Cyber Security
Jordan Davis
Technical Support Specialist
Severn,MD
Summary
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert MS Office 365 and Azure Active Directory user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Primary Technical Support Specialist
American Public Education Inc.
Washington, DC
12.2022 - Current
- Serves as single primary helpdesk technician; supporting about 300 staff members
- Provides high-level technical support by resolving inquiries by ticket system, phone, e-mail and web consistent with department and team service levels and goals
- Disable, copy, modify, and/or delete, as appropriate, network, email, phone, and other accounts, within policy, for employees
- Supports all IT requests; troubleshoot software, update hardware and processes, meeting support, A/V, workstation deployment, new employee set-up, host tech hours, and more
- Maintain documentation; IT FAQ, IT processes, incident reports, and inventory
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement
Technical Support II Intern to Contractor
Exelon
Washington, DC
01.2022 - 12.2022
- Interfaced with end users to resolve moderate problems concerning system functions reported through problem ticket
- Gained valuable experience working within specific industry, applying learned concepts directly into relevant work situations.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Provided technical services in support of project work; worked with project teams to implement defined technical activities, such as distributing new personal computers or developing new software, in accordance with established guidelines and procedures
- Supported documentation maintenance; updated information and changes as directed
- Managed team of 3 to configure 220 PCs in 6 weeks, 40% faster than due date.
Driver
Lyft
Washington, DC
04.2016 - 12.2022
- 5-star driver given over 3k rides
- Provided around 15 passengers daily with information about local areas and points of interest and/or give advice on hotels and restaurants
- Followed all relevant traffic laws and safety regulations.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
Officer to Sergeant
Inter-Con Security Systems
Washington, DC
02.2019 - 04.2021
- Supervised team of 3 officers and gave feedback on performance improvement
- Provided entry and egress control to around 400 people daily to ensure safety of all visitors and staff on site
- Performed hourly roving patrols and drafted incident and operating reports to ensure site is operating accordingly
- Monitored alarms, CCTV, radio channels, and fire detection equipment to ensure safety.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
Barista to Shift Supervisor
Starbucks
Washington, DC
04.2017 - 02.2019
- 3x Employee of the Month
- Trained about 30 new employees
- Assisted with inventory and ordering supplies
- Maintained 100% customer satisfaction.
- Maintained clean and organized workspace for optimal productivity and safety.
Education
Information Technology Training -
Year Up, National Capital Region
Washington, DC 09.2021 - 07.2022
High School Diploma -
National Collegiate Preparatory PCHS
Washington, DC 09.2010 - 05.2014
Skills
Ticket Management
Azure Active Directory
Window's AD
Asset Management
Accurate Documentation
User Training
Networking
Security Protocols
Software Installation
Remote Support
Performance Optimization
Technical Troubleshooting
Awards
- Year Up: Professional of the Week Award, Strive to Learn Award, and more. September 2021
- National Honors Society: Consistent Honor Roll Award June 2014
Volunteer Experience
Jones Nursing Home, Washington, DC, Nursing Aid, 04/01/14, 08/31/14, Bathed, fed, and conducted activities for 4 residents to ensure they were in good health
Certification
CompTIA A+
Interests
Software Engineering
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Primary Technical Support Specialist
American Public Education Inc.
12.2022 - Current
Technical Support II Intern to Contractor
Exelon
01.2022 - 12.2022
Information Technology Training -
Year Up, National Capital Region
09.2021 - 07.2022
Officer to Sergeant
Inter-Con Security Systems
02.2019 - 04.2021
Barista to Shift Supervisor
Starbucks
04.2017 - 02.2019
Driver
Lyft
04.2016 - 12.2022
High School Diploma -
National Collegiate Preparatory PCHS
09.2010 - 05.2014