Support Specialist On-Site

Randy Jordan

661-***-**** **********@*****.***

Frazier Park, CA.

Experience

Freelance / Field Nation Oct 2023–Current

Consultant

Oct 2023 to current: I have been the sole IT tech/admin working for a small MSP out of Dallas TX providing remote system administration and helpdesk support for 5 clients and 50 + workstations. Operating systems I support here are MS Server 2012, 2016 SBS and MS Server 2019, Windows 10/11. Manage Azure tenant, connecting API’s, maintaining 2FA administration, o365 Administration. Helpdesk software used most is SuperOps AI which I implemented for the MSP, it includes remote control and patch management as well as integrating with security products such as ESET Security and Webroot and many other products like IT-Glue and QuickBooks. Security products I use are Perception Point email security, Easy DMARC, ESET Security, Webroot, Huntress, Guardz. I manage network infrastructure using Uplevel Systems, Cato Networks, Cytracom and Ruckus Wireless, I am the only tech for multiple companies and have a vast array of systems that I work with and support including upgrading of QuickBooks Enterprise in multi-user environment, assisting in keeping multiple CAD applications installed and updated, such as Solid Works, Tremble Tek Systems, Blue Beam Revu. Backup administration using Veeam (novice), Axcient Backup (most used) Datto and Unitrends. Manage mobile devices using Hexnode for Android and Apple devices.

Freelance / Field Nation May 2012–Oct 2023

Consultant

Provide on-site network and system support for various SMB’s, Chase Bank, Ross, Mobile Mini Storage, Large scale cannabis dispensaries and related business’ including labs and commercial grows.

Perform upgrades, set up POS Systems Replace defective parts (pen pads etc.), routers, and other hardware.

Consolidated Telecom Services, Round Rock, TX Jul 2011–May2012

Help Desk /System Administrator

Provide local and remote support troubleshooting and resolving issues with applications, printing and connectivity to approximately 75 users using VNC, RDP, Log Me In and other remote support products; perform on-site repairs, upgrades and migrations. Configure, implement Motorola Wireless Networks for Homeland Security/CBP jobs.

Active Directory, Group Policy and Exchange Administration “Server 2008 and Exchange 2010” perform routine upgrades and maintenance on same servers.

Migrated network to MPLS Network for Austin, Round Rock and San Antonio Offices, Implemented Ticketing System “Spiceworks”, Rolled out Symantec Endpoint Protection Ver. 12, Implemented a remote support product “Screen Connect”, Configured and rolled out a VPN solution using Easy VPN on Cisco ASA 5505, Implemented Virtualization using Hyper-V on Server 2008R2 with 4 production Servers/PC’s now virtualized.

Harden Healthcare, Austin, TX Feb 2009–Jan 2011

Field Services / Support Technician

Provide local and remote hardware and software support to more than 3,500 users using VNC, Citrix Management Console, LANDesk, and other remote support products; perform on-site repair, upgrades and migrations at facilities in multiple states. A few products I supported include AHT/LTC, McKesson Horizon Homecare, PeopleSoft, AllScripts. Ticketing Systems used: Track IT, LANDesk and Remedy.

Install/replace various enterprise networking devices, including routers and switches; work with network engineers on troubleshooting issues. Assisted with major MPLS roll out to around 100 sites.

Troubleshoot and resolve application, printing and connectivity issues both locally and in a Citrix Published Apps, ICA Connections/TS environment; configure reservations in DHCP servers, BES administration, AS400 administration, AD administration, and PeopleSoft user administration.

Promoted to Level II Support Technician after one month as Level I; after one year promoted to Field Services Manager, overseeing 2 to 4 other field services technicians.

East Texas PC, Lufkin, TX July 2008 - Feb. 2009

PC / Network Technician

Provide extensive on-site network and system support for various business customers, including CVS Pharmacies, Pizza Hut, and Stephen F. Austin State University.

Build custom PC's using mostly Windows XP; maintained SBS 2003 with Exchange for in-house use.

Perform custom upgrades for consumer and commercial customers, including setting up POS Systems.

Utilize multiple software applications for malicious software and virus removal; performed data recovery and backup of customer data.

Computer Technologies/Bob's Recompute, Bakersfield, CA April 1995 - May 2008

PC / Network Technician ISP Administrator

Ran a small ISP, Provide on-site network and system support for a broad client base while performing similar duties as performed at East Texas PC.

Qualifications & Skills

All versions of MS Windows, including 9x, 2000 Pro, XP Home/Pro, Vista, and Windows 7/10/11, Server 2000 to MS Server 2022, Basic to intermediate administration in o365 including setting up new tenant using TD SYNNEX, tracing messages, managing domain settings including DNS configuration and SPF records.

Manage mobile Android and Apple devices using Hexnode (Basic to intermediate)

Axcient X360 Recover, SuperOps, LanDesk, Remedy, Perception Point, Easy DMARC, ESET, Webroot, Huntress.

Some Tools used: SysInternals (autoruns, Disk2VHD and process explorer), Ghost and Acronis,

Intermediate skills: Uplevel, Cato, Ruckus and Cytracom Gateways, Switches, most SOHO routers and switches.

Education & Certifications

Microsoft MCSA + Messaging Server 2003

Microsoft MCTS Windows Server 2008 Network Infrastructure Configuration, Active Directory Configuration, Applications Infrastructure Configuration and Vista

National Training Institute (Microsoft / Novel Networking, Computer Repair)

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