Jordan Smalling Email & Phone Number

Charlotte, Nc, Us

Charlotte, Nc, Us

O365 Administration:-Participated in a team responsible for the administration and utilization of various O365 portals, including Teams, SharePoint, Entra ID, Exchange, Compliance, and Defender.-Enhanced O365 portal management through proficient use of PowerShell for performing alterations and administrative tasks.Microsoft Azure:-Conducted administration across multiple tenants.-Managed user access, identities, and groups, alongside Privileged Identity Management (PIM).-Implemented Single Sign-On (SSO) Federation, Multi-Factor Authentication (MFA), and application registrations.Microsoft Intune Administration:-Packaged & wrapped applications for deployment to end users.-Managed the Company Portal to enable self-service capabilities for end users.Patch Management:-Mitigated vulnerabilities by ensuring that over 300 servers and 800 desktops were regularly updated with patches.-Managed the process of rolling back or declining problematic patches for Windows 10 & 11, as well as Windows Server 2012-2019.-Provided weekly reports on patch management success and progress to stakeholders.Active Directory Users and Computers:-Administered domain controllers and DHCP servers within a hybrid environment.-Oversaw the Active Directory environment linked to cloud environments in Azure & AWS via ADFS, Azure directory sync, and AD connectors.Exchange:-Administered Exchange in a hybrid setup, including both cloud-hosted and on-premises mailboxes.-Contributed to a successful initiative for migrating all mailboxes to cloud hosting.-Managed mail flow through SMTP relays using load balancing techniques.Project Management-Part of two person project to overhaul the Off boarding process for employees, this included automating group off-boarding as well as creating a power app for HR business partners to leverage.-Lead on a SharePoint Redesign project which aims to consolidate and streamline access management for the company’s SharePoint.

Charlotte, Nc, Us

Integral part of Autopilot kick off -Provided user experience information -Did extensive testing and reporting of Autopilot process before the replacement of SCCM.Windows 11 Deployment -Spent time Researching different deployment methods for enterprise level deployment. -Decided on Intune and created the current update ring as well as Windows 11 deployment method currently being employed. -Assisted in ensuring that the Intune deployment of Windows 11 meets CIS baselines.Patch Management -Watch over the Automated patch sequence every Sunday night. -Took over the process and implemented some QOL updates to the Process: *Added automated report to help assist with missing new stood up servers from not being apart of patch groups. -Work with teams like DBOps and Analytics to help make the patching process less disruptive to their workflows. -Give a briefing on Tech Touchpoint and take notes from ITops, Infosec, and Insurance division if necessary to make changes. Unified Endpoint Management (UEM) (Endpoint Central) -Upgrade both endpoint and server UEM versions as they release to keep platforms on newest version. - Create Packages in UEM for silent deployment to help lessen time on helpdesk tickets regarding software installs. -Manage (add/remove) applications from the Self-Service portal to put more power in users’ hands for installs. *This entails keeping app versions up to date, (Currently at 25 apps) and always looking to increase. New App Deployment -Package wrapping of new VPN versions for deployment to company -Updating Five9 for Contact Centers for Deployment. -Worked with Both Contact Centers for their new screen capture software’s *Planned deployment *Troubleshooted with vendor to assist with issues that the CC’s were seeing post deployment. -26 apps and counting packaged in UEM

Charlotte, Nc, Us

Project Work (small list)- Was the lead on removal of Oracle Java from the environment initiative. Spent several hours gathering data, planning the automated removal and the deployment of the replacement Java solution.-Contractor Management, as far as auditing their access on a quarterly basis. Reaching out to managers and maintaining a confluence page of current contractors.Service Desk Management:-Managed the server which the Helpdesk system was deployed on, installed updates and patches when they became available.-Maintaining integrations with other apps in the Manage Engine suite for workflows.Azure/O365 Administration:-Managed Users in Azure Active Directory (Licenses, guest accounts, On-Prem sync group membership vs Azure groups).-License management of users, auditing unneeded licenses.-License purchasing (with approval) via Volume Licensing Center. - Extensive experience in the O365 Admin Center (Sharepoint, Exchange , Compliance & Security) -SharePoint site troubleshooting and adminHelpdesk Duties:-Uses advanced troubleshooting to resolve issues and researches and documents alternatives and solutions for team usage-Maintains contact with customers throughout the troubleshooting and ticket resolution process, expresses complex technical concepts in a clear, easy-to-understand manner, and follows up to ensure the issue has been resolved-Consistently exceeds SLAs and is considered a go to resource for technical issues, serving as a 2nd and 3rd tier support.

O'Fallon, Illinois, Us

-Use of ticketing system to solve user issues/service requests remotely via phone, and email as well as going onsite using an IT Dept city vehicle-Experience configuring systems and devices using TCP/IP for network connectivity as well as joining enterprise domain networks through active directory and Azure. -Experience configuring and deploying both Dell, and HP computers from the ground up using a SharePoint based dynamic application deployment system. As well the deployment of many other including POS machines, printers, credit card machines, etc.-Asset management on an enterprise level through Active Directory. Oversee the daily performance of computer systems as well as monitor tickets while in an On-Call Rotation. -An important component to projects throughout the City including but not limited to; the implementation of Microsoft MFA to city employees migrating networking equipment andmigrating groups of users from virtual to physical PCs.-Extensive interaction with department leaders in Human Resources, Public Library, Parks & Rec, Community Development, Utility Billing, Public Works as well as direct contact with the Mayor in order reach city IT goals. -Due to COVID-19 Pandemic I was able to play a crucial role in transitioning city employees to remote work setups through VPN, and VoIP external assignment frameworks.-Great knowledge of a variety of computer hardware, operating systems and browsers, Office 365 products, VoIP telephone systems, mobile devices.

• Possesses exemplary phone etiquette and can communicate with service members of all ranks across the chain of command from the lowest to the highest.Knowledge of military guidance to best help service members of all branches acquire the correct military clothing items to stay within the regulations relating to their branch of service. • Responsible for driving the customer experience through proactive and customer focused actions and behaviors.• Actively evaluates customers’ needs by listening, providing solutions, and making recommendations to maximize customer satisfaction and AAFES brand loyalty. • Actively promote and sell Military Star Cards through opening new accounts.

Adelphi, Maryland, Us

• Responsible for setting-up live streaming equipment prior to live-streaming classes, serving as first-level technical support to immediately respond to and troubleshoot live streaming issues, and securing live streaming equipment at the end of live streaming class meetings. • Ability to adapt to technical support issues which arise from VTC calls, VoIP, and DSN phone lines.• Ability to assist professors in issues that could arise from the use of Microsoft Office 365 as well as older versions of the Microsoft Office Suite Trained professors on the use of Zoom video calling software to help better their classroom experience. • Extensive use of Zoom setting up VTC calls with other satellite UMGC locations in South Korea as well as Japan. • Ability to work with little to no supervision as an administrator to the onsite computer Lab and its peripherals. • Ensure that quality services are provided to all current and prospective students and to be responsive to students and student issues.