Jordan Clark

• Provided hands-on support for user and system issues in a secure, classified environment; handled everything from network problems to account lockouts.
• Created basic guides and documentation for how to follow cybersecurity rules and best practices during daily operations.
• I took care of account setup, access requests, and device support, while making sure everything stayed within required security limits.
• Helped keep systems locked down by double-checking settings, reviewing high-level accounts, and making sure communication tools were secure.
• Applied standard security practices while supporting systems that required elevated access and confidentiality.
• Worked side by side with both IT and security staff to keep systems running smoothly and reduce any security risks.

• Managed user accounts and group structures in Active Directory, organizing the environment to support company growth and simplify administrative work.
• Created and implemented over 40 group policies to automate workstation setup and enforce security settings; each policy was fully documented with its purpose, implementation steps, linked best practices, and future change recommendations.
• Deployed and maintained a file server to provide users with a central, secure location for storing and sharing data.
• Handled Office 365 administrative duties, including user management, SharePoint, Teams access, and configuration through the Microsoft 365 Admin Center.
• Led the migration from outdated Windows XP machines to Windows 10 virtual machines, improving system security and performance.
• Installed and troubleshot warehouse-wide security camera systems to support physical security and visibility.
• Repaired and supported mobile devices to ensure reliable and secure communication across departments.
• Kept detailed documentation of infrastructure changes, system upgrades, and IT procedures to maintain consistency and support future troubleshooting, or audits.
• Worked independently in a Tier II role, setting priorities and managing tasks without direct supervision, while supporting both users and back-end systems.

IT Assistant (Tier I Support)

Dates: [Aug 2021] – [Aug 2022]

• Helped users with everyday tech problems by reading manuals, running diagnostics, and walking them through basic fixes.
• Documented common issues and solutions to speed up support and reduce repeated troubleshooting efforts.
• Spent free time learning new systems, and improving processes wherever possible.
• I took the initiative to assist the on-site cybersecurity lead during downtime, helping to review access logs, observe security practices, and learn how account permissions and policies were managed.
• Supported basic network troubleshooting tasks, such as identifying connectivity issues, and helping maintain network documentation.
• Asked questions, studied system logs, and read up on industry security standards to build a foundation in cybersecurity and network administration.

Technical Specialist II (Tier II Support)

Dates: [Aug 2022] – [Feb 2023]

• Handled more advanced work, like writing PowerShell scripts, managing Group Policy, and working with the company’s virtual machines.
• Helped with network-related issues, like fixing IP conflicts, checking DNS and DHCP settings, and troubleshooting switch port problems.
• Built a PowerShell script that sets up a user’s local profile with everything they need on first login, significantly speeding up and streamlining the onboarding process.
• Tweaked and cleaned up group policies to ensure security settings were consistent across machines and easier to manage.
• Kept track of changes, updated documentation, and made improvements to systems based on what was actually working in day-to-day use.
• Took care of both regular support tasks and bigger projects independently, with minimal direction required.

• Helped users with everyday IT issues, such as logins, hardware problems, and basic software troubleshooting.
• Set up user accounts, reset passwords, and managed basic permissions through Active Directory.
• I took care of workstation setups, printer issues, and routine equipment checks to keep things running smoothly, without hiccups.
• Worked with radios and tactical communications gear as part of our day-to-day support responsibilities.
• Helped maintain network equipment and ensured that gear was set up and functioning correctly in both office and field environments.
• Logged support requests and escalated anything that required higher-level troubleshooting.
• I wrote down fixes and made notes so that other technicians could follow the same steps if problems arose again.