Jordan Resnick Email and Phone Number

Contractor working at D3 Technologies supporting DoD telecommunications systems.

Project and Field TechnicianCalico Technologies LLC, San Diego, CADecember 2021 – July 2024● Project Management: Led the implementation and Hypercare of technical projects,including standalone servers, Hypervisors (Hyper-V, VMware, Proxmox), and disasterrecovery systems.● Client Onboarding: Managed the onboarding of new clients, integrating them into oursoftware stack and ensuring smooth transitions. Provided comprehensive documentationfor each client’s setup and configurations.● Migrations: Executed migrations for Email platforms (Microsoft Exchange, GoogleWorkspace to SharePoint) and File Servers, ensuring seamless transitions and minimaldowntime.● Systems & Tools:● Networking: Implementation and management of network equipment, includingUniFi and Meraki systems. Proficient in CIDR, Subnets, VLANs, VPNs, Firewalls,and DNS.● VOIP: Built, supported, and/or migration VOIP solutions (FreePBX, 3CX).● Cloud & Security: Onboarded and configured Azure, Intune, and Entra;managed email security solutions.● Ticketing & Documentation: Developed systems for ticket management andclient onboarding, optimizing documentation processes.● Client Coordination: Collaborated with clients, project managers, and infrastructureinstallers to ensure project completion and client satisfaction.

Provide first-in-class End User Support to Verizon Connect as well as Verizon Corp users in their respectiveService Now ticketing instances. Responsibilities include in-person and remote such as phone, chat, andemail.Subject Matter Expert for Verizon Connect ticket queue management and ServiceNow processimprovement for EUS.Responsible for managing vendor onboardings into Verizon Connect for EUS account provisioning, as wellas any other onboarding and terminations in the San Diego office.Primary EUS VZC POC for providing access to the Intacct financial account system.Coordinate with other Verizon support such as security, other IT support departments for escalations andhand-offs & Facilities management.Provide support for PC, MAC. Apple and android devices supported with WorkSpace One/Airwatch.Provision and provide support for citrix virtual machine instances and their specific limitations.Provide EUS technician onboarding and training support for incoming EUS technicians into VZC.Support high-priority projects and migrations in addition to working the support que. Such as SD Inventorymanagement, VZC Network endpoint migration project, and Marketing Team software and networkisolation project.

Managed Service Provider help desk call center support in a high-volume ticket ticket environmentworking 20+ tickets a day, servicing approximately 1200 users.Experience using Auto Task ticket system, IT Glue KB, and Continuum remote administrationUpwards of approximately 20+ calls per day.Mac, PC, server admin, printer, mobile device support via phone and remote.Extensive office 365 support, new users, terminated users, new setups, escalation support, AD usermanagement, application supportProviding support to approximately 12 different organizations with differing environments and specificsupport guidelines.

• Document management software experience in the Legal Industry• High demand white glove customer service Legal environment support. Adept at communicatingtechnical concepts with non-technical users.• Video conferencing support with bridge systems (Polycom) and WebEx clients.• Enterprise Active Directory user and computer management. Includes network user, file and folderpermissions, including in VM environments.• Perform root-cause analysis and resolution. Includes mobile, laptop, and desktop devices, encryption,application & Web portal support, in person, phone, chat, and remote support. Includes printers andperipherals• Remote SCCM software installation, and other application support• ShoreTel VOIP support

• Individual Project Management in a 3,000+ user environment worldwide.• Provide professional and caring advanced technical support to our clients by managing service request queue in a high demand environment• Help to keep our clients’ end users productive by documenting, monitoring, and resolving issues in a timely manner with ServiceNOW.• Work with the Service Desk Coordinator to manage expectations and service levels with clients.• Perform root-cause analysis and resolution.• Handle walk up customers at a high-volume service desk, and answer incoming support calls from users worldwide on a rotational basis.• AirWatch mobile phone support for email and calendar integration on iPhone and android devices.• Extensive Office 2010/2012/365 support on Windows and Mac systems.• Client side SCCM application installations, as well as remote manual installations of requested software.

• Diagnose, coordinate and resolve hardware and Software issues, escalating as necessary. Includes extensive experience creating, and testing system images with a variety of different software with a team of 3 technicians supporting approximately 120 users.• I was responsible for manually creating system images for each type of workstation, for the medical, dental, and administrative departments using freeware such as Macrium, as well as the built-in Windows system image capability with Windows 7.• Experienced in operating in an Active Directory environment, and troubleshooting network related issues with desktops, printers, NEC VOIP phones, as well as issues on the server end.• Responsible for managing VOIP phone user setup. Includes creating and routing extensions, voicemail, and the configuration of the VOIP phone for new workstations.• Responsible for creating, discontinuing, and password management for users in an AD environment. Includes experience in exchange server mailbox access and routing in exchange server 2010, and 2012.• Research and implement new technologies, workstation refreshes, order hardware and software, install systems, and maintain the inventory. Refreshes, relocation.• VMware Impravada Virtual environment with Single Sign On experience• Video and conference support, LogMeIn, AdobeConnect, and Citrix remote access.• Experience managing DHCP on PDC. • Solely responsible for implementing software based encryption on all laptops.• Extensive experience troubleshooting Electronic Medical Record/ RPMS software, as well as the Vista Imaging component.• Ordered, and installed Symantec Secure Site Pro certificate using IIS for the internally hosted Medical and Dental Patient Scheduling and Registration web app.• Experience in Microsoft 2010/2012/365. ServiceNOW.

• Studied Cisco CCNA, Microsoft Server 2008/2012 MCSE, SQL Server • Certifications in CompTIA A+, Network+, Security+, as well as a Microsoft Technology Associate Certification.

• Communication skills that translate into excellent customer service.• Supervised and conducted tactical human intelligence collection operations. Screened human intelligence sources and documented to establish priorities for exploitation, as well as manage team equipment and operations• Member of the Operation Management Team, responsible for the technical setup and maintenance of Collection teams, as well as overseeing the collection activities of teams. • Team Sergeant on a 4 person Intelligence collection team. Led missions, maintained technical equipment. Second to the Team Leader. The Team Leader managed the administration, I made sure things got done. • I was responsible for the collection and dissemination of intelligence information from human sources, as well as the safety of my team in a combat environment in a leadership role. • Secret Security Clearance (expired), DD214 available