It Support Technology

Ganoudis F. Jordan, Sr.

***** *** ***** ***** **. Humble, TX 77396 850-***-**** *********@*****.***

Professional Summary

Corporate IT Support Specialist-Desktop Technician with over 15 years of experience delivering enterprise-level desktop, network, and event technology support. Proven track record of resolving complex technical issues, managing large-scale deployments, and ensuring seamless operations for high-visibility corporate environments. Skilled in Windows OS imaging and migration, Active Directory administration, and remote troubleshooting using enterprise tools. Recognized for analytical thinking, strong communication, and consistent performance above expectations.

Core Competencies

Desktop & Field Support (Tier 2–3), Windows 10/11 Imaging & Migration, Network Infrastructure (Cisco Meraki, LAN/WAN), Active Directory SCCM ServiceNow Bomgar, Microsoft 365 VPN Remote Desktop Support, Hardware & Software Troubleshooting, Ticketing Systems Incident & Asset Management, User Training & Documentation, Cross-Department Collaboration & Client Relations

Professional Experience

Corporate Support System Technician II Mattress Firm, Houston, TX (Mar 2022 – Oct 2025)

Delivered enterprise-wide IT and network support for corporate headquarters and nationwide events.

Planned and executed technology setups for corporate Events and Expositions team, managing on-site infrastructure across multiple U.S. locations.

Configured and maintained Cisco Meraki networking equipment to ensure stable WAN/LAN connectivity.

Supported Windows desktops, CPOS systems, and Android tablets; troubleshot issues in high-demand environments.

Managed Desktop/Laptop imaging, printing solutions, and remote access support.

Collaborated with vendors and internal IT teams to resolve escalated incidents and optimize performance.

Documented event IT procedures, maintained equipment inventory, and produced post-event reports.

Supported 50+ national events annually with near-zero downtime and improved setup efficiency by 25%.

IT Support Technician (Contractor – Mattress Firm) Isphere, Houston, TX (Mar 2021 – Mar 2022)

Provided Tier 2 desktop and network support for corporate and event operations.

Executed remote troubleshooting and maintained connectivity and uptime for all corporate staff and field users.

IT Service Help Desk Analyst (Contractor – Houston ISD) Isphere, Houston, TX (Aug 2020 – Feb 2021)

Delivered Tier 2–3 support for 200+ remote teachers and students during district-wide virtual operations.

Handled password resets, account administration, and ticketing through Active Directory and FastPass.

Resolved incidents using FootPrints and Easy IEP systems, maintaining SLA compliance.

Field Service / Desktop Support Analyst (Contractor – LyondellBasell) ObjectWin, Channelview, TX (Mar 2020 – Jul 2020)

Provided on-site and remote support for end users, ensuring minimal downtime for field operations.

Imaged and deployed systems using SCCM for large-scale PO/TBA project implementation.

Managed tickets and incidents through ServiceNow and Remedy ticketing platforms.

Education

Florida State University, Tallahassee, FL – Major: Criminology & Criminal Justice (Senior Standing)

Tallahassee Community College, Tallahassee, FL – Associate of Arts in Criminal Justice, Dec 2000

Certifications & Certifics

Dell Certified Technician

Toshiba Continuous Service Training (CST)

(ISC) CISSP – Certified Information Systems Security Professional, 2025

Cisco Meraki MX Firewalls, 2025

Cisco Meraki Networks, 2025

Engineering Cisco Meraki Solutions v1.0 (500-200) – In Progress

Additional Credentials

Transportation Worker Identification Credential (TWIC)

Cover Letter

Dear Hiring Manager,

I am writing to express my interest in the Corporate IT Support position. With over 15 years of experience providing comprehensive IT and network support within corporate and event-based environments, I have developed a reputation for delivering fast, effective solutions that minimize downtime and keep business operations running smoothly.

At Mattress Firm, I managed IT infrastructure for both headquarters and national events, overseeing network configurations, desktop imaging, and remote troubleshooting using Cisco Meraki, Remote Desktop, and Active Directory. My hands-on approach and proactive problem-solving helped streamline technology deployments, reduce system outages, and enhance end-user satisfaction.

I am confident that my background aligns perfectly with the needs of a modern, enterprise IT environment. I take pride in clear communication, collaboration, and maintaining the high standards of reliability your organization values.

Thank you for considering my application. I would appreciate the opportunity to discuss how I can contribute to your IT operations.

Sincerely,

Ganoudis F. Jordan, Sr.

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