11413 Laurelwalk Dr

Laurel MD, 20708

Mobile: 240-644-4709

Jordan.A.Bell@gmail.com

Jordan Anthony Bell

Software Expertise:

Remote Access Software: Cisco VPN, VPN Dialer, pcAnywhere, WebEx, MSTSC/RDP, join.me

Microsoft: Active Directory/Quest ActiveRoles, Windows Server 2003/2008/2012, Windows OS 95/XP/Vista/Win 7/Win 8/Win 10, Word 2003/2007/2010/2013, Excel 2003/201 0/2013, PowerPoint 2003/2010/2013, Outlook 2003/2010/2013/365, Access 2003

Security: Symantec Endpoint Protection, Sophos, PGP, RSA SecurID, RSA Tokens, Websense, Bluecoat

IP Phone Management: Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Mitel

Visualization: VMware vCOPS/vSphere/vCenter/VDP, Citrix/XenApp

Ticketing: CRM 9.0, Altiris, ServiceNow, HelpDesk

Document Management: Adobe Acrobat, Nuance PDF Converter v8/9, iScrub, Sharepoint, iManage Desksite, Track Changes, DeltaView, Litera Change-Pro

Video Conferencing Software: WebEx, Skype for Business, Lifesize Cloud, Polycom, Adobe Connect

Infrastructure Administration: Nagios, Solar Winds Orion, SCOM 2012, ScriptLogic, Cisco Prime, NetMRI/InfoBlox, Redhat Satellite, NetQOS, Geist, Citrix Director

Firewalls: Dell SonicWALL, Untangle

Storage: HPE ESXi, EMC VNX

Additional Software: Oracle PeopleSoft Enterprise 9.1, Norton Ghost, Novell GroupWise, iCampus360°, EAS, Symantec Management Agent

Hardware Expertise:

Data Storage: Quantum i6000/i500, HPE ESXi, EMC VNX

Mobile Technology: iPad, iPhone, iPod, iTouch, Android, Blackberry

Networking: Cisco Routers/Switches/WLCs, ShoreTel Switches, HP ProCurve

VoIP Devices: Cisco IP, Mitel, ShoreTel, Polycom

Printers/Scanners: Canon/Dell/Ricoh/HP/Xerox

Firewalls: Dell SonicWALL

Experience:

April 2016-Current Linowes & Blocher Bethesda, MD

User Support Specialist

Support/monitor/troubleshoot the entire physical/network infrastructure of our VDI environment using VMware Horizon View/vSphere/vCenter

Troubleshoot/Packet capture Dell SonicWALL and assess ACL issues, 802.1p Tagging on HP ProCurve using putty, monitoring Untangle for VIP users

Hastily resolve Tier 2 user issues including HP printer/copier/document management/iManage/VDI issues Monitoring/Troubleshooting/Upgrading EMC VNX data-stores Monitoring/Troubleshooting/Coordinating upgrades HPE 3PAR InServ/StoreServ 7020cMonitoring user Roaming

Profiles, Active Directory OU permissions, assigning Exchange permissions using PowerShell Troubleshooting Polycom HDX/QDX transmission issues

July 2015-April 2016 World Wildlife Fund 24th Street, Washington DC

Desktop Configuration Sp ecialist

Coordinate with users to facilitate successful meeting setup and execution using VC software/hardware(WebEx, Skype for Business, Lifesize Cloud, Polycom, Logitech

Perform complete desktop/laptop hardware setup for new users using Active Directory and Symantec Management Agent for imaging/updates, this includes setup/configuration of Mitel VoIP phones

Software updates/troubleshooting of AV system racks, and coordinating with venders to resolve issues/order equipment, for over 20 conference rooms

Setup of T-Mobile accounts and configuration of iPhone 5s for mobile users Train users to use VC software/hardware and how to utilize conference room built-in microphone/speaker system Troubleshooting Citrix user/server issues using the Citrix Director and access servers directly

July 2014-July 2015 Medimmune/Astrazeneca Gaithersburg, MD

Tier 2 NOC Engineer

Monitor, maintain, and manage the IT infrastructure, tools, and systems, ensuring SLA targets are achieved using Nagios, Orion, SCOM, Geist, RedHat Satellite

Facilitate detailed tracking and detailed documentation of work using ServiceNow, ensuring incidents are identified at an early stage, resolved or escalated before impacting end users and coordinating a successful resolution

Coordinate with First Federal/Quantum on the management/maintenance of i6000/i500 Backup/Storage tape libraries Configuring/Assigning IP address to ports/devices on the network using NetMRI,/InfoBlox Tasked with managing the setup/maintenance of CISCO Voice/IP Phone Communications using Unity/CUCM and

updating user profiles using ActiveRoles Monitoring/troubleshooting wireless infrastructure using Cisco Prime

Additional duties and responsibilities including, but not limited to:Exchange/BMS Server monitoring, NIX/Open Systems Support, Patch Management (NIX/Open Systems and Windows Environments), WinTel Management using VMware/vSphere (Decommissions, Storage, etc.), FTP Support Cloud Support, Sensitive Item Storage

May 2011-July 2014 Hogan Lovells Law Firm Washington, DC

Help Desk Technician

Identify and troubleshoot network/application issues and coordinate with Network/Application Engineers to resolve efficiently and precisely following escalation procedures using Altiris ticketing software

Setup, troubleshoot, and confirm Remote Access for users using RSA SecurID/RSA Tokens, Cisco VPN, VPN Dialer, and Citrix/XenApp

Mentor new employees on escalation process and supervise issue resolution on evening shift Troubleshoot and resolve any user software issues including but not limited to: Windows 7/XP, Outlook 2010, iScrub,

EAS, Word 2003/2010, Litera Change-Pro, DeltaView, Track Changes, Excel 2003/2010, PowerPoint 2003/2010, iManage Desksite, Access 2003, Adobe Acrobat, and Nuance PDF Converter Enterprise v8

Troubleshoot, resolve, and configure any user hardware issues including but not limited to: iPads, iPhones, iPods, Blackberry, Android, HP/Xerox printers, and HP/Dell laptops/desktops

Worked as a coordinated team for company-wide roll-out of system upgrade from Windows XP to Windows 7 for entire national environment

Setup, troubleshoot, and confirm users ability to navigate seamlessly through security software including but not limited to Symantec Endpoint Protection, Sophos, PGP, Websense, and Bluecoat

Monitor and troubleshoot users access to Network resources using ScriptLogic, pcAnywhere, WebEX, and Active Directory

March 2011 – May 2011 Strayer University Herndon, Virginia

Senior Help Desk Analyst: Moved from Tier 1 to Tier 2 support.

Provide customer support for over 70,000 students enrolled at Strayer Use Remote Desktop to access Active Directory for hard password resets. Navigate Oracle PeopleSoft Enterprise and ICampus 360 to troubleshoot unique student/faculty issues. Accurately documenting student issues using CRM Ticketing Software.