It Support Specialist

Jordan Burge

Atlanta, GA 404-***-**** *********@*****.***

Professional Summary

Proactive and detail-oriented IT Support Specialist with strong expertise in cybersecurity, Microsoft 365 administration, and multi-platform support (Windows, iOS, Linux, macOS). Demonstrated success in leading advanced IT projects, system migrations, and providing exceptional customer support. Adept at troubleshooting complex technical issues, communicating clearly with end-users, and thriving in fast-paced environments. Known for adaptability, problem-solving, and a collaborative approach to technology challenges. Technical Skills

- IT Support & Systems: Microsoft 365 Admin Center, Exchange, SharePoint, Teams, Entra ID, Windows 10/11, macOS, Linux, iOS

- Cybersecurity & Networking: VPN, DNS, TCP/IP, Network Security, Security Audits, IDS, SIEM tools

- Scripting & Programming: PowerShell, Python, SQL, Bash, Command Line Interface (CLI)

- Remote Tools & Ticketing: Quick Assist, TeamViewer, Zoho Assist, DFM, Rave, Syncro RMM

- Documentation & Process: Incident Response Playbooks, technical writing, knowledge base creation

Key Competencies

- Microsoft 365 Administration, Troubleshooting & User Support

- Windows, Linux, and iOS System Troubleshooting

- OneDrive Support and Migration

- DNS Troubleshooting

- Excellent Customer Communication & End-User Education

- Ticketing Support via Phone, Chat, and Email

- Migrations from On-Premises to Microsoft 365

- Process Improvement & Efficiency Optimization

- Clear Verbal, Typing, and Technical Writing Skills Professional Experience

• Microsoft 365 Support Specialist

Mural US, LLC – Tucson, AZ April 2024 – August 2024

- Provided high-level support for Microsoft 365 apps including Teams, SharePoint, Exchange, and OneDrive

- Resolved user issues via ticketing systems, thoroughly documenting steps and solutions

- Delivered user training to enhance Microsoft 365 adoption and reduce support requests

- Collaborated with escalation teams for critical issues, ensuring rapid resolution

- Identified support trends to refine documentation and processes based on Microsoft updates

• Microsoft 365 Concierge Ambassador

Experis US, LLC – Milwaukee, WI September 2022 – April 2023

- Delivered global user support for Microsoft 365 suite, including Azure Active Directory and Exchange

- Recognized with Circle of Excellence Award for outstanding performance

- Conducted advanced troubleshooting of Outlook and account access issues

- Performed Active Directory tasks such as user unlocks and password resets

- Supported users across phone, email, and live chat with an emphasis on communication clarity

• IT Support Specialist

Maximum Technology Solutions, LLC – Acworth, GA August 2020 – September 2022

- Provided full-scope IT support for Microsoft 365, Windows, iOS, and hardware environments

- Resolved hardware/software/network issues for business and home users, remotely and onsite

- Set up and maintained desktops, laptops, printers, and networks

- Led data migration and recovery tasks with a focus on integrity and user satisfaction

- Ensured system security through updates, antivirus solutions, and vulnerability checks Certifications

- Google IT Support Professional Certificate, Coursera – April 2022

- Google Cybersecurity Professional Certificate, Coursera – August 2023 Awards

- Circle of Excellence – Outstanding Team Member, Experis – January 2023 Education

South Paulding High School – Douglasville, GA

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