAs per FDA regulations for software / hardware defects, CRM and QuickBase to access, update, and log customer’s interactions concerning hardware/ software issues.

Utilized Bomgar as a remote tool to access customer’s computer to troubleshoot, transfer files, complete software installations, and resolve customer issues with Windows 10, Windows 8, and Windows 7 Operating Systems.

Utilized MS Office 365 and Skype for Business to communicate with internal customers and employees, WiKi knowledgebase to create articles, and search for articles and documentation for known issues and resolutions, and Master Control to adhere to and comply with rules, regulation, standards, and company policies.

EDUCATION & CERTIFICATIONS

Strayer University – June 2016 TCI-COLLEGE OF TECHNOLOGY – May 2002

Bachelor of Science Associates Degree of Applied Science

Information Systems Project Management Digital Media Arts Technology

A+

Net+

Security+

ISC2 - Certified in Cybersecurity

ITIL Foundation v3

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