Jordan Ellis
Dover
Summary
IT Professional with over eight years of experience as an IT Helpdesk Support technician, I have provided comprehensive IT services across diverse environments, including SaaS, Retail Trade, and Engineering sectors. I specialize in being the first line of contact, delivering prompt solutions to end users. My expertise includes installing, maintaining, and troubleshooting Ubuntu, Windows, and macOS systems, alongside supporting a wide range of IT equipment and software applications. I am proficient in managing ticket portals, monitoring servers and networks, and administering Azure, Google, and local server environments. My strong problem-solving skills, effective communication, and user-focused approach ensure the availability and reliability of hardware and software, enhancing overall productivity and operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Helpdesk Specialist
Nexius
Pinedale, Wyoming, United States
11.2021 - Current
- Provisioned and deprovisioned IT equipment, assets, and licenses via Azure, Zoom, and other portals, ensuring proper tracking and utilization.
- Installed and maintained optimal performance for Windows, Linux, and macOS systems, ensuring system health and efficiency.
- Administered Citrix Workspace, providing end-user support and managing troubleshooting sessions.
- Managed user credentials, group assignments, and licenses on Active Directory; handled email forwarding and backups.
- Ensured SLA compliance using RMM Datto, Salesforce, and ServiceNow portals, delivering timely updates and issue resolutions.
- Installed and configured applications using Microsoft Autopilot for smooth onboarding of new/existing devices; conducted R&D on new scripts to optimize deployment.
- Administered Microsoft Authenticator, OKTA, and Duo, overseeing migration to Microsoft Authenticator.
- Collaborated with InfoSec to address vulnerabilities, tracked incidents via Defender 365 Portal, and managed security ticketing with Jira.
- Enrolled and tracked IT assets using ITAM tools like Sysaid and Asset Sonar, ensuring accurate management of devices.
- Remotely monitored network infrastructure via Cisco Meraki, ensuring operational backups and onsite camera setups.
- Configured and troubleshooted VPNs on Fortigate and Cisco AnyConnect.
- Managed remote sessions, conferences, and three-way calls for troubleshooting, software installations, and testing.
- Collaborated with Dev and QA teams to provide effective solutions to end users.
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
Punjab, PK03.2017
Skills
- System Administration: Expertise in maintaining Windows, Linux, and macOS environments
- System Diagnostics and Repairs: Proficient in troubleshooting and resolving hardware and software issues
- Salesforce, Sysaid, Gogenuity, Jira, Datto RMM: Skilled in using IT service management and ticketing systems
- Technical Troubleshooting & Non-Technical User Support: Providing solutions to technical problems while supporting end-users with varying levels of technical knowledge
- Azure AD, SharePoint, Intune, Office Exchange, Defender 365: Administration of cloud services and security monitoring
- Gsuite, Slack, Asset Sonar Administration: Managing collaboration and asset tracking tools
- POS, Pinpad, and Kiosk Management: Managing payment and kiosk systems across multiple sites using Cisco Meraki
- Core Infrastructure Services: Hands-on experience with DNS, DHCP, failover, and Microsoft SCCM for environment management
- Virtualization Technologies: Proficient in VMware and Hyper-V
- Documentation & SOPs: Reading, writing, and maintaining technical documentation, SOPs, and user training materials
- Surveillance Systems: Setup and maintenance of camera and security systems
- IT Asset Deployment & Maintenance: Experience in deploying, maintaining, and tracking IT assets
Certification
- System Administration and IT Infrastructure Services: Google
- Azure Administrator Associate
- Fortinet: NSE1 , NSE2
Timeline
IT Helpdesk Specialist
Nexius
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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