Allie Jordan
Summary
Senior IT specialist with 15+ years of comprehensive experience specializing in account management, configuring systems for a remote workforce and triaging complex technical issues to ensure maximum studio and corporate efficiency. I’m an action and detail-oriented individual contributor with a never-ending supply of patience, enthusiasm and kindness. I enjoy problem-solving and assisting my team to succeed.
Overview
22
22
years of professional experience
Work History
Production Technical Support Engineer
Disney Television Animation
Glendale, CA
05.2019 - Current
- Provided expert onsite and remote technical support on hardware and software troubleshooting utilizing Jira and Zendesk ticketing, enhancing operational efficiency across teams and ensuring minimal disruption to production schedules.
- Collaborated with cross-functional teams to develop solutions for complex technical challenges in animation projects.
- Continuously ranked among highest in regards to ticket closures and customer service approval.
- Active Directory account creation and modifications.
- Office365/M365 account, resource, and room administration.
- Support for Windows, MacOS, Android and iOS devices.
- Created and maintained comprehensive documentation of support processes, improving knowledge-sharing among staff.
IT Field Support Analyst
San Manuel Indian Bingo & Casino
Highland, CA
04.2017 - 04.2019
- Provided technical support for hardware and software issues, ensuring minimal downtime via ServiceNow ticketing managing over 80 tickets per day supporting a user base of over 3000+ employees and patrons.
- Ranked highest among ticket resolutions.
- Network Troubleshooting.
- Account Management using Active Directory.
- Workstation setup, cable management, equipment configuration, and system imaging.
- Multiple platforms from PC, Surface Pro, iPod touch, POS systems, and varying peripherals.
- Assisting with technical documentation and inventory management
- Collaborated with cross-functional teams to resolve complex system problems efficiently.
Technical Support
iMedris Data Corporation
Redlands, CA
10.2015 - 04.2017
- Provided technical support for end-users, addressing issues efficiently and effectively for medical research software errors via email, phone, and remote sessions.
- Performed software testing for the product.
- Ran SQL updating/reporting.
Senior Technical Support Analyst
iolo Technologies
Pasadena, CA
10.2009 - 10.2015
- Troubleshooting for system performance software via email, phone, and remote sessions.
- Software Testing and configuration using VMware and JIRA reporting.
- Support team supervision.
- Continuously ranked highest in ticket resolutions.
- Bug trend tracking and reporting.
- Familiar with Integrated Systems Testing and User Acceptance Testing.
- Software testing and configuration using VMware and JIRA reporting.
- Windows based environment & PC troubleshooting.
- Served as Quality Assurance Tester from 10/2009 to 10/2010.
Database Specialist
Activision
Santa Monica, CA
05.2008 - 10.2009
- Database creation and maintenance using DevTrack software.
- Workflow management.
- Game testing and bug reporting using Fraps recording and DevTrack.
- Developed automated processes for data entry and reporting, reducing manual workload significantly.
- Multiple platforms from XBOX, Wii, Playstation, and Windows environment.
- Served as Senior Quality Assurance Tester from 05/2008 to 11/2008.
Helpdesk Support
Woodbury University
Burbank, CA
09.2004 - 07.2008
- Computer/Printer Maintenance in a mixed PC and Mac environment.
- Account Management using Active Directory.
- Software and Hardware installation and configuration.
- Troubleshooting software errors and hardware malfunctions.
- Assisting clients with network access, software tutorials, and hardware issues.
Education
Bachelor of Computer Animation -
Woodbury University
Burbank, CA01-2007
Skills
- Active Directory
- Adobe Creative Cloud
- Android/iOS
- Application support
- Hardware troubleshooting
- Jamf Connect
- Jira Service Desk
- MacOS
- Microsoft 365
- Photoshop
- SCCM/MECM
- SQL
- Storyboard Pro
- System administration
- Technical support
- Teradici / PCoIP
- VMware VCenter / VSphere
- Wacom devices
- Windows
- Zendesk
- Zoom
Timeline
Production Technical Support Engineer
Disney Television Animation
05.2019 - Current
IT Field Support Analyst
San Manuel Indian Bingo & Casino
04.2017 - 04.2019
Technical Support
iMedris Data Corporation
10.2015 - 04.2017
Senior Technical Support Analyst
iolo Technologies
10.2009 - 10.2015
Database Specialist
Activision
05.2008 - 10.2009
Helpdesk Support
Woodbury University
09.2004 - 07.2008
Bachelor of Computer Animation -
Woodbury University