Leonard Jordan
Silver Spring,MD
Summary
Information Technology (IT) Professional with over 30 years of expertise specializing in customer service relations, testing, database administration, IT compliance, internal audits, and IT training within the Healthcare industry and supporting Federal Government clients. Major accomplishments include: Technical support to a robust Microsoft based network running Windows 10 Outlook and Outlook Process, receive, and transfer technical hardware (i.e. printers, computers, servers, etc.) within and between 70 Kaiser Permanente Medical Centers Update asset management systems to reflect inventory tracking Provide Personal Computer (PC) hardware and software maintenance, troubleshooting computer peripherals, and performing system backups Ability to manage multiple tasks, deadlines, and reporting requirements under pressure.
Overview
26
26
years of professional experience
Work History
Desktop Support Engineer
NTT Data
05.2023 - 09.2024
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Supported EVIP's at the Washington, DC AMGEN site
- Supported an office of 100 users at the Washington, DC site
IT Engineer
Federal Reserve Board(TEKSystems Contract)
06.2022 - 12.2022
- Provided secondary training to personnel struggling with technological tools and systems.
- Executed troubleshooting and server support in both in-person and remote situations.
- Maintained service schedule for software and hardware.
- Performed scheduled service work, installations, testing and repairs.
- Provided technical support in both on-site and telephone consultations.
- Diagnosed malfunctions in Office 365 and Windows, directing support tickets to appropriate personnel for remediation.
Desktop Support Engineer
Emergent BioSolutions
09.2018 - 06.2022
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained support policies and methods of support delivery to provide technically accurate solutions to users.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Walked individuals through basic troubleshooting tasks.
- Documented and updated known fixes in knowledge base for future reference.
Desktop Support Engineer
Department of Justice(Apex Contract)
05.2015 - 08.2018
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
- Delivered technical sales presentations to prospects and presented benefits and value of products.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained support policies and methods of support delivery to provide technically accurate solutions to users.
- Monitored system performance to maintain system integrity.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Monitored systems in operation and quickly troubleshot errors.
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
- Walked individuals through basic troubleshooting tasks.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Documented support interactions for future reference.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
Desktop Support Engineer
Kaiser Permanente
07.1998 - 04.2015
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
- Delivered technical sales presentations to prospects and presented benefits and value of products.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained support policies and methods of support delivery to provide technically accurate solutions to users.
- Monitored system performance to maintain system integrity.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Monitored systems in operation and quickly troubleshot errors.
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
- Walked individuals through basic troubleshooting tasks.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Coordinated with systems partners to finalize designs and confirm requirements.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Documented and updated known fixes in knowledge base for future reference.
- Designed tailored engineering solutions for customers based upon key requirements.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented bug fixes and patch sets for existing web applications.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Documented support interactions for future reference.
Education
No Degree - Business Administration And Management
Delaware State University
Dover, DENo Degree - Business Administration And Management
Bowie State University
Bowie, MDHigh School Diploma -
Largo High School
Upper Marlboro, MD06.1977
Skills
- Application installations
- End-user support
- IT Security Management
- Remote Diagnostics
- Mobile Device Management
- Incident Management
- Asset Management
- Windows Operating System
- Technical support expertise
- Hardware Installation
- Customer Service
- Data Security
- Software Installation
Timeline
Desktop Support Engineer
NTT Data
05.2023 - 09.2024
IT Engineer
Federal Reserve Board(TEKSystems Contract)
06.2022 - 12.2022
Desktop Support Engineer
Emergent BioSolutions
09.2018 - 06.2022
Desktop Support Engineer
Department of Justice(Apex Contract)
05.2015 - 08.2018
Desktop Support Engineer
Kaiser Permanente
07.1998 - 04.2015
No Degree - Business Administration And Management
Delaware State University
No Degree - Business Administration And Management
Bowie State University
High School Diploma -
Largo High School
Similar Profiles
Pankaj NathPankaj Nath
Director - Cloud & Infrastructure Services at NTT DATA Services (Previously NTT/Netmagic)Director - Cloud & Infrastructure Services at NTT DATA Services (Previously NTT/Netmagic)
GAZI MAMOONUR ALAMGAZI MAMOONUR ALAM
SENIOR NETWORK ENGINEER at NTT GLOBAL PVT. LTD(NTT DATA)SENIOR NETWORK ENGINEER at NTT GLOBAL PVT. LTD(NTT DATA)
Yashika SureshbabuYashika Sureshbabu
Service Desk Analyst / Acting Shift Lead at NTT GDC India Private Limited / NTT DataService Desk Analyst / Acting Shift Lead at NTT GDC India Private Limited / NTT Data
Ruchi SharmaRuchi Sharma
QA Specialist Engineering TL at NTT Data (NTT cloud Com.)QA Specialist Engineering TL at NTT Data (NTT cloud Com.)
Yesenia CedillosYesenia Cedillos
Cook at The Seneca of RockvilleCook at The Seneca of Rockville