Christian Weston Jordan

Henderson, NV *****

ad4kms@r.postjobfree.com

+1-803-***-****

Thank you for the opportunity to apply for this job. I believe I am the perfect candidate for the Tech role. Please see my resume attached.

I look forward to hearing from you in the near future. Many thanks

Authorized to work in the US for any employer

Work Experience

Software Support Specialist

PCG EDUCATION - Remote

June 2023 to January 2024

• Fostering relationships with 300+ End users representing 245 school districts in Washington and 10 districts in Nevada.

• Jointly collaborating with COO/School district employees through the Zendesk crm implementing my best SaaS troubleshooting practices and ensuring that customers tickets are being addressed within set metrics and timeframes.

• Helped school district educators better meet the needs of struggling students through the use of data- driven problem solving and case management using the department of education SaaS edplan domain remotely for multiple Nevada & Washington school districts under the pcg education contract.

• Creating and providing student reports, Medicaid, district transfer import information, education status to teachers & staff when requested.

• Worked intensively with tier 2 to get tickets escalated & resolved quickly with the PowerSchool application team.

• Remoting into Educators/Executives PC’s using Bomgar rdp to assist with any shared document access issues, software/os troubleshooting, student data configuring, SaaS issues,etc.

• Diligently Following department of education & hipaa guidelines across global environments. Technical Product Support Engineer

Arrow International, Inc. - Las Vegas, NV

April 2022 to May 2023

• Consulted closely with Account Executives/Distributor parties on parts orders, rmas, and technical product assistance for multiple state sites via phone,O365 Teams Video Conferencing, Outlook & CRM Salesforce.

• Dispatched & Escalated issues to field technicians (occasionally myself) when on-site repair and diagnosis was further required.

• Contributing remotely out of Las Vegas for Cleveland Ohio based gaming company while being independent & handling all hardware/software issues meeting SLA’s and outstanding customer service.

• Monitoring testing and repairing software and networking patches on equipment such as windows OS,Microsoft office products, AD Local /Cloud, SQL server manager editing query’s when requested, diagnosing network routers, quixant gaming hardware,Dell/nuc pc’s, point of sale terminals throughout the country.

• Constantly working through calls with above average first call resolutions using Mitel VoIP & cisco AnyConnect VPN connecting securely to network domain.

• Collaborated with systems integration on the configuration and programming of arrow electronic gaming equipment out of the confluence collaboration tool .

• Maintained local and cloud client data backup on policy groups, data sets and retention policy using dell Avamar, Netapp & Azure.

• Diligently diagnosing software and hardware problems effectively remoting into servers across 8 states via team-viewer.

• Constantly creating and configuring active directory user credentials on point of sale terminals & established online access to cloud portal giving access to various groups & roles. Service Desk Technician II

Wynn/Encore Resort & Casino - Las Vegas, NV

August 2020 to April 2022

• Supported/troubleshooted moderately tricky hardware, software, network, mobile device, remote user, Kronos, and voip-related issues within a large enterprise environment assisting end users /vendors in Vegas, Boston & Macau China.

• Communicated & white gloved head Executives & COO’s in multiple time zones on various company needs, attended virtual team meetings to listen to and collaborate on various company tasks in progress.

• Managed various support tickets in multiple ticketing systems such as servicenow,amazon work space, jira, service desk, citrix, and zendesk to triage, prioritize & resolve incidents for companies domain users on their issues & demands in a timely,personal & understanding matter while adhering to IT director SLA’s.

• Executed SSD & NetApp applications and data backup on AWS Cloud.

• Accessed multiple pc remoting software tools such as bomgar cloud, microsoft remote desktop,logmein

& teamviewer.

• Troubleshooted multiple vpn issues for various onsite & remote end-users with software tools such as cisco any connect vpn, sonicwall net extender & microsoft's built-in vpn.

• Managed AD Local & Cloud intensively for multiple client rdp servers, as400 such as creating new company hires, terminations, account unlocks, password resets, adding users to distribution lists,member of ect, i’ve done many okta account creations, mfa setup, sharepoint,SSO application assistance.

• Setting up multiple remote & onsite service clients employees also for their various company desktop software/web-based applications like oracle, new pc equipment such as surface pros, dells, lenovo, apple

& android devices, access creation to wynn domain for new employees, and needed access tools .

• Adapted myself to each department making sure they have a great understanding of what I'm instructing them to do and the various tasks I'm performing on their user accounts & solutions so the issues can happen less often.

IT Project Consultant - IT Technician / Business Services Lexington Medical Center - Columbia, SC

June 2019 to June 2020

• Collaboration with hospital Executives/Management to determine their specific project needs while documenting and providing technical assistance and support for incoming IT requests and issues related to computer systems, software, and hardware. install, modify, and repair computer hardware, software, and peripheral devices. maintain, configure, redesign and expand current wired and wireless networks.

• Managed & consulted 57 medical site-wide projects to update OS hard drives from static drives to solid state drives in thousands of desktops & laptops & vdi network migration from OS 7 to windows 10 because Microsoft has pulled the plug for supporting win 7 updates in 2020. I implemented users & groups on cloud-based Azure.

• Created & terminated users joining/leaving company & assigned groups, permissions, shared drives/ folders, SSO application access, etc.

• Assisting hospital staff with Plexis PCM healthcare claims and benefits using SQL for data storage.

• Using RDP software such as Bomgar, windows rdp, amazon workspaces to remote into medical staff

& remote users PC.

• Configured, monitored and encrypted local and cloud client & data backup using Dell Avamar, VMware, Blocker, Netapp & Azure diligently backing up and recovering medical staff virtual machines and data applications .

• Ran ConnectWise & ServiceNow to take on company support tickets & triage and prioritize issues to domain users on their issues and demands and get them resolved in a timely professional manner.

• Hands-on desktop/laptop motherboard restoration, Installed, imaged, monitored, upgraded, troubleshot, and maintained physical and virtual servers, personal computers, laptops, printers, software, audio and video equipment, telecommunication systems, wireless connectivity, remote access, and other network devices, replaced desktop and laptop power supply, ram, sticks, video cards, etc.

• Assisted with the coronavirus epidemic by providing a virus containment Tech tent setup. Project Consultant / IT Technician

AT&T (HQ Tower) - Atlanta, GA

April 2018 to June 2019

• Consulted and provide timely and considerate customer service with clients & technicians to get their quantity needs on equipment such as large network servers, VoIP cisco phones & gateway audio codes which i had to configure manually and make sure all equipment is working right and good to go to be sent out then work directly with ups using their equipment & software to ship out the equipment.

• Configured and backed up cisco network servers before shipment to the client store based in the heart of downtown Atlanta in the AT&T corporate headquarters tower skyscraper.

• Maintained an exceeding level of project knowledge & understanding of tech equipment services & end result of installation with clients/company employees.

• Communicating with clients for software / engineering store setup needs my duties included new hardware and software installation, imaging, packing, and support for nationwide store rollout.

• Troubleshooted issues with VoIP systems, including related network resources and software applications.

• Installed and maintained all network infrastructure utilizing government and industry security best practices.

• Using postal service software to create shipping labels & ship equipment to worldwide locations. Aircraft Load Captain/Ramp Material Handler

Federal Express (FedEx)(CAE) Columbia Metropolitan Airport - West Columbia, SC June 2017 to April 2018

• I Was Responsible For Powering Aircraft & The Load On All Materials Entering Aircraft & Belly Of Boeing 747 & ART Feeder Aircraft And Wing Marshal Aircraft Off Airport Ramp.

• I Provided Safe And Efficient Operation Of Equipment Used For The Movement Of Packages/Documents/ Heavyweight, Dangerous Goods And Uld Shipping Containers .

• Assisted In The Buildup/Breakdown Of Pallets Containing Heavyweight Freight.

• Dealing With The Movement Of Heavyweight Freight Using Forklifts, Tugs, And Other Loading/Unloading Equipment Transfer cargo onto airplanes.

• Performed preflight and post-flight aircraft checks, and compute weight and balance.

• I Ensured all governmental regulations, company procedures, and safety and security requirements are followed.

Customer Service Agent / IT HelpDesk Support/ CSA Trainer AT&T - Las Vegas, NV

March 2016 to June 2017

• Completed 8 Week AT&T Job Certification Training & Was Able To Now Train Other AT&T Employees On The Many Applications The Company Uses & Presenting Outstanding Customer Service and Using The Correct Dialogue When Speaking To Our Many Customers.

• Handled Escalations and follow up with consumers.

• Nurtured business relationships with customers

• Assisted Customers with Equipment Tech Issues

• Handed Direct TV Equipment Purchases & TV Packages

• Handled Personal Information Such As SSN, Credit Card Numbers, Address, ETC

• Managed Wireless Cell Phone Purchases, Activation & Walk-Thru of products.

• Scheduled field technicians to visit the homes of customers For installation Front Desk Concierge Agent

Caesars Palace Resort & Casino - Las Vegas, NV

August 2015 to February 2016

• I Handled Hotel Guest Personal Info (SSN, Credit Score, Address, DOB, Phone Numbers)

• I Always Presented Outstanding Hospitality & Customer Service In and Around Resort Properties In Las Vegas.

• Standing and greeting residents and guests according to company standards

• Maintaining ownership of the process of resolving resident and guest complaints

• Interacted with all residents, showing genuine appreciation.

• Provide knowledgeable and comprehensive information about the surrounding areas.

• I Promptly answered records, and complete all guest requests, phone calls, questions, or concerns.

• Monitoring surveillance cameras.

• Monitoring and securing the lobby.

• Walking the premises to ensure that the highest standards are being maintained. Inventory Control Technician (Lead Inventory Technician LMG Show Technology - Las Vegas, NV

May 2014 to January 2016

• I Helped Support Stage Setup For Las Vegas & Los Angeles Shows & Conventions In THE TWO ENTERTAINMENT CAPITALS OF THE WORLD.

• I Also Was Appointed Lead Inventory Control Technician Over My Own Department For A Fortune 500 Tech Company At A Young Age.

• I Maintained & Manage An Acceptable Level of Physical Tech & Stage Inventory

• Handling Tech Stage /Concert Equipment For The Conventions & Shows From Las Vegas to Los Angeles

• LED Pixel Assembly & Video Screen Production

• Assisted With Audio Soundboard Configuration.

• I Assisted In PC & Mac Setup For Stage Crew.

• Network Cisco Router Setup.

• Remote Desktop Setup For Stage/Event Manager

Lead Technical Director

NEBC - Columbia, SC

February 2009 to April 2014

• I directed technical aspects of podcasts and other productions, checking and switching between video sources, and taking responsibility for the on-air product, including camera shots and graphics.

• Make repairs To Any Tech Equipment As Needed (Speakers, Sound Board, Video Projector, Rotational Cameras.

• Supervised and assign duties to workers engaged in technical control and production of digital recording of programs to consumers.

• Test stage & audio equipment in order to ensure proper operation.

• Monitored broadcasts in order to ensure that programs conform to the station or network policies and regulations.

• Observed Video through monitors, and correct camera and video controls for ideal Picture & Contrast.

• Acted as liaisons between engineering and production departments. Education

Associates of Science in Network Systems Administration ITT Technical Institute-Henderson - Henderson, NV

June 2014 to February 2016

Skills

• VPN

• DNS

• Azure

• Cisco Routers

• Microsoft Office (10+ years)

• VMWare

• Computer Networking

• Mobile Devices

• Technical Support

• Microsoft Windows

• Remote Access Software

• VoIP

• ServiceNow

• Active Directory

• Live chat

• LAN

• Network Support

• AWS

• VPN

• Cloud Computing

• Citrix

• SQL Server Management Studio

• Microsoft Office

• Microsoft Exchange

• DHCP

• Active Directory

• Citrix

• Remote access software

• VMWare

• ServiceNow

• Microsoft Exchange

• Azure

• VoIP

• AWS

• Cisco routers

• SharePoint

• VPN

• Jira

• Mobile devices

• Software testing

• Confluence

• Network support

• IT support

• Cloud computing

• Zendesk

• Salesforce

• CRM software

• POS

• Oracle

• SaaS

• Software troubleshooting

• Root cause analysis

• SQL

• Google Suite

• IT support

Certifications and Licenses

MCP

Present

Assessments

Sales skills — Proficient

January 2024

Influencing and negotiating with customers

Full results: Proficient

Data entry: Attention to detail — Proficient

April 2023

Maintaining data integrity by detecting errors

Full results: Proficient

Technical support: Customer situations — Proficient October 2020

Responding to technical support situations with sensitivity Full results: Proficient

Technical support — Proficient

March 2022

Performing software, hardware, and network operations Full results: Proficient

Mechanical knowledge — Proficient

January 2024

Understanding and applying mechanical concepts and processes Full results: Proficient

Technical support: Customer situations — Proficient May 2022

Responding to technical support situations with sensitivity Full results: Proficient

Customer service — Proficient

July 2021

Identifying and resolving common customer issues

Full results: Proficient

Work style: Reliability — Proficient

March 2023

Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient

Technical support — Proficient

July 2021

Performing software, hardware, and network operations Full results: Proficient

Customer focus & orientation — Proficient

April 2023

Responding to customer situations with sensitivity Full results: Proficient

Attention to detail — Proficient

May 2023

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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