JORDAN JACKSON
Austin
Summary
Competent [Desired Position] with strong background in IT management, leading teams and projects to successful completion. Demonstrated ability to implement strategic initiatives and optimize operational efficiency. Proven skills in leadership and technical problem-solving.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior IT Services Manager
uShip
Austin, Texas
04.2019 - 11.2024
- Regularly engage with Executive Leadership on corporate imperatives and report KPI’s
- Collaborate with cross-functional leaders across the organization driving alignment and soliciting feedback
- Hired and manage a team of 3 members covering systems/network infrastructure and service desk with a high retention rate
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Mentored team members to achieve career professional development milestones
- Directed daily operations of the IT department, providing support for a hybrid workforce and main office
- Set initiatives, goals and roadmaps for IT Department
- Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail
- Key contributor in management and upkeep of $3MM Engineering budget
- Manage contract negotiations for new tools, hardware and renewals
- Maintain business relationships with partners and vendors
- Orchestrated and executed successful office and datacenter move to new office location
- Modernized and implemented systems and network infrastructure
- Zscaler zero-trust solution for hybrid workforce
- AWS cloud migrations and connectivity
- Infrastructure as Code management and conversions (Terraform)
- On-prem datacenter VMWare environment upgraded to latest version (8.0.3)
- Responsible for IT security and governance policies (SentinelOne, Okta SSO, Cisco Meraki, AWS)
- Oversee cybersecurity initiatives and employee training (KnowBe4)
- Hybrid role covering managerial responsibilities and systems/network administrator tasks
Cloud Engineer / Senior Network Administrator
uShip
Austin, Texas
10.2017 - 04.2019
- Provide senior leadership, mentorship and career development to IT Service Desk staff
- Collaborate with management on individual and team KPI’s
- Collaborate with all internal departments on IT needs, concerns and initiatives
- Maintain relationship with SHI for vendor and support contracts
- Manage Cisco contracts for networking equipment and support
- Implementation and maintenance of corporate teleconferencing solution using Zoom
- Implementation of Talkdesk including network and SIP conference phone configurations
- Hybrid role executing and aligning IT and Cloud Engineering objectives
- Manage and maintain corporate network
- Cisco firewalls and switch stacks at office and production colocation
- Site-to-Site VPN tunnels to AWS, enterprise remote VPN
- Internal WIFI network using Cisco Meraki
- Manage and maintain internal systems
- VMWare/vCenter host servers and virtual machines for internal and production servers
- Nimble SAN’s and NAS storage at office and production colocation
- Active Directory, DNS, DHCP, Office365/Exchange, Linux, NGINX/HAProxy, Cloudflare, MFA, OKTA, Google Suite, SFTP, Veeam Backup, Zendesk, Slack, JIRA/Confluence, Nagios, A/V
- Cloud Engineering team member
- Provide systems and network insight on Cloud Engineering design decisions
- Design and implementation of VPC infrastructure and network
- Terraform coding for automated infrastructure deploy
- Tier 3 Helpdesk support escalation
Senior Systems Administrator
KingsIsle Entertainment
Austin, Texas
07.2016 - 10.2017
- Design/management of data center and environment including virtualization, devices, network, servers, server applications and endpoint workstations
- Windows Server 2012R2/2008R2 multi-site AD environment including DHCP, DNS, DFS and group policies; SQL Server 2012/2008R2, Linux (RHEL, CentOS), Apache Tomcat, MySQL
- Designed and implemented VMWare 6.0u2 clustered HA/DRS environment including 10Gb iSCSI Enterprise Compellent SAN (100TB SSD/HDD) and 10Gb Dell SFP+ dedicated switches
- Managed multiple additional NAS NFS datastores (QNAP, FreeNAS)
- Sites in Austin (Main Office and Colocation Data Center), Dallas (Corporate Headquarters) and Virginia (Data Center)
- Responsibility of network including Cisco ASA 5525 firewalls with paired failover; ACL’s, NAT, DMZ’s, Site-to-site VPN’s, Client VPN (Cisco AnyConnect)
- Cisco 3850/3750/3650 switches, Dell switches, Cisco layer 3 switch with inter-vlan routing
- Managed game build environment consisting of Linux central control server with Linux, Windows and Mac build agent servers
- Managed Linux based applications such as Confluence, Jira and game build system developed in-house; Apache Tomcat / MySQL web servers; AD authentication on Linux via LDAP; Linux Clonezilla server for workstation imaging
- Managed internal Linux XMPP instant messaging server using Pidgin clients
- Worked with web team to facilitate automation of VM’s using VMWare, Jenkins and Salt
- WSUS server pushing scheduled updates to servers and endpoint user workstations (Win10)
- Administer Barracuda Cudatel VoIP phone system with Cisco endpoint phones
- Manage Symantec Backup Exec backup environment including Dell TL4000 tape library and SafeSite off-site storage; Coordinating migration to Veeam Backup and Replication
- Office365 email administration and Skype for Business with AD LDAP synchronization
- Manage Symantec Endpoint Protection A/V server
- Configure/manage monitoring including Nagios, SolarWinds and Dell OME/OMSA/iDRAC
- Manage APC rack UPS’s utilizing PowerChute
- Tier 3 support escalation level; Spiceworks ticket system
Systems Engineer
Travis County Clerk
Austin, Texas
03.2013 - 07.2016
- Full design/management of data center and environment including virtualization, devices, servers, server applications and endpoint workstations
- Windows Server 2012/2008R2/2003 AD environment including DHCP, DNS and group policies; System Center Suite: SCVMM, SCCM, SCOM; SQL Server 2012/2008R2/2005, Oracle 10g/11g, Linux (CentOS, SuSE and Ubuntu), Apache Tomcat, MySQL, Glassfish, Novell
- Designed/implemented VMWare 6.0 and Hyper-V 2012 clustered virtual environment running 50+ virtual servers; orchestrated and executed P2V conversion of production systems/servers
- Designed scheme for 10Gb iSCSI storage network; Migrated 8Gb Fiber Channel EMC SAN to 10Gb iSCSI Compellent SAN (80TB); Configured Dell PowerConnect 10Gb iSCSI switches
- Microsoft AD schema upgrade from 2003 to 2012R2 including FSMO role migrations
- Completed projects requiring complex inter-domain communication and connectivity
- Managed cloud servers running internet facing services including multiple websites/webapps, SmarterMail Email server and FTP server; Web server, database and file system; DNS and SSL
- Implemented/managed NCP VPN configuration (IPSEC, RADIUS, HA); hundreds of concurrent connections spread all over Travis County; critical uptime during Elections
- Involved in infrastructure design for OnBase Enterprise DMS project
- Managed Anthem systems and storage that includes millions of documents and images
- Designed systems for automated remote imaging of hundreds of devices using WDS and SCCM
- Designed backup/DR environment using Veeam and off-site tape storage
- Managed Kaspersky Server Anti-Virus/Endpoint Protection; Kaspersky Administrative Center
- Environment monitoring including Nagios and SCOM (SNMP)
- Python and batch scripting for various automation
- Implemented Dell KACE system for Service Desk and workstation patching
- Eradicated remaining Novell systems and completed migration to Microsoft AD
- Tripplite UPS three-phase power configuration and battery backup for data center
- Tier 3 support escalation level
Systems Manager / Administrator
Boon-Chapman
Austin, Texas
09.2009 - 03.2013
- Systems Manager
- Manager over two Helpdesk employees
- Provided direction for systems design and Helpdesk operations
- Systems Administrator
- HP ProLiant/Dell PowerEdge Servers and Hosts, RAID 1/5/10/50/60, APC UPS
- Microsoft Windows Server 2008(R2)/03/00 Active Directory environment
- VMWare - 100+ virtual machines, snapshots and backups (Veeam Backup)
- Linux/Unix - Ubuntu, CentOS, RedHat, QEMU/KVM Virtualization; Python, PHP and shell scripting
- Exchange Server 2010/03 including ActiveSync (Android/iPhone)and BES; Microsoft SQL Server 2008/05; Microsoft Forefront TMG 2010; Microsoft Sharepoint 2010/07; IIS 7/7.5; Apache 2.2; Microsoft Windows 7/Vista/XP/2k; Microsoft Office 2010/07
- Website development and administration (HTML/CSS/Javascript/XML/XSLT)
- Network Administrator
- Manage network devices - routers, wireless routers, switches, firewalls, and load balancers (Cisco, HP, Barracuda) – LAN, WAN, DMZ
- Manage network security – firewalls (Cisco ASA), proxies (MS TMG), hardening devices, IDS/IPS (Snort), syslog
- Network/Systems monitoring – WMI, Nagios, Cacti
- TCP/IP, DHCP, DNS, SNMP, FTP, SFTP, SSH, LDAP, VPN, SSL, Cisco IOS, Spanning Tree, VLAN, ARP, VTP
- Phone Administrator
- Inter-tel/Mitel 5000 phone server / PBX including IP and digital endpoints, complex routing and messaging, voicemail, call recording and in-depth reporting
- Fax servers – incoming fax routing and automated IVR faxback system
Desktop Support Technician
Technisource
Austin, Texas
06.2009 - 09.2009
- Setup and support in migration of e-mail, network drive, printer and server mappings
- Provided hardware and software support to clients in a Windows/Citrix environment
- Performed large scale desktop configuration and migration to a new building site
Systems Analyst
Texas Legislative Council, Information Systems Division
Austin, Texas
07.2007 - 07.2008
- Network configuration and troubleshooting from physical level to client-side implementation
- Worked personally with Capitol employees, diagnosing and creating solutions for network and hardware problems in the field
- General hardware maintenance and troubleshooting of Windows PCs, printers and devices
- Configuration of thousands of PCs and printers for deployment in the field
- Member of deploy team performing installation and setup in the field
Education
B.A. - History, Computer Science, Business
The University of Texas At Austin
Austin08.2008
High School -
Comfort High School
05.2002
Skills
- IT service management
- IT risk management
- Technical leadership
- Cybersecurity best practices
- Cloud/Systems/Network architecture
- Application support
- Cross-functional team leadership
- Project lifecycle management
Certification
- Linux LPIC-1, 06/01/19
- AWS Solutions Architect Associate, 12/01/18
- CCDA, 07/01/18
- CCNA Wireless, 07/01/18
- CCNA Security, 07/01/18
- CCNA, CCENT, 07/01/18
- CompTIA A+, 05/01/01
Timeline
Senior IT Services Manager
uShip
04.2019 - 11.2024
Cloud Engineer / Senior Network Administrator
uShip
10.2017 - 04.2019
Senior Systems Administrator
KingsIsle Entertainment
07.2016 - 10.2017
Systems Engineer
Travis County Clerk
03.2013 - 07.2016
Systems Manager / Administrator
Boon-Chapman
09.2009 - 03.2013
Desktop Support Technician
Technisource
06.2009 - 09.2009
Systems Analyst
Texas Legislative Council, Information Systems Division
07.2007 - 07.2008
High School -
Comfort High School
B.A. - History, Computer Science, Business
The University of Texas At Austin