Engineer Office
Resume:
Christopher Thomas Jordan
NEW YORK, NEW YORK 10018
adhsym@r.postjobfree.com
Qualifications
To this extent, I have over 20 years of experience providing IT support across many high-tech, financial, medical, and security industries. During that time, I have supported many well-known companies including CISCO, HP, CLEAR, US Bank, DirecTV, and AT&T. I hold several relevant technical certifications, but always welcome any opportunity for continued learning and education.
Proficient with the following computer skills and operation systems - Mac OSX, Windows 7 Professional, Windows 10 Pro, Windows Server 2003/2008, Microsoft Office 2019, Microsoft Office 365, G Suite, Tableau, Active Directory, Microsoft Exchange, Microsoft System Center Configuration Manager (SCCM), System Center Remote Control Manager, JAMF Apple Administration, Microsoft Remote Desktop, ConnectWise Control, Onelogin, TeamViewer, VMware, Citrix, GoToMyPC, AirWatch, RSA Soft Token, DUO Mobile, Symantec Altiris, Acronis True Image, Symantec Ghost, Casper Imaging, Cisco AnyConnect VPN, Pulse Secure VPN, GlobalProtect VPN, Tunnelblick VPN, Zoom Video Conferencing, Bluejeans Video Conferencing, Remedy Ticketing System, JIRA Service Desk, and ServiceNow Ticketing System.
Experience
BRANCH, NEW YORK, NEW YORK
IT Support Specialist, December 2019 – July 2020
Contracted through The Mice Group to provide onsite support for the Branch NYC office and remote sites.
Provided support to users with MacBook Pro, G Suite, and Office 365 applications for improved productivity and collaboration.
Utilized JAMF Pro to manage MacBooks, Mac Minis, iPads, and iPhones for deployment and implementation of software and configurations.
Used conferencing and collaborations tools such as Zoom, Slack, and ConnectWise Control for troubleshooting issues and resolved helpdesk tickets in JIRA.
Maintained, managed, and configured Zoom Conference Rooms software and hardware with Logitech Cameras, Mac Minis, and iPads.
Other duties included printer administration, network management, and office configuration.
SAVILLS, NEW YORK, NEW YORK
Desktop Support Technician, July 2019 – Sept 2019
Contracted through Prime Staff to provide executive support commercial real estate brokers, senior and executive management, HR, and other high-level staff at the New York Headquarters which include providing phone support for remote users using remote connection tools.
Imaged and deployed Windows workstations and laptops and managed inventory as needed for new hires, repairs and upgrades.
Product evaluated new Lenovo laptops and HP workstations and made recommendations for hardware and software upgrades.
Managed all incoming help desk tickets and delegated incident and problem tickets to other assignment groups in ServiceNow.
Troubleshooted and resolved various issues with Tableau, Salesforce, Microsoft Office 2016/Office 365, Adobe Creative Cloud, and other standard software running on Microsoft Windows 7/10, MacOS, iOS and Android devices.
Repaired all local HP, Ricoh, and Samsung printers and copiers and managed remote configuration of remote printers.
Utilized Microsoft System Center Configuration Manager (SCCM) Imaging to image computers configured with PXE boot.
CBOE GLOBAL MARKETS, NEW YORK, NEW YORK
IT Support Specialist, July 2018 – Dec 2018
Contracted by IT Associates Inc to work with 150 users which are investment brokers and other senior level management in resolving inter-office hardware and software issues with Windows desktops, virtual desktops configured through VMWare and Citrix Workspace, Canon and Xerox office printers, Cisco video conferencing equipment, MacOS, iOS and Android devices.
Provide troubleshooting, preventive maintenance, and quick resolutions of tickets utilizing JIRA Service Desk.
Troubleshooted and resolved issues with Microsoft Office 2016/Office 365, Salesforce, Tableau, Bloomberg Terminal, and Thomson Reuters CS Professional Suite.
Configured Windows workstations, Cisco IP Phones, Plantronics wireless headsets, Apple iPhones with AirWatch, MobileIron Go, and Exchange ActiveSync.
Participated in various consolidation projects, IT asset management, and participated in inter-office relocation and desk moves.
MEMORIAL SLOAN KETTERING CANCER CENTER, NEW YORK, NEW YORK
IT Helpdesk Specialist, Jan 2016 – Nov 2017
Contracted by The Young Group to support over 1500 users to resolve tickets using Remedy Ticketing system and manage calls on the main support line in which doctors, nurses, administrative staff call for support for their Windows workstations, Mac Workstations, Apple iPhones, and Apple iPads.
Provided first call resolution via remote connection to Windows workstations and resolve software issues utilizing System Center Remote Control Manager.
Troubleshooted and resolved issues with Microsoft Office 2010/Office 2016, Adobe Acrobat, and Pulse Secure VPN.
Assisted with configuring AirWatch and Exchange ActiveSync on company phones and personal phones utilizing company email and e-Prescribing software.
Fixed common issue with EPIC, Electronic Medical Record (EMR) and Electronic Health Record (EHR) Software.
DIRECTV, DENVER, COLORADO
IT Support Analyst II, Jan 2013 – Nov 2015
Provided phone support for remote employees and field technicians addressing issues with Windows laptops, Windows workstations, Android, and iOS devices.
Resolved networking and printing related issues for remote sites via remote connection and in-house configuration tools.
Provided break/fix support for hardware, software, and virus remediation support for computers shipped to the repair center for various deployment sites across the US.
Participated with on-call support, after-hours support, weekend support, user provisioning, termination processing, and special projects.
US BANK, SAN JOSE, CALIFORNIA
Field Service Technician, Feb 2011 – Sep 2012
Contracted by CompuCom Systems Inc to manage upgrades of decommissioned computer equipment which was replaced with new HP printers, desktops, laptops servers, and monitors at more than 10 northern California locations.
Worked independently in the field to setup e-signature pads, validators, printers, and reconfigured networking equipment at multiple banking sites.
Provided break/fix support for various hardware, software, and networking equipment for over 30 local US Bank branch locations in the bay area and other Northern California locations.
CLEAR, SAN JOSE, CALIFORNIA
IT Support Engineer, Oct 2010 – Jan 2011
Contracted by ITTech Direct, LLC to reconfigure and redeploy equipment that was used for biometric screening through airport security operated by CLEAR and relaunch fast lane service at Orlando International Airport and other sign up locations at company offices in Orlando.
Repaired and reconfigured various computer and networking equipment for use with CLEAR fast lanes.
Provided help desk support and on-site troubleshooting of issues related to kiosks located at Orlando and Denver during operating hours which required on-call weekend support and after-hours support.
HEWLETT-PACKARD, SAN FRANCISCO, CA, CALIFORNIA
IT Field Engineer, Dec 2009 – Oct 2010
Contracted by CompuCom Systems Inc supporting the Walmart account for new installations of HP Retail Photosmart Solutions Creative hardware used for creating photos, photo albums, collages and posters in store.
Provided break/fix support for hardware and software issues relating to HP Photosmart printers, HP computers, and network devices setup at completed Walmart locations.
VERIFIED IDENTITY PASS, INC. / CLEAR, SAN FRANCISCO, CALIFORNIA
Senior IT Support Engineer, Nov 2006 – Oct 2009
Contracted by ITTech Direct, LLC to provide break/fix support for all Windows based computers with biometric devices, custom designed touch-based software, and network devices of custom-built kiosks designed for use with Verified Identity Pass, Inc. / CLEAR fast-pass program at San Jose, Oakland, San Francisco, Salt Lake City, and Boston.
Then hired by Joint Security Infrastructure Group, JSIG to provide phone support to Siemens technicians hired to manage kiosks at multiple CLEAR locations.
As an IT Support Engineer with JSIG provided phone support, management of trouble tickets, assist with new site support, and creation of training materials and visual documentation for technicians.
Eventually hired by Verified Identity Pass, Inc. as the lead Service Engineer for decommissioning all hardware and collection of all hardware to be tagged and stored during company liquidation.
CISCO SYSTEMS, SAN JOSE, CALIFORNIA
Information Technology Support Team Lead, Sep 2000 – Apr 2006
Contracted by CompuCom Systems Inc to provide maintenance and repair of all IBM Lenovo laptops and HP desktops that Cisco Systems used as their hardware standard.
Managed a team of 10 technicians to support over 20 Cisco buildings and more than 10,000 employees at the San Jose campus.
Provided software support and troubleshoot issues of software cross-platform running on Windows XP Professional, Windows 2000 Professional, Sun Solaris, and Red Hat Linux.
Served as the lead escalation contact for computer hardware, software, and early adaptation of LINKSYS wireless deployment.
Provided documentation and training of new IT tools used for IT Desktop Services.
Certifications
CompTIA A+ Certification
HP Certified Technician
DELL Certified Technician
LENOVO Certified Technician
IBM Certified Technician
Education
INTERNATIONAL CULINARY CENTER, CAMPBELL, CALIFORNIA
Bachelor of Culinary Arts, April 2007
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