Thomas Jerdee
Summary
Proficient IT professional specializing in remote support, incident management, and user access control. Experienced in delivering Tier 1 and Tier 2 technical support, resolving complex issues, and collaborating with cross-functional teams to drive user satisfaction and SLA compliance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Santander Bank US
Remote, TX
02.2026 - Current
- Deliver Tier 1 and Tier 2 technical support in a fully remote Windows 11 environment, supporting both onshore and offshore employees and resolving hardware, software, and access-related issues.
- Administer user accounts in Active Directory and Microsoft Entra ID (Azure AD) by performing password resets, account unlocks, re-enablement, and managing security group memberships to ensure seamless user access.
- Troubleshoot authentication issues and maintain user access permissions across enterprise systems to support efficient identity and access management processes.
- Troubleshoot Microsoft 365 applications, including Outlook, Teams, Excel, and SharePoint, ensuring minimal disruption to business operations.
- Provide remote support for VPN connectivity, account access, and network-related issues for domestic and offshore employees.
- Support Citrix environments and Virtual Desktop Infrastructure (VDI) platforms, diagnosing and resolving remote desktop and application access issues.
- Configured Multi-Factor Authentication (MFA) solutions to enhance security protocols.
- Manage 20–30 incidents daily using ServiceNow while documenting troubleshooting procedures and maintaining SLA compliance.
- Support branch personnel with specialized banking equipment, including check scanners, chip-and-PIN terminals, and peripheral devices.
- Collaborate with cross-functional teams to resolve technical and access-related issues, enhancing customer satisfaction through timely support.
Desktop Support Specialist
National General Insurance (An Allstate Company)
Irving, TX
11.2022 - 11.2024
- Delivered high-volume remote and onsite technical support, resolving 500+ tickets per month with minimal downtime while ranking in the top 25% of the team for resolution rates and turnaround speed
- Diagnosed and resolved hardware, software, and access issues remotely using SCCM, Ivanti, BeyondTrust, and other remote support tools, maintaining productivity for company employees
- Managed user accounts, devices, and access controls in Active Directory and System Center Configuration Manager (SCCM) to maintain secure access
- Provided remote support via Microsoft Teams, using clear communication to simplify complex issues and de-escalate high-pressure situations, enhancing user experience
- Imaged, configured, and deployed laptops, desktops, and thin clients for new hires, streamlining onboarding and offboarding processes
- End-of-Life device refresh project; upgraded 300+ aging thin clients, laptops, and desktops, eliminating security vulnerabilities, and ensuring full compliance
- Collaborated with the Identity and Access Management team to verify permissions, configure group policy, and enforce security and compliance policies
Traffic/SRO Records Technician
Plano Police Department
Plano, TX
11.2018 - 11.2022
- Generated weekly/monthly statistical reports using SQL, Access, and Excel (e.g., STEP, crash, DOT, traffic stop, RLC reports) providing actionable insights to police leadership to support operational decision-making
- Coordinated data collection efforts with the crime analysis unit, ensuring comprehensive analysis of crash statistics and improving overall reporting efficiency and accuracy
- Analyzed crash reports for coding accuracy, identifying errors and inconsistencies to ensure reliable data for traffic safety initiatives
- Maintained and updated traffic fatality, RLC, STEP, and DOT databases on Access, ensuring data integrity for accurate reporting
- Safeguarded sensitive information daily to protect individuals' privacy and maintain data security.
- Researched files and incidents using CAD and RMS, providing timely information to support investigations.
- Assembled any documents necessary to complete criminal case files and reports
Education
Bachelor of Arts - Criminology
University of Texas At Dallas
Richardson, TX12-2020
Skills
- Technical support
- Incident management
- Microsoft 365 troubleshooting
- Remote desktop support
- User account management
- Ticketing systems
- IT service management
- Application support
Certification
- CompTIA: A+, Network+, Security+, CySA+, PenTest+
- Microsoft: Azure Fundamentals (AZ-900)
Technical Projects
Home Lab
- Created and assembled a professional workstation utilizing high-end equipment Set up a Kali Linux virtual machine using VirtualBox; conducted Nmap/Wireshark scans
TryHackMe (Security Engineer / SOC Analyst / Penetration Tester)
- Analyzed phishing emails & malicious attachments in a sandbox
- SIEM log monitoring with Splunk and ELK
- Simulated phishing attack & full incident response
- Deployed and tuned IDS rules in Snort
- Researched IOCs from real malware/APT campaigns
- Deployed a honeypot and captured attacker data
- Threat detection methodologies, rule syntax and tools
- Executed vulnerability scanning, privilege escalation, and malware analysis in a virtual environment
Mobile App Development
- Developed functional iOS game using Xcode, showcasing coding, debugging, and problem-solving skills
Timeline
IT Service Desk Analyst
Santander Bank US
02.2026 - Current
Desktop Support Specialist
National General Insurance (An Allstate Company)
11.2022 - 11.2024
Traffic/SRO Records Technician
Plano Police Department
11.2018 - 11.2022
Bachelor of Arts - Criminology
University of Texas At Dallas