IT Analyst
Resume:
Jordan Bigelow
*******.**********@*****.***
Senior IT Support & Technology Operations professional with 9+ years of experience supporting enterprise and educational environments. Proven leader managing teams of up to 13 technicians, large-scale classroom and AV deployments ($5K–$3M), and ITSM processes using ITIL principles. Strong background in endpoint management, Apple and Windows ecosystems, vendor coordination, and stakeholder communication. TECHNICAL SKILLS
● Endpoint & Device Management: Microsoft Endpoint Configuration Manager
(MECM), Jamf Pro, Apple School Manager
● Identity & Access Management: Entra ID (Azure Active Directory), Azure AD, Active Directory
● Audio Visual: Crestron Toolbox, Crestron XPanel, Q-Sys Designer, Sim Capture, Laerdal, Gaumard
● Operating Systems: Windows 10/11, macOS (Ventura–Sequoia), ChromeOS
● IT Service Management & Tools: ITIL v4, TeamDynamix, SysAid
● Documentation & Design: Obsidian, Adobe XD
KEY PROJECTS
● Future48 Workforce Accelerator Site Remodel
● Jamf & Apple School Manager Integration (multi-campus deployment)
● Classroom/Conference Room Upgrades and Installs
● Multi-Campus Security Camera Installation
● Student Center Remodel
EXPERIENCE
Technology Support Analyst 05/2023-01/2026
Maricopa Community Colleges Phoenix, AZ
● Managed whole projects of varying sizes from small classroom/conference room upgrades to complete room designs, ranging from $5,000 to $100,000. Collaborates with stakeholders and respective departments, facilitating effective communication and ensuring alignment among all parties.
● Supported pre-implementation discovery and planning for high-value IT initiatives
($250K–$3M), covering technical scope for large-scale classroom technology deployments and architectural redesigns.
● Researched and applied ITIL v4 and COBIT best practices to improve team workflows, SLA adherence, and service prioritization across faculty and staff support
● Leveraged ITIL principles to define, document, and deploy Service Level Agreements
(SLAs) and a structured Priority Matrix, improving system uptime and compliance.
● Managed TeamDynamix ticketing system, triaging and delegating 60+ weekly requests across 5 technicians while maintaining SLA compliance and improving resolution consistency
● Developed and implemented a standardized onboarding process for incoming technicians aligned with Customer Care Benchmark standards.
● Assisted technicians with conflict resolution and de-escalating faculty and staff.
● Maintained vendor relations for installations and repairs with Bluum, EKC, Crestron, QSC, Laerdal, B-Line, Nissan, Dell, HP, Lenovo, Screenbeam, and Apple.
● Assisted in hiring processes and participated in interview panels for technical and administrative roles
● Designed technical documentation for both user and technical audiences, utilizing Obsidian and Adobe XD.
● Provided regular status updates to direct leadership pertaining to the daily operations and workflow.
Technology Support Specialist Senior 07/2022-05/2023 Maricopa Community Colleges Phoenix, AZ
● Served as a Customer Care project lead over a team of 13 technicians for several technology upgrades in departments such as Math and Science, Human Resources, and Learning Center.
● Mentored 3 full-time, 2 apprentices, and 8 part-time Customer Care employees, providing educational expertise on daily operational tasks on technical concepts. Assigning and monitoring tasks.
● Initiated and oversaw the restructuring of Jamf Pro with the implementation of Jamf Connect, Jamf Protect, Apple Remote Desktop, and Apple Configurator 2 in collaboration with Mesa Community College.
● Managed and supported simulation lab environments, including IP-based systems and AV infrastructure
● Analyzed system usage data to inform hardware lifecycle decisions and asset replacement strategies
Technology Support Specialist 01/2021-07/2022
Maricopa Community Colleges Phoenix, AZ
● Provided classroom, conference room, and multipurpose room audio-visual and computer support and maintenance. Provided users with instruction and or training on how to utilize technology.
● Imaged and deployed 3000+ Windows and macOS devices utilizing packages deployed by Microsoft Endpoint Configuration Manager, Jamf Pro, and USB.
● Performed database maintenance by removing 300+ assets across Active Directory, Microsoft Endpoint Configuration Manager, and Sassafras in accordance with inventory life cycles.
● Provided audiovisual maintenance in classrooms, conference rooms, and multipurpose rooms utilizing Q-Sys Designer, Crestron Toolbox and XPanel.
● Proposed the purchase and implementation of KVM switches to improve workbench efficiency.
● Provided support for internal and external events such as the President’s Cabinet, Dean Forums, President Forums, and Nurse Pinning Ceremony. Campus Technology Assistant 02/2019-12/2020
Glendale Union High School District Glendale, AZ
● Performed technical support for faculty, staff, and students on Windows, MacOS, and Chromebook devices by utilizing Active Directory, Configuration Management Console, Remote Desktop Protocol, and Google Admin.
● Imaged and deployed 1500+ Windows, MacOS, and Chromebook devices utilizing packages deployed by Configuration Management Console, Jamf Pro, Google Admin, and USB.
● Assisted with audio-visual setup for special events, graduations, and third-party functions.
● Handled sensitive student documents while maintaining FERPA guidelines.
● Collaborated with vendors to locate replacement components and resolve advanced device malfunctions.
● Handled 30+ technical calls daily and consistently met high service standards.
● Created and maintained technical documentation and record-keeping systems.
● Managed tickets as the sole campus technician utilizing System Center as the ticketing system.
● Supported AV setup and execution for school events and third-party functions Consultation Agent 01/2016-05/2019
Geek Squad Phoenix, AZ
● Diagnosed and resolved hardware and software issues, including malware removal and system optimization
● Led and trained a team of 12 agents, ensuring quality service delivery and data security compliance
● Documented technical processes and communicated updates to clients throughout service lifecycle
● Performed hardware repairs and Apple device servicing according to manufacturer standards
● Tested and troubleshot issues with returned products like TVs, speakers, receivers, computers, monitors, and cameras.
● Ensured client confidentiality procedures were followed by maintaining and properly disposing of work order documentation
● Communicated with companies like LG, Samsung, Sony, Dell, Lenovo, and HP to perform quality assurance and demo new products.
Customer Service Specialist 10/2015- 01/2016
Best Buy Phoenix, AZ
● Used Consultative techniques to understand customer needs and make strategic referrals to business partners.
● Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
● Recorded product or service failure complaints and notified appropriate departments for training opportunities.
● Collaborated with shipping department staff to facilitate smooth materials returns to the correct vendors.
● Processed 400+ transactions daily and maintained accurate financial records
● Managed store registers and safe, totaling drawers and making daily deposits.
● Resolved customer issues and escalations while maintaining high satisfaction ratings
● Carried out opening and closing functions to meet operational needs underpinning strong customer service.
● Took payment information and other pertinent information such as address and phone numbers to place orders.
PROFESSIONAL CERTIFICATES
ITILv4
Issued by PeopleCert
Jamf 300
Issued by Jamf Nation
Jamf 200
Issued by Jamf Nation
Crestron Technician Certification
Issued by CTI (Crestron Technical Institute)
Crestron Core Certification
Issued by CTI (Crestron Technical Institute)
EDUCATION
GED
Boulder Creek High School Phoenix, AZ
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