JORDAN SUND
Howell
Summary
Dynamic technical support professional with extensive experience in troubleshooting, diagnosing, and resolving complex hardware and software issues. Proven track record of fostering team collaboration and achieving results while ensuring reliability and adapting to evolving challenges. Exceptional skills in customer service, communication, and problem-solving facilitate effective management of multiple tasks in fast-paced environments. Committed to delivering high-quality support with a proactive approach and strong technical acumen, enhancing user satisfaction and operational efficiency.
Overview
6
6
years of professional experience
Work History
IT Help Desk Support Analyst
Alliance Catholic Credit Union
Farmington Hills, Michigan
03.2026 - 05.2026
- Managed user tickets in Freshdesk, resolving online banking issues and fulfilling access requests efficiently.
- Provided end-user support across all credit union branches, enhancing operational efficiency.
- Troubleshot software and hardware issues, ensuring prompt resolution for enhanced user experience.
- Utilized Automox for device patching, software updates, and deployment of new applications.
- Built fresh Windows 11 images using Microsoft Deployment Toolkit for standardized installations.
- Collaborated with Microsoft Entra and Intune for device registration.
IT Technician
Pace Industries
Novi, MI
12.2024 - 01.2026
- Executed software remediation projects, enhancing system performance and strengthening security measures.
- Installed cybersecurity tools, including Blumira and Trend, to bolster network defenses.
- As an IT Technician, I provide end-user support, troubleshoot hardware and software issues, and maintain reliable day-to-day IT operations.
- Executed enterprise-wide Windows 10 to Windows 11 migrations across multiple facilities, improving security and ensuring system consistency and performance.
- Provided on-site and remote technical assistance via TightVNC and Microsoft Teams, minimizing disruptions and enhancing user productivity.
- Provisioned and managed Windows and iOS devices through Microsoft Intune, ensuring compliance and bolstering endpoint security.
- Maintained Active Directory user accounts, access permissions, OU assignments, and licensing to ensure secure and efficient identity management.
- Deployed and configured operating systems and engineering applications, supporting seamless design operations and production continuity.
IT Intern
Pratt Miller
New Hudson, MI
05.2023 - 08.2024
- Provided technical assistance to end users, troubleshooting hardware and software issues while maintaining systems for reliable IT operations.
- Deployed and supported Windows, Ubuntu, and enterprise CAD/security applications, ensuring reliable system performance and uninterrupted engineering workflows.
- Delivered on-site and remote IT assistance, resolving hardware, software, and network issues to enhance operational continuity.
- Managed Active Directory users, domain devices, and MFA configurations to strengthen security and streamline access management.
- Conducted backups, restorations, and temporary admin access via Druva and CyberArk, protecting critical data and ensuring business continuity.
IT Intern
SoarTech
Ann Arbor, MI
07.2022 - 09.2022
- Deployed OS updates and security tools across 100+ systems, enhancing system protection and reducing security vulnerabilities.
- Assisted with troubleshooting hardware and software issues, supporting end users and maintaining IT systems and networks.
- Provided cross-department technical support, resolving hardware and software issues to increase operational efficiency.
- Contributed to IT projects and daily operations, improving team workflow and enhancing system reliability.
- Maintained IP address and network documentation, enabling timely task completion and reliable system tracking.
Computer Technician
Dan's PC Solutions
Howell, MI
05.2020 - 07.2022
- As a Computer Technician, I diagnosed, repaired, and maintained computer systems and networks, ensuring optimal performance and reliable technology support for end users.
- Troubleshot and resolved hardware and software problems, reducing system errors and improving overall technology reliability.
- Executed OS installations, upgrades, BIOS setups, and data transfers, facilitating seamless updates and uninterrupted user access.
- Set up and repaired computer hardware and peripherals, ensuring reliable system performance and minimizing downtime.
- Assisted with resolving network and system issues, improving connectivity and supporting departmental efficiency.
- Managed inventory and asset records, supporting efficient equipment tracking and reducing replacement costs.
Education
Bachelor of Arts - Information Assurance & Cyber Defense
Eastern Michigan University
Ypsilanti, United States04-2025
Associate in Arts - Cybersecurity
Washtenaw Community College
Ann Arbor, United States05-2023
Skills
- End-user support
- Troubleshooting hardware
- Software troubleshooting
- Remote support
- On-site technical support
- Customer service
- Customer support
- IT support ticketing systems
- NX
- ServiceNow
- Freshworks
- Performing backups
- Restores using Druva
- Hardware installation
- Repair
- Maintenance
- OS upgrades
- Configuring operating systems
- Windows
- Ubuntu
- Device management
- Device optimization
- BIOS configuration
- Managing Active Directory accounts
- Group policies
- MFA management
- Cross-department collaboration
- Team coordination
- Network management
- IP documentation
- Deploying and supporting VPN
- Security solutions
- Migration processes
- System patching
- Technical documentation
- Remote assistance
- Engineering software support
- SolidWorks
- Ticket management
- Network troubleshooting
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Accomplished a Microsoft intune SID project for device registration
- Remediated old computers with windows 10 to windows 11 on multiple plant locations
- Created a powershell script to remove unsupported drivers on user machines
Languages
English, Advanced
Timeline
IT Help Desk Support Analyst
Alliance Catholic Credit Union
03.2026 - 05.2026
IT Technician
Pace Industries
12.2024 - 01.2026
IT Intern
Pratt Miller
05.2023 - 08.2024
IT Intern
SoarTech
07.2022 - 09.2022
Computer Technician
Dan's PC Solutions
05.2020 - 07.2022
Associate in Arts - Cybersecurity
Washtenaw Community College
Bachelor of Arts - Information Assurance & Cyber Defense
Eastern Michigan University
Core Proficiencies
- Hardware installation, repair, and maintenance
- Performing OS upgrades, BIOS configuration
- Customer service and end-user support excellence
- Troubleshooting hardware and software issues
- Optimizing device upgrade and migration processes
- Providing remote and on-site technical support
- Managing Active Directory accounts and group policies
- Managing Multi-Factor Authentication solutions
- Cross-department collaboration and team coordination
- Configuring operating systems (Windows, Ubuntu)
- Creating and maintaining network and IP documentation
- Deploying and supporting VPN and security solutions
- Performing backups and restores using Druva and CyberArk
- Administering Microsoft entra, Microsoft Intune and device enrollment
- IT support ticketing systems (KACE, ServiceNow, FreshDesk and Freshworks)
- Installing and supporting engineering software (NX, SolidWorks, Catia, )
- Active Directory password reset and account unlock, OU group assigning