Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Michael T. Jordan

Avondale Estates,GA

Summary

Results-driven IT Support Specialist with 10+ years of experience delivering technical support, desktop administration, and end-user troubleshooting in enterprise and higher education environments. Proven success in incident resolution, system configuration, and AV/IT hybrid support. Strong expertise in Windows environments, Active Directory, Office 365, ticketing systems, and remote support tools. Adept at working in fast-paced service desk teams, managing ITIL-aligned processes, and driving uptime and user satisfaction.

Support services professional with a thorough understanding of technical support and customer service. Skilled in diagnosing and resolving technical issues quickly while maintaining high standards of quality and reliability. Known for strong team collaboration and adaptability to changing environments, ensuring consistent and reliable service delivery. Support services professional with thorough understanding of technical support and customer service. Skilled in diagnosing and resolving technical issues quickly while maintaining high standards of quality and reliability. Known for strong team collaboration and adaptability to changing environments, ensuring consistent and reliable service delivery.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Support Services Technician III (Contract)

Spelman College
01.2025 - 05.2025
  • Provided Tier 1–2 support for desktops, laptops, AV systems, and enterprise software.
  • Diagnosed infrastructure issues and made recommendations to improve performance.
  • Created technical documentation, trained staff, and supported classroom AV setups.
  • Acted as an escalation point for complex support incidents.
  • Provided ongoing mentoring and guidance to junior technicians as they navigated complex technical challenges in their roles as support staff members.
  • Implemented effective strategies for managing helpdesk ticket queues, leading to increased resolution rates and improved customer feedback scores.
  • Maintained up-to-date knowledge of industry trends and emerging technologies to provide informed recommendations on IT improvements.
  • Streamlined organizational processes by implementing innovative solutions to optimize the use of technology resources.
  • Performed regular system maintenance tasks, ensuring optimal performance and stability for all end users.

2nd Line IT Application Support Engineer

Hiscox IT
03.2024 - 01.2025
  • Provided Tier 2 support for enterprise applications and user environments.
  • Resolved application crashes, performance issues, and network access problems.
  • Supported Active Directory, Cisco, Citrix, and cloud-based technologies integration.
  • Ensured secure backup/recovery procedures and compliance monitoring.
  • Partnered with developers and infrastructure teams to support SaaS tools.
  • Worked closely with developers to provide feedback on application designs based on user requirements.
  • Addressed technical issues and guided end users through resolution.
  • Increased customer satisfaction by providing exceptional support and resolving issues quickly.
  • Supported software integration and implemented maintenance enhancements.
  • Contributed to the successful completion of numerous projects by meeting deadlines and working effectively under pressure.
  • Resolved product design, acquisition and launch concerns to achieve customer's targeted business goals.

IT Support Prof II / Systems Analyst

Georgia Tech Research Institute
07.2021 - 02.2024
  • Led support for desktop imaging and application deployment via SCCM and MDT.
  • Provided Tier 2/3 technical support and executive-level AV services.
  • Managed Salesforce configuration and Azure administrator training.
  • Streamlined IT operations and troubleshooting across multiple systems and departments.
  • Supported compliance with HIPAA, NIST, and internal IT security policies.
  • Enhanced system efficiency by identifying and resolving complex technical issues.
  • Assisted in the development of long-term IT strategies aligned with overarching organizational goals.
  • Provided expert technical support, reducing system downtime and minimizing disruptions to daily operations.
  • Streamlined processes for improved productivity through thorough systems analysis and optimization.

Systems Analyst

TI Fluid Systems
11.2020 - 02.2021
  • Reviewed IT infrastructure and reported optimization strategies to leadership.
  • Supported asset inventory via ServiceNow and mobile device troubleshooting.
  • Enhanced system efficiency by identifying and resolving complex technical issues.
  • Assisted in the development of long-term IT strategies aligned with overarching organizational goals.
  • Managed multiple projects simultaneously, consistently meeting deadlines and budget constraints.
  • Provided expert technical support, reducing system downtime and minimizing disruptions to daily operations.
  • Conducted regular system audits to ensure compliance with security protocols and best practices.
  • Trained new hires on company-specific software tools, ensuring seamless integration into the team's workflow.
  • Initiated process improvement initiatives that led to cost savings while maintaining high-quality output standards.
  • Collaborated with cross-functional teams to develop innovative solutions for business challenges.
  • Evaluated current systems and recommended improvements, ensuring optimal performance levels were maintained.
  • Created detailed documentation for both internal reference and client-facing presentations, improving communication between stakeholders.

Service Desk Lead

Curvature
01.2018 - 05.2020
  • Led support desk operations for Windows 10 upgrade and endpoint transitions.
  • Supported O365, SharePoint, and POS systems (Microsoft, Toast, Square).
  • Delivered Tier 2/3 support for Salesforce and mobile device connectivity.
  • Oversaw vendor relationships and service desk ticket escalations.
  • Mentored junior team members, fostering a collaborative and supportive work environment.
  • Managed vendor relationships, negotiating contracts and service agreements that provided value for the organization while maintaining quality service delivery.
  • Promoted a culture of continuous improvement through regular process evaluations, identifying areas for enhancement or streamlining initiatives.
  • Maintained up-to-date knowledge of industry trends and best practices, applying this expertise to optimize service desk performance.
  • Championed the adoption of ITIL best practices within the organization's service desk functions, aligning processes with industry standards for optimal results.
  • Standardized documentation procedures for improved consistency, accuracy, and ease of access in troubleshooting steps.
  • Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to team members.

Systems Administrator

CryoLife, Inc.
05.2017 - 08.2017
  • Automated deployment routines and improved uptime across 15 Oracle servers.
  • Administered NetBackup, SCCM, MDT, and enhanced server monitoring.
  • Implemented PowerShell scripts for automation and batch tasking.
  • Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
  • Provisioned new software and hardware for use, following established security policies.
  • Maintained a high level of customer satisfaction by providing rapid, accurate responses to inquiries and concerns regarding system performance or functionality.
  • Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
  • Collaborated with the IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to end users.
  • Installed important security and functionality patches to maintain optimal protection against intrusion and system reliability.
  • Worked with users to determine areas of technology in need of improved usability.
  • Completed reports detailing network and systems performance and downtime issues.
  • Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
  • Increased efficiency in the workplace by ensuring seamless integration of new applications into existing systems.

Systems Administrator

Amtrak
02.2016 - 04.2017
  • Managed VMware, Hyper-V, and on-prem Windows server environments.
  • Supported services: RDS, DNS, DHCP, IIS, VPN, SQL Server, LDAP.
  • Planned and deployed infrastructure improvements to reduce outages and improve monitoring.
  • Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
  • Provisioned new software and hardware for use, following established security policies.
  • Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
  • Maintained a high level of customer satisfaction by providing rapid, accurate responses to inquiries and concerns regarding system performance or functionality.
  • Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
  • Managed onboarding and offboarding of employees.
  • Collaborated with the IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to end users.
  • Collaborated with the IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
  • Worked with users to determine areas of technology in need of improved usability.
  • Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.

Desktop Support Engineer

FannieMae
01.2015 - 01.2016
  • Delivered hardware/software troubleshooting for O365, SharePoint, Outlook, and printers.
  • Provided escalation support and issue resolution for Tier 1–2 incidents.
  • Assisted with circuit and connectivity issues across Cisco and Orion networks.
  • Installed new or upgraded hardware and software, and coordinated installation and follow-up with the user to achieve customer satisfaction.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
  • Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
  • Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from off-site locations.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
  • Troubleshot potential problems and eliminate them before issues escalate or cascade.
  • Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
  • Monitored system performance to maintain system integrity.
  • Explained technical information in clear terms to promote better understanding for non-technical users.

Technical Engineer / POS Support

IBM Corporation
01.2006 - 12.2014
  • Delivered remote and on-site POS and desktop support across enterprise environments.
  • Managed device imaging, network troubleshooting, and technical documentation.
  • Supported installations of hubs, switches, and routers; coordinated tech rollout projects.
  • Performed preventive maintenance on network system, maintaining average uptime of 85%.
  • Offered troubleshooting via voice and text chat, maintaining resolution rates of 97%.
  • Performed scheduled service work, installations, testing and repairs.
  • Designed custom solutions tailored to client-specific requirements, exceeding expectations with creative problem-solving techniques.
  • Provided secondary training to personnel struggling with technological tools and systems.
  • Provided exceptional technical support, addressing client concerns and ensuring their needs were met.
  • Implemented quality control measures to ensure the highest level of product integrity and reliability.
  • Improved system performance by troubleshooting and resolving complex technical issues.
  • Identified and corrected system faults to minimize operational system downtime.
  • Enhanced software functionality by designing and implementing new features for customer satisfaction.
  • Trained junior engineers, providing mentorship and guidance to foster their professional growth and development.
  • Monitored ongoing technical compliance with applicable laws and regulations.
  • Established strong working relationships with stakeholders through effective communication and collaboration on shared goals.

Education

Bachelor of Science - Computer Science

Troy University
Troy
01.2022

Skills

  • Operating Systems: Windows 10/11, Windows Server 2016–2019, Linux, macOS, iOS
  • Core Tools: AD, SCCM, M365, VPN, ServiceNow
  • Cloud/Endpoint: Azure AD, Intune, JAMF, Citrix
  • Monitoring/Logs: Splunk, Datadog, Grafana (in progress)
  • Networking: TCP/IP, DNS, DHCP, VPN, VOIP
  • Remote Support: LogMeIn, TeamViewer, ConnectWise, BeyondTrust
  • MDM & Endpoint Management: AirWatch, Citrix Endpoint Management, JAMF
  • AV & Collaboration Tools: Zoom, Webex, Final Cut Pro, Adobe Premiere, AV control systems
  • Scripting & Automation: PowerShell, VBScript, batch scripting
  • Ticketing Systems: ServiceNow, Zendesk, Remedy, Cherwell, Heat
  • Problem resolution
  • Training and mentoring
  • Software installation
  • Network configuration
  • Incident management
  • Vendor coordination
  • Hardware maintenance
  • Asset management
  • Mobile device support
  • System diagnostics
  • Data recovery
  • ITIL framework
  • Remote assistance
  • Customer service
  • Decision-making
  • Remote support
  • Desktop support
  • Ticket management
  • Technical issues analysis
  • Product knowledge
  • Issue troubleshooting
  • Technical troubleshooting
  • Analytical thinking
  • Network diagnostics

Certification

  • ITIL Foundation Certified
  • In Progress: CISSP, Splunk, Elastic, Grafana, Datadog, Exabeam, Azure Sentinel

Timeline

Support Services Technician III (Contract)

Spelman College
01.2025 - 05.2025

2nd Line IT Application Support Engineer

Hiscox IT
03.2024 - 01.2025

IT Support Prof II / Systems Analyst

Georgia Tech Research Institute
07.2021 - 02.2024

Systems Analyst

TI Fluid Systems
11.2020 - 02.2021

Service Desk Lead

Curvature
01.2018 - 05.2020

Systems Administrator

CryoLife, Inc.
05.2017 - 08.2017

Systems Administrator

Amtrak
02.2016 - 04.2017

Desktop Support Engineer

FannieMae
01.2015 - 01.2016

Technical Engineer / POS Support

IBM Corporation
01.2006 - 12.2014

Bachelor of Science - Computer Science

Troy University

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