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Computer Engineer, Junior Administrator, Technical Support, 7 years ex

Myrtle Beach, SC
March 17, 2018

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Daniel W. Jordan


University of Cincinnati, Cincinnati OH Graduated: September 2005

Bachelors of Fine Arts

IT University, Online Completed: May 2014

CompTIA Network + Certification

Tech Skills, Cincinnati OH Completed: November 2010

CompTIA A+ Certification

Professional Skills

Technical Skills:

● Technology set-up, installation, back-up, update, imaging, deployment, A/V, virus and malware removal, virtualization, software, hardware maintenance, diagnostics/troubleshooting, technology research and recommendations, SAP and email migration, inventory management, and service ticket management

● Educated and trained new hires and end-users on systems and programs

● Created end-user and staff reference IT documentation resources

● MS OS, installation, troubleshooting, management ● Mobile devices & phones (standard, VOIP, cellular)

● Email account creation; hosted and un-hosted ● Password and account management

● Networking ● Problem Solving


● Active Directory ● Office 2010

● Windows XP, 7, Vista, 8 & 10 ● TeamViewer, LogMeIn, PCAnywhere

● Android, iOS, Chrome OS ● Clonezilla

● VMware, Hyper-V ● Mitel Unified Communicator Advanced

● Citrix ● Jenzabar

● Cisco ● Adobe Connect

● McAfee ePolicy Orchestrator 4.5.0, Antivirus suites

Professional Experience

BlueCross BlueShield of SC, Myrtle Beach, SC (ettain group) May 2016 to July 2017

Workstation Support

● Provided on-site and face-to-face technical support for all employees

● Provided remote and mobile support to off-site staff

● Resolved tickets escalated from the helpdesk, as necessary

● Provided network troubleshooting

● Supported Windows computers (hardware and software) and mobile devices

● Desktop security (physical locks, disk encryption, patch level maintenance, antivirus, etc.)

● Created end-user and IT staff reference and training documentation

● Computer & Printer assignment and inventory maintenance

● Final C2 Clearance granted by Department of Defense Consolidated Adjudications Facility (DOD CAF) 2017.

Charleston County Government, North Charleston, SC (HMG America LLC) November 2014 to May 2016

Desktop Engineer / Audio & Video

● Responsible for audio, video and technical set-up and support of all Charleston County meetings, such as weekly City County Council, Charleston Aviation Board, Board of Assessment and Zoning Appeals

● Immediate on-call set-up of software, teleconferencing and technology for emergency response communications among key members of the county

● Other responsibilities include: imaging, installing, setup of computer and mobile devices for County employees, multi-function printers and plotters, educating employees in the use of computers and equipment, as well as backup for any other technical issues that may occur

After Hours Computer Repair, Myrtle Beach, SC August 2014 to November 2014

Computer Technician

● Independently provided face-to-face troubleshooting and diagnosing

● Removal of viruses and malware

● End-user training

● Network support

● Hardware support and software support

● Data backup and retrieval

T-Mobile, Myrtle Beach, SC (Insight Global) July 2014 to November 2014

Independent Computer Consultant

● Installed employee computers and resolved issues independently

● Transferred employee profiles from old computers to new computers

***Relocated from OH to SC during this time.

Union Institute and University, Cincinnati, OH September 2011 to June 2013

Help Desk Analyst

● Provided on-site and face-to-face technical support for all faculty, staff and students independently and with a team of analysts

● Provided mobile and remote technical support to faculty, staff and students at 5 off-site campuses within the U.S.

● Monitored helpdesk mailbox and responded within specified time-frame of service level agreement (SLA)

● Provided network troubleshooting

● Supported computer (hardware and software) and mobile devices (MAC, iOS, Android, Windows)

● Created end-user and IT staff reference and training documentation

● Researched, tested and configured technology alternatives for IT dept.

● Removed viruses and malware

● Provided setup and troubleshooting of virtualization clients

● Entered and managed service tickets from end-user help desk calls and emails

● Created hosted and un-hosted email accounts

● Used PowerShell scripting for email account creation and editing

● Managed accounts via Active Directory

● Educated and trained new hires and end-users on systems and programs

● Recommended updates and improvements to the university’s minimum technology requirements for compatibility and liability purposes (recommendations implemented Summer 2013)

● Set-up and supported audio/video/technical systems for meetings, seminars, etc. using Adobe Connect

● Provided installation, setup, troubleshooting and education to end-users on IPV phones

● Maintained health, supplies, warranties and more of multi-function printers

● Reconciled all IT product inventory

● Worked directly with vendors associated with IT department products and multi-function printers in regard to contracts, maintenance, warranties, orders, returns, sales, and more

Fidelity Bank, Covington, KY (CompuCom) August 2011 to September 2011

Computer Consultant (Contract)

● Contract job with background check and fingerprints required by Fidelity Bank (alone in building at night and worked independently)

● Removed hundreds of old monitors

● Installed hundreds of new monitors

Lowe’s Home Improvement, Cincinnati, OH (Velociti) August 2011 to September 2011

Computer Consultant (Contract)

● Installed and removed computers independently and with a team

● Removed old CRT monitors

● Installed new LCD monitors

Cintas, Hebron, KY (Pomeroy) January 2011 to April 2011

Service Desk Support I – Tier I (Both Contracts)

E-Mail Migration Support - Contract 1

● Worked both independently and with a team of 4 to 5 other individuals

● Technical support of Cintas users during email migration included:

Provided remote troubleshooting of all technical problems related to email access and license access

Provided support for hardware, software, webmail and Outlook

Entered and managed service tickets from user calls and emails

Provided mobile support for Android, BlackBerry and iPhone

Processed account access and upgrade requests

Educated users in accessing and using their email and calendars post migration

SAP Migration Support - Contract 2

● Technical support of Cintas users during SAP migration included:

Supported service ticket requests

Provided remote troubleshooting of technical problems related to SAP & license access

Escalated reported bugs to appropriate higher levels of support

Provided support for hardware, software, webmail and Outlook

Managed and entered service tickets

Provided mobile support for Android, BlackBerry and iPhone

Convergys, Erlanger, KY March 2008 to October 2009

Technical Support – Tier I

● Managed, tracked and entered service tickets

● Created training documentation and resources for coworkers

● Independently provided troubleshooting of client technical problems for the following:




Internet access

Wireless networking

Digital video recorder systems

Multiple operating systems

Scheduling of repairs

Support of email clients

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