Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Eddie Jordan

Nottingham,MD

Summary

I am an Ambitious, career-focused job seeker, anxious to obtain an entry-level Cloud position to help launch career while achieving company goals. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Currently working to acquire Azure 900 and 104 certification.

Overview

3
3
years of professional experience
1
1
Certificate

Work History

IT Service Desk Analyst

First Citizens Bank
Raleigh, NC
03.2023 - Current
  • Implemented and managed software upgrades and installs, rights and performance tuning for software.
  • Worked in SolarWinds and Splunk to monitor network connectivity
  • Helped maintain Zscaler and Okta VPN protections across all users computers/devices
  • Provided technical support for vendors/users utilizing Citrix virtual machines
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Experience working with Service Now Database and updating knowledge base articles within SNOW environment
  • Corrected network faults and malfunctions to restore connectivity to individual users and entire facilities.

Service Desk Analyst

Silvergate Bank
San Diego, CA
11.2022 - 01.2023
  • Develop, update, document and manage GPOs across complex multiple domain, network environment
  • Worked hand and hand with Service Now ticketing system and zscaler implementation
  • Created user accounts, edited user account information, reset user passwords and removed access to the network utilizing active directory.
  • Fielded calls from field service engineers needing corporate support and researched, routed, navigated or escalated to meet customer needs.
  • Utilized Okta/Global Protect VPN so users may connect to various different banking applications
  • Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
  • Regularly performed housekeeping duties to keep OU clear of stale, unused, expired, and objects no longer needed.

Tier 1 Service Desk

Advance Business Systems (MSP)
Baltimore, Maryland
07.2021 - 11.2022
  • Azure virtual networks, VPN and express route to establish connectivity between on premise and cloud
  • Working on Microsoft Azure, involved in configuring virtual machines, storage accounts, resource groups
  • Configured routers, switches, firewalls and other hardware to deploy and manage LAN, WAN and wireless networks.
  • Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems
  • Uninstalled and reinstalled basic software applications,resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities
  • Managing Windows 2012, 2016 servers, troubleshooting IP issues and working with different support teams
  • Worked closely with systems analysts, engineers, and programmers to understand limitations, develop capabilities, and resolve software problems.

NPower

ITIntern
Baltimore, Maryland
08.2020 - 12.2020
  • Supported technical team through flexible and active engagement in variety of hands-on activities
  • Contributed to technical documentation, participating in policy, procedure, and standard development
  • Configured Linux and Ubuntu virtual machines
  • Monitored and inspected equipment, systems and control boards.
  • Took active role in multiple and diverse projects to become familiar with technical tools and procedures
  • Prepared engaging presentations, summaries, and product briefs to share with team and management
  • Maintained positive working relationship with fellow staff and management
  • Collected, analyzed, and reported on data for use in operational planning.

Education

High School Diploma -

Baltimore Polytechnic Institute
Baltimore, MD
06.2016

Some College (No Degree) -

The Community College of Baltimore County
Essex, MD

Skills

  • Microsoft Active Directory (group memberships, shared drives access, policies, etc)
  • Experience with Microsoft Azure cloud for multiple clients and customers
  • Strong experience and good knowledge on Azure Active Directory
  • Cloud Implementations (SaaS,PaaS,IaaS,etc)
  • Azure and SharePoint Development
  • Implementing Virtualization/Cloud Computing
  • Azure and SharePoint Development
  • Transitioning from on premise to Cloud Model Solution
  • Setting up and configuring/reconfiguring domain joined workstations with the proper operating systems, applications, and network drives
  • Knowledge of DNS and Windows Authentication to include authentication with other technologies for Single Sign-On
  • Operating Systems/Application
  • SonicWall Configurations
  • Administering Azure Backups/Storage Solutions
  • Relational Database Management Terminology
  • Establish Basic Network Connectivity (mobile and wireless devices)
  • Hardware/Networking Troubleshooting
  • Datto training and BDR configurations
  • TCP/IPV4,V6 Implementations
  • Installing/Configuring Virtual Machines, Operating Systems, & Applications
  • Identifying/Preventing Basic Security Risks

Certification

  • Azure-900 (Anticipated Sept 2023)

Timeline

IT Service Desk Analyst

First Citizens Bank
03.2023 - Current

Service Desk Analyst

Silvergate Bank
11.2022 - 01.2023

Tier 1 Service Desk

Advance Business Systems (MSP)
07.2021 - 11.2022

NPower

ITIntern
08.2020 - 12.2020

High School Diploma -

Baltimore Polytechnic Institute

Some College (No Degree) -

The Community College of Baltimore County

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Eddie Jordan