Jordan Ellis
Dover
Summary
IT Professional with over 8 years of experience, I am an IT Helpdesk Support Specialist skilled in delivering comprehensive IT services in diverse environments, including SaaS, Retail Trade, and Engineering companies. My expertise includes installing, maintaining, and troubleshooting Ubuntu, Windows, and MacOS systems, alongside supporting a wide array of IT equipment and software applications. I have a strong background in managing ticket portals, monitoring servers and networks, and administering Azure, Google, and local server environments. My problem-solving skills, effective communication, and user-focused approach ensure the availability and reliability of hardware and software, thereby enhancing overall productivity.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Helpdesk Specialist II
Infinitum Sphere
11.2021 - Current
- Install and maintain health for Windows, Linux and MacOS, ensuring best performance
- Provide hardware or software support for IT equipment including testing and peripheral devices.
- Assist in deploying IT equipment and updating inventory documentation for asset management
- Monitor the salesforce and Jira ticket portal,
- Install and support a variety of application tools and setup through autopilot for new onboard devices
- Azure administration includes Active Directory, Sharepoint, Microsoft exchange, Intune etc and mirror modification on local server
- Assist Info Sec in triggering and rectification of indents, monitoring on Defender 365 and step forward for possible resolution
- Monitor, Track and maintain devices record using different ITAM tools like Sysaid and Asset Sonar
- Portal management for authenticators, including user/group profile management and assigning permissions.
- Network troubleshooting and good understanding with network infrastructure
- Remote sessions and audio/video calls or conference for user device troubleshooting or new installation.
- Robust communication with team leader and scheduled/unscheduled meetings.
IT Technician
PHP Studios
05.2020 - 10.2021
- Provided first-line support for IT-related issues, troubleshooting hardware, software, and network problems on Mac, Linux (Debian), and Windows systems
- Assisted users with Google Workspace and Slack-related queries, ensuring seamless communication and productivity
- Performed regular system health checks, maintenance, and updates, ensuring all systems were secure and up to date
- Monitored and maintained network infrastructure, troubleshooting issues and coordinating with service providers as needed
- Managed VPN, firewall, and other network security measures, maintaining optimal network performance and security
- Maintained an inventory of IT assets, managing their lifecycle from procurement to disposal, and provided training and documentation for users.
IT Support Officer
Descon Engineering Fze,sharjah,UAE
02.2016 - 04.2020
- Streamlined and expedited IT processes and reduced downtime
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing Systems, Peripheral devices and Network
- Diagnosed complex technical and hardware problems by providing effective solutions quickly
- Hands-on expertise in Microsoft tool, Active directory and Local area network problems
- Reduced support tickets through proactive maintenance of hardware, ERP support, System and Network.
Education
Bachelor of Science - Information Technology
Comsats University
Pb, PK03.2017
Skills
- Backup Management
- Hands-on Experience with Windows, Linux, & MacOS
- Ticket Assignment & SLA Adherence
- Microsoft Azure, Azure Active Directory
- Microsoft O365 (Admin Console)
Asset Tracking & Inventory Control
- Windows Server Active Directory
- Microsoft Azure Endpoint Manager, Autopilot, Intune
- Vendor & Service Provider Communication
- Staff Training & Development
- IT Product Research, Testing, & Procurement
- 4 Years of Hands-on Network Support Expertise
Certification
- System Administration and IT Infrastructure Services: Google
- Azure Administrator Associate : Training
Timeline
IT Helpdesk Specialist II
Infinitum Sphere
11.2021 - Current
IT Technician
PHP Studios
05.2020 - 10.2021
IT Support Officer
Descon Engineering Fze,sharjah,UAE
02.2016 - 04.2020
Bachelor of Science - Information Technology
Comsats University
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