SUMMARY:

• Gary Jordan has over sixteen years’ experience of customer support within the Windows environment, supporting various office productivity applications and hardware configurations. He has a strong knowledge of troubleshooting techniques and a desire to satisfy the customers’ needs in a timely fashion.

PROFESSIONAL EXPERIENCE:

Confidential, Vienna VA

Executive Support / Trade Floor Support

• Temporary positions with IT Support for Confidential , the Federal Home Loan Mortgage Corporation, headquartered in Tysons Corner.
• Supported user base of local and remote users based in Tysons Corner, Reston, and New York City. Support for executives and traders.
• Troubleshooting issues and documenting status updates.
• Hardware support for laptop and desktop workstations, component repairs and upgrades.
• Setup, configuration, and support of Windows 7 and Windows 10 involving drivers, permissions, security, program settings, local and network printers. MS Office Suite 2010/2013/2016.
• Setup, configuration, and support of Bloomberg Terminal Software.
• Use of ServiceNow ticketing system.
• Remote support with ConfigMGR Remote Control and Remote Desktop Connection.

Confidential

Support Specialist.

• Temporary position with IT Support for CohnReznick LLP, the tenth largest public accounting firm in the United States.
• Supported user base of 110 local and remote users based in Tysons Corner and Herndon, VA.
• Troubleshooting issues and documenting status updates.
• Setup, configuration, and support of Windows 7 involving drivers, permissions, security, program settings, local and network printers on laptop workstations. MS Office Suite 2010/2013.
• Setup and assistance with A/V Conference equipment
• Use of BMC Track - It ticketing system.
• Remote support using Cisco Jabber.

Confidential, Washington DC

Sr. Helpdesk Technician.

• Help Desk support technician for the Washington Metropolitan Area Transit Authority.
• Troubleshooting issues and documenting status updates
• Support of Windows 7 involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Support for MS Office Suite 2013
• Support for various enterprise software and proprietary applications
• Account management through Active Directory
• Remote support via remote desktop assistance.

Confidential, Vienna, VA

Help Desk Specialist.

• Help Desk support technician for the Confidential .
• Troubleshooting issues and documenting status updates
• Imaging, setup, configuration, and support of Windows 7 involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Support for MS Office Suite 2013
• Support for various enterprise software and proprietary applications
• Account management through Active Directory
• Remote support via remote desktop assistance.

Confidential, Fairfax, VA

Technical Support Analyst

• Starting as a Help Desk support technician for the FDIC DIT division, then promoted to Tier 2 Client Services Support. Transferred to Administrative Offices of the US Courts Client Support project.
• Troubleshooting issues and documenting status updates
• Imaging, setup, configuration, and support of Windows XP/7 involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Support for MS Office Suite 2003/2010
• Support for Lotus Notes email client
• Support for various enterprise software and proprietary applications
• Account management through Active Directory
• Remote support via remote desktop assistance.
• Use of Remedy ticketing system.
• Asset management through Remedy and Sharepoint.

Confidential, Washington DC

Support Technician.

• Contract technician for Windows 7 refresh project located within the US Department of Transportation.
• Interviewing workstation users prior to the backing up of their documents and settings.
• Taking screen shots of users’ files, program settings, and misc. UI settings.
• Data transfer of documents and settings for essential programs and files onto new workstations.
• Cataloging desktop and laptop workstations for backups and migration.
• Configuration of Windows 7 involving drivers, permissions, security, program settings, local and network printers on desktop, laptop, and tablet workstations (Microsoft Office Suite 2010, Adobe CS Suite).

Confidential, Washington DC .

Support Technician

• Contract technician for PC refresh project located within the US Department of Health and Human Services.
• Support of the refresh deployment project, backup of user data and recording user settings on old workstations, transfer of data to newly deployed workstations, configuration of new workstations to users’ satisfaction.
• Troubleshooting issues and documenting status updates.
• Setup, configuration, and support of Windows XP involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Support for MS Office Suite 2003/2007/2010.

Confidential, Washington DC

Support Technician

• Temporary position with Deskside Support for the US Department of the Treasury.
• Support of the refresh deployment project, backup of user data and recording user settings on old workstations, transfer of data to newly deployed workstations, configuration of new workstations to users’ satisfaction.
• Troubleshooting issues and documenting status updates.
• Setup, configuration, and support of Windows XP and Windows 7 involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Support for MS Office Suite 2003/2007.
• Use of Remedy ticketing system.

Confidential, McLean, VA

Lead Support Technician

• Temporary position with FNH USA, a leading firearms manufacturer and supplier for the US Military, Law Enforcement, and commercial sales. Supporting 75 users.
• Troubleshooting issues and documenting status updates.
• Setup, configuration, and support of Windows XP and Windows 7 involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Implementing new strategies for successful malware removal and prevention.
• Support for MS Office Suite 2003/2007, Adobe CS3 Master Suite, Citrix.
• Remote support via remote desktop assistance.
• Setup and support of VPN clients and Remote Desktop for users that work from home.
• Consultation and implementation for new IT strategies and policies relating to end user support and deployment.
• Creation of documentation for user and support staff IT needs.