Ordain Ford

• Seminole Hard Rock, Davie, FL | January 2024 - Present

- Manage Active Directory to handle user permissions, security group settings, and account configurations for over 200 employees, ensuring compliance with company security policies.
Utilize PowerShell to automate repetitive tasks, such as account management, improving operational efficiency. Configure and monitor VPNs, ensuring secure remote access for users, and maintaining uninterrupted service with 99.9% uptime.
- Monitor cybersecurity alerts using ServiceNow and escalate high-priority incidents, reducing security response times by 20%.
- Implement Microsoft Office 365 administration, handling user accounts, mailbox configurations, and security policies across the organization.
-Image, deploy, and configure workstations, cutting deployment time by 30% through automation using CMD scripting and deployment tools.

• Facilitate training sessions for new employees on operational procedures and systems.

• Managed and secured confidential information
• Developed and implemented security strategies to protect account privacy
• Supported customers with password resets and account customization.
• Resolved technical issues with software, hardware and peripherals.
• Opened service tickets for clients, documenting user information and description of problem.
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
• Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Devised incisive workarounds and resolutions for IT-related problems.

• Handled inbound/outbound calls.
• Established strong connections with local roadside assistance companies.
• Managed over 60 calls per day while maintaining high-quality assurance scores.
• Educated customers about billing, payment processing and support policies and procedures.
• Tracked customer service cases and updated service software with customer information.
• Negotiated with local providers in order to set up services with decent price.
• Trained staff on operating procedures and company services.