Jordan Ellis
Dover,DE
Summary
Experienced IT Specialist with a strong background in delivering comprehensive IT support across SaaS, Retail Trade, and Engineering sectors. Known as the first line of contact, I provide client-focused solutions, ensuring seamless operations for end users. Proficient in installing, maintaining, and troubleshooting Ubuntu, Windows, and macOS systems, I excel in managing diverse IT environments and supporting a broad array of applications and equipment. Skilled in server and network monitoring, ticket portal management, and administration of Azure, Google, and local servers, I bring a proactive, communicative approach to problem-solving. My dedication to system reliability and availability consistently drives productivity and operational efficiency across teams.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Helpdesk Specialist
Nexius
Pinedale, Wyoming, Remote
11.2021 - Current
- Installed, configured, and updated hardware and software across the organization, assisting with the deployment of applications and equipment for new and existing employees.
- Installed and troubleshooting Windows, Linux, and macOS systems to ensure optimal performance and system health.
- Administered Microsoft 365 suite, including Exchange Online, SharePoint, Teams, and OneDrive. Focused on user account setup, license management, and access permissions.
- Created training materials and trained users on proper hardware and software usage.
- Ensured SLA compliance and timely resolutions via Salesforce and SysAid portals.
- Administered multi-factor authentication tools like Duo and Microsoft Authenticator, and oversaw migration to Microsoft Authenticator from Duo.
- Worked in collaboration with InfoSec to address vulnerabilities and tracked incidents through Defender 365 and KnowBe4.
- Configured and troubleshooted VPNs using FortiGate and Cisco AnyConnect.
- Presented in Weekly Operations Review meetings, alongside the team lead and team members, to discuss pending issues, explore solutions, and identify strategies to expedite resolutions.
- Effective communication between IT and non-technical users, communicating technical information clearly, and facilitating smooth issue resolution.
IT & Network Support Technician
Tech Vortex Solutions
Remote
05.2020 - 10.2021
- Manage and support network operations using Cisco Meraki for centralized connectivity across 100+ stores and internal networking.
- Provided comprehensive support for Globaltil POS software, ensuring smooth operation and resolving any issues promptly to minimize downtime.
- Utilized Datto RMM to monitor, troubleshoot, and maintain POS systems and peripheral devices, proactively addressing potential issues to ensure continuous and reliable functionality.
- Facilitating secure remote access to store computers and tablets through TeamViewer for standardized and efficient troubleshooting.
- Providing technical support for kiosk systems and working with vendors to address issues promptly.
- Supporting store personnel in Dayforce usage for attendance tracking and scheduling.
- Administering Google Workspace and Slack platform for communications.
- Managing OKTA for secure, multi-factor authentication.
- Overseeing store alarming and safety systems to ensure security at all locations.
- Managing store surveillance systems, troubleshooting, or escalating camera issues to vendors when necessary.
- Creating and maintaining Standard Operating Procedures (SOPs) to streamline IT operations and enhance process documentation.
- Utilizing ServiceNow as a ticketing portal for efficient tracking, prioritization, and resolution of IT incidents and service requests.
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
03-2018
Skills
- Windows, Linux, and macOS environments
- Remote Technical Support, Hardware-software troubleshooting
- Salesforce, Sysaid, Gogenuity, Jira, Datto RMM
- Azure AD, SharePoint, Intune, Office Exchange, Defender 365, and Windows Defender
- Gsuite, Slack, Asset Sonar and EZOffice
- POS, Pinpad, Kiosk, Handheld devices, Laserjets and thermal printers
- DNS, DHCP, failover, Load balancer, VPN, VLAN troubleshooting network connectivity issues
- Virtualization Technologies, VMware, and Hyper-V
- Documentation & SOPs: Reading, Writing, Training
- IT Asset Deployment & Maintenance: Experience in deploying, maintaining, and tracking IT assets
- Wireless connectivity, Ruckus, Ubiquiti using heat map
- Ability to communicate at all levels
Certification
- System Administration and IT Infrastructure Services: Google
- Azure Administrator Associate
- Fortinet: NSE1 , NSE2
Timeline
IT Helpdesk Specialist
Nexius
11.2021 - Current
IT & Network Support Technician
Tech Vortex Solutions
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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