Cynthia Jordan

*** ****** ****** ******* ****, GA 30349 (C) 770-***-**** adzort@r.postjobfree.com

SUMMARY

A results-oriented, self-starter with 30 years or more of experience in Information Technology which includes a diverse background in Help Desk IT Support, Network Systems, and Data Analysis. A reputation for strong, effective interpersonal and communication skills and proven abilities in analyzing problems, developing proactive procedures, managing multiple projects, and implementing innovative solutions. Work closely and effectively with all levels of management, and contractors to satisfy company requirements.

EDUCATION/CERTIFICATES

Certificates: Coursera IT Support Professional; Coursera Foundations of Cybersecurity; IT Service Desk Management

Georgia Certified Associate Project Manager Program (Georgia Technical Authority - External Learners for certification)

Bachelor of Science (Computer Information Systems) DeVry University (incomplete)

Business Office Technology Diploma, Branell Business College, Atlanta, GA

Computer Programming/Operations Diploma, Atlanta Technical College, Atlanta, GA

PROFESSIONAL EXCELLENCE

Dept. of Natural Resources, Atlanta, GA

October 2015 to December 2022-Retired, 40 hrs. Weekly, full-time

Systems Administrator 1/ IT Coordinator

Served as the IT Director’s Coordinator for the Environment Protection Department (EPD) by responding and monitoring over 100 emails and phone calls per day regarding IT related issues in a helpdesk environment for over 700 employees.

Performed Quality Assurance testing and maintained knowledge of new computer software/hardware of technological advances and recommends improvements as needed such as: (JIRA, Zendesk, MS applications, etc). Provided appropriate recommendations to management for technology acquisitions. Evaluated and maintained the installation of new hardware/software technologies to improve services and system development.

Utilized Remote Desktop Connection (RDP), and Microsoft Teams to access the employee pc’s to resolve desktop and application issues.

Managed the Proofpoint application for Email Protection in a multilayered function to detect, identify, and block malicious emails.

Managed Active Directory (AD), and MS Exchange server to create, manage, and maintain user’s emails, Distribution Groups, Security Groups, and users’ profiles and password resets.

Managed the client software & software asset management database in Service Now by manually adding users and access level information, as well as creating tickets to for On-boarding and Off-boarding employees.

Served as an Asset Manager for over 700 computers, docking stations, monitors, etc. for employees while utilizing the Service Now to create and manage tickets & orders within the application to install, move, add, or change existing services that are network, contractual, or human resources related. This includes computer, peripherals, and software licensing. Adds or corrects assets configuration in the CMDB with the Dell Company (NTTData).

Created, managed, and tested JIRA/Zendesk incident tickets for processes and procedures on responding to various severity level incidents, significantly increasing response time, and improving overall customer service by 85 percent. Created over 150 manuals and documentation for EPD application to ensure Service Level Agreements (SLA)'s are met daily.

Served as one of the Administrators for Zoom Phone system, and MS Teams EPD accounts, (i.e., create add, remove, and modify accounts) for over 700 employees. Also assisted in setting up Audio Visual for EPD Conferences when requested for out of state meetings and upper-level management.

Configured and trained users’ access in using different EPD applications (Remedy and ServiceNow ticketing System, ArcGIS, etc.) in Windows 10, and Microsoft Office 365 by creating documents defining the applications, and its processes.

Configured and managed network printers for the department so users can access the printing, scan to email (using Microsoft Address book, SMTP), scan to folder, and fax functions.

Assisted in gaining effective support from EPD’s outsourced third-party service providers (AT&T, Microsoft ATOS, Unisys, etc.). Served as the designated EPD point of contact and service provider liaison for higher severity issues by participating in technical service calls to facilitate resolution, escalate and coordinate issues with the Georgia Technology Authority and ensure successful resolution and provide initial and follow up notifications to users and confirm successful resolution.

Assisted the Network Project Manager and AT&T in managing network switches at various branches for the Department. Applied IT security principles and methods sufficient to develop long range plans for EPDIT security systems. Provided some input in drafting information for security documentation (e.g., business continuity plans.

Maintained knowledge and experience in Systems Development Life Cycle (SDLC) and testing methodologies.by assisting the Project Manager, and Business Analyst in new projects for EPD.

Installed and Configured Microsoft Access Database (installation of the ODBC driver) to manage (compact, edit or modify) the Financial Databases.

Fulton County Government

Information Technology Department

August 2012 – October 2015, 40 hrs. Weekly, full-time

Systems Specialist

Served as Deployment Lead by developing the project schedule for $35,000,000 Fulton County libraries project as well as developing and organizing teams, ensuring the Deployment SOP is up to date and utilized and secure transportation for entire project. Assisted teams with failed deployment and improving the builds for future deployments.

Administered, identified, tested, and performed updates and changes to hardware/software systems; system abnormalities, application compatibility and installations, virus attacks, data back-up and restoration, warranty expirations, and file conversions complying or exceeding Service Level Agreements, extending exceptional customer service and solutions across a multi-leveled OS platform including VOIP phone services issues relating to pc connections.

Supported and maintained all end user systems and applications, including cleaning computer viruses. Defined and implemented a standardized deployment process that delivers patches, enhancements, and major releases for different software.

Functioned in a call center environment to provide First Level and second level support for all desktop computer systems, applications, and related peripherals to over 3,060 employees.

Diagnosed and resolved applications and computer related issues. Appropriately routed incidents and work orders to the second level support team.

Created images (County Standard Image on Windows 7 and Windows XP), and backed up user’s desktops, and deployed software and images using Microsoft System Center Configuration Manager (SCCM).

Utilized Active Directory to create, and maintain users’ emails (password resets), and to update users departmental changes.

Used Sys Prep for Windows 7, 32 and 64 bit, and Windows XP from Disk or USB.

Managed and configured a Microsoft 2012 R2 stand-a-lone server to push the operating systems to different computers utilized by the county.

State Personnel Administration (formerly Georgia Merit System) Atlanta, GA

January,1999 to June 2011, 40 hrs. Weekly, full-time

Programmer Analyst 2/Database Analyst

Summary of Duties:

Served as backup to the Database Administrator supervisor and RACFID Security Administrator for 150 Personnel IT Department. Under supervision of the database supervisor, performed various software development tasks throughout the development lifecycle including requirements gathering, data analysis, software design and development, database design, application testing, QA testing, deployment, and documentation.

Served as supervisor and trainer to 3 or more helpdesk specialists for the Open Enrollment period from June to October each year to assist more that 100 thousand State of Georgia employees with choosing benefits.

Provided technical expertise and programming to support business outside of development environment: utilized CSV data scripting, data analysis, and MS Excel spreadsheets to process and maintain KRONOS Leave System application for four or more state agencies.

Conferred with the customers/users (staff and management) to develop an understanding of their business objectives and application system needs when creating and designing new applications.

Provided (informal and formal) training and operational guidance to staff and other agencies regarding new web based or applications. Developed, and improved operational and installation procedures for a wide range of requirements like communication systems, hardware, sometimes network, security and software storage.

Utilized SQL Server 7.0, Microsoft Access, and SQL Server Management Studio Express to create, maintain, and update queries databases for several programs. Created, maintained, and updated Crystal Reports for web-based applications serving the State of Georgia.

Served as the liaison between business owners and the development team.

Utilized the CICS mainframe program (Flexible Benefit Program) to monitor downloads and create datafiles from the PeopleSoft HR and PeopleSoft Financial Program to upload to the production server for the Flexible Benefits website.

TECHNICAL SKILLS SUMMARY

Software: Microsoft Visual Interdev (Visual Basic), Visual Web Developer 2005 Express Edition (.Net), Microsoft SQL Server 7.0), Microsoft SQL Server 2014 Management Studio, Crystal Reports 9 and 10, CICS (Flexible Benefits System), JavaScript, File Transfer Protocol, Microsoft Office Suite, and Photoshop. People Soft HR Portal

Databases: SQL Server Management Studio Express, MySQL, SQL Server 7.0, Microsoft Access, and DB2

Operating Systems: Windows 2000, Windows XP, Windows 7, Windows 8 and Windows 10, Windows 11

Awards: A member of The National Society of Leadership and Success since 2015, Received Governor's Customer Service Award for 2009, and State Personnel Administrative Customer Service Award in 2006.

Volunteer Service: Serve as Secretary for Barnabas International Non-profit Organization.

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