Sandi Jordan
Jeromesville,United States
Summary
Information Technology (IT) Director with over 20 years experience in managing IT operations and business activities. Responsibilities include troubleshooting, prioritizing, managing a 300,000 dollar budget, and developing solutions that improve the efficiency of IT operations. Proven record of success reducing downtime, improving customer service, writing and implementing internal/external policies and procedures. Chair- Software Coordinating Committee Chair-Administrative PC Refresh Governance Sub Committee Member- Educational Technology Committee Co-workers see me as a hard worker, a person who can meet deadlines along with being able to multi-task and manage several projects at once.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Service Delivery Manager/Desktop Engineer
Westfield Bank
, United States
11.2024 - Current
- SLA's in Easy Vista ticketing system
- Monthly SLA Reports
- Hardware Inventory
- Ewaste Pickup
- Onboarding New Staff Hires
- Group Policies
- SCCM Application, Task Sequences, Applications
- Support Banking Applications and Hardware
- EOL Hardware Replacement
- Active Directory
- 3 years
Desktop Engineer/Analyst Tier 3
Westfield Bank
Seville, United States
04.2023 - 11.2024
- Print Management
- 2 years 4 months
Desktop Engineer/Analyst Tier 3
Seville, United States
08.2022 - 04.2023
- 9 months
Director, Information Technology (IT) User Services
Ashland University
Ashland, Ohio
06.2010 - 12.2021
- Direct and supervise Tier 1, Tier 2 and Tier 3 Help Desk, Client support services and Audio Visual (e.g., install, configure, troubleshoot and maintain a variety of university hardware, software and miscellaneous equipment).
- Managed $350,000 dollar budget - during Covid managed a $800,00 dollar budget along with documenting all purchases and costs to report back to upper management and State of Ohio
- I oversaw the development, testing, implementation, maintenance and support campus hardware and software to include creating and testing new images.
- Work with Vendor’s to get installs, firmware updates, and ongoing issues resolved.
- Focal point for Information Technology customer service both in person and on the phone.
- Work with System Administrators and research groups, managing inventory for computing devices and software; including implementing an inventory management system, surveying and creating inventory information, monitoring the inventory and updating computing devices.
- Monitor evolving technologies, upcoming OS’s, and make strategic recommendations.
- Work with deans and faculty members to upgrade classroom technology including software, hardware, audio visual and classroom configurations.
- Lead Help Desk student workers; mentoring, training, answer questions and troubleshoot issues.
- Manage and coordinate classroom, faculty and staff computer refresh to stay on a 4-year rotation cycle. Manage and purchase all IT related hardware and software along with managing and negotiating software, hardware contracts and quotes. Processed Purchase Orders and prepared invoices for payment.
- Documented all hardware and software installed within Course Dog for scheduling or reserving classrooms and conference rooms.
- 19 years
Assistant Director Client Services and Tech Support Center
12.2008 - 06.2010
- Assistant Director of three departments- Client Support, Technical Support Center and Audio Visual.
- Responsible for 2000 computers and 4 Regional Centers
- Approving all software/hardware purchases. 4 years recycle of fac/staff and classroom/lab computers. Worked with Client Support/Student Workers to migrate 2000 computers from Novell to Active Directory which involved touching each workstation.
- Evaluated and purchased Dell Kace Kbox 1000 and 2000
- Worked with staff in the Office of Information Technology Department to configure the K1000 ticketing system
- Created workflows processes
- Defined critical incidents and the SLA for support
- Created patching schedules fac/staff and classroom/lab computers
- Created scripts for software installations and updates
- Remodeled the Tech Support Center to have 3 walk up windows instead of 2 to better serve our clients
- Created a training plan/schedule with the help of my staff so that all student workers would be trained in all areas of support. This helped with not only the knowledge of the student workers but also with critical support and first call resolution.
- Created Shift Leader positions so the student workers could help manage the Technical Support Center.
- Worked with the Vice President of Information Technology to allow student workers to have access to information that allowed them to actually resolve the client's problem which turned the Technical Support Center into a real Help Desk instead of just a Call Center. This increased our first call resolution and dramatically improved our survey results from the clients.
- The Technical Support Center improvement along with training that was created helped management decide to keep our services in house and not out source to an outside company for afterhours support.
- 1 year 7 months
Lead Client Support Coordinator
07.2005 - 11.2008
- Supervisor of 4 Client Support Technicians
- Responsible for 2000 computers and 6 Regional Centers
- Image with Ghost
- 3 years 5 months
Client Support Specialist
01.2003 - 06.2005
- Responsible for 2000 computers and 6 Regional Centers
- Image with Ghost
- Installation/Troubleshooting Software and Hardware
- Desktop Support
- Software Support
- Imaging/Installing and making recommendations on computer replacements for faculty along with classrooms/labs.
- 2 years 6 months
Lead Systems Network Administrator
FirstMerit Mortgage Corporation
12.1995 - 12.2003
- Responsible for 150 end users, 55 laptops out in the field, 1 Novell network server and one SAA3 gateway server.
- Configured digital printers/copiers to be used for overnight report printing from our Service Bureau in Philadelphia using Host Print. Reviewed computer system capabilities, workflow and scheduling limitations.
- Responded to requests for work stoppages, software problems/questions, installations and programming needs within our front end mortgage system.
- Delivered oral and written presentations for upgrades, system changes and recommendations.
- Identified problems, diagnosed causes and determined corrective actions.
- Prepared in detail documentation for our Systems Policy and Procedures Manual.
- Documented and tested Disaster Recovery at our Corporate Hot Site.
- 8 years 1 month
Skills
- Presentations
- Negotiation
- Interpersonal Skills
- Service level agreements
- Hardware inventory management
- Active Directory
- SCCM administration
- Customer service
- Team leadership
- Budget management
- Process improvement
- Problem solving
- Communication skills
Certification
- Microsoft SCCM/Endpoint Configuration Manager for Beginners
- Novell CNA/CNE
- CompTIA A+
- Dell Technician
- IT Service Desk: Service Management
Awards
Leadership Academy Development, FirstMerit Honors, Westfield Bank Sunsational Award
Timeline
Service Delivery Manager/Desktop Engineer
Westfield Bank
11.2024 - Current
Desktop Engineer/Analyst Tier 3
Westfield Bank
04.2023 - 11.2024
Desktop Engineer/Analyst Tier 3
08.2022 - 04.2023
Director, Information Technology (IT) User Services
Ashland University
06.2010 - 12.2021
Assistant Director Client Services and Tech Support Center
12.2008 - 06.2010
Lead Client Support Coordinator
07.2005 - 11.2008
Client Support Specialist
01.2003 - 06.2005
Lead Systems Network Administrator
FirstMerit Mortgage Corporation
12.1995 - 12.2003
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