Jordan Reyes IT Support Specialist
Phoenix, AZ • jordan.reyes@gmail.com • +1 602-555-0188
Profile Summary
- IT Support Specialist with 6 years of experience supporting enterprise end-user computing environments across e-commerce, web hosting, and corporate IT, specializing in endpoint deployment, identity lifecycle, and white-glove user support.
- Solid technical background across ticketing (ServiceNow, Jira Service Management), endpoint management (Microsoft Intune, Windows Autopilot), identity (Active Directory, Entra ID), productivity suites (Microsoft 365), remote support (BeyondTrust (Bomgar)), and scripting (PowerShell, Bash) with strong fundamentals in ITIL service-management practice, ticket triage discipline, and audit-ready documentation.
- Deep practice in first-touch resolution, least-privilege account hygiene, zero-touch endpoint deployment, and white-glove executive support, leveraging methodologies such as ITIL incident and request workflows and knowledge-centered service to drive responsive, well-documented, and end-user-loved IT support.
- Engaged collaborator working cross-functionally with Sysadmin, Security, HR, and Facilities teams in ITIL-aligned service-desk operations, contributing to onboarding waves, hardware refresh cycles, and post-incident retrospectives with a user-first, ownership-first mindset.
- Emerging leader who shares technical excellence and fosters a culture of customer-obsessed service and runbook discipline through KB authoring and shadow-and-handoff coaching, while leading tier-1 mentorship sessions and authoring widely adopted onboarding and offboarding playbooks.
Technical Skills
- Ticketing & ITSM:
- ServiceNow, Jira Service Management, Zendesk, Freshservice, Spiceworks
- Endpoint & MDM:
- Microsoft Intune, Windows Autopilot, Jamf Pro, SCCM, MDT, BitLocker, FileVault
- Identity & Access:
- Active Directory, Entra ID, Okta SSO, Google Workspace, ADUC, MFA, Conditional Access
- Productivity & Mail:
- Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Exchange Online, Zoom, Slack
- Remote & Endpoint Tools:
- BeyondTrust (Bomgar), TeamViewer, Splashtop, Quick Assist, RDP, AnyDesk
- Networking & Connectivity:
- Cisco AnyConnect VPN, Meraki Wi-Fi, DNS, DHCP, TCP/IP, basic switch port checks, printer queues
- Security & Compliance:
- CrowdStrike Falcon, MFA enforcement, phishing-report workflows, BitLocker recovery, HIPAA basics
- Scripting & OS:
- PowerShell, Bash, Python (basic), Windows 10/11, macOS, ChromeOS, iOS/Android MDM
Education
Arizona State
University
B.S. in
Information Technology
Work Experience
Carvana
Senior IT Support
Specialist
- Owned end-user support across the corporate IT service desk for the online-retail corporate IT environment serving 3,200+ employees, leading day-to-day operation across ticket triage, endpoint deployment, and identity and access support across 9 office and inspection-center sites using ServiceNow as the system of record.
- Ran endpoint imaging and deployment for 3,400+ Windows and macOS endpoints using Microsoft Intune and Windows Autopilot, applying zero-touch Autopilot enrollments, Intune compliance baselines, and BitLocker key recovery workflows, cutting provisioning time from 4 hours to 35 minutes per device.
- Managed account lifecycle and access provisioning for 3,200+ user accounts across Active Directory, Entra ID, and Okta SSO, driving HR-driven joiner/mover/leaver flows, group-based application access, and MFA enforcement and self-service password resets, reducing access-related tickets by 44%.
- Diagnosed and resolved daily connectivity issues including Wi-Fi roaming on Meraki, Cisco AnyConnect VPN sessions, DNS and DHCP resolution, conference-room AV connectivity, and VoIP phone provisioning for 3,200+ daily users, lifting first-touch resolution from 58% to 82%.
- Led hardware refresh and peripheral support for 1,150 laptops and monitors, running vendor RMAs through Dell ProSupport and Apple Business, asset tagging in Snipe-IT, and conference-room and printer-fleet maintenance, delivering 99.4% inventory accuracy at quarterly audit.
- Built the team's service-desk knowledge base, authoring and maintaining 220+ ServiceNow KB articles, onboarding playbooks for new hires, and self-service walkthroughs in SharePoint, lifting helpdesk survey scores to 4.8 / 5 CSAT across the past 4 quarters.
- Owned the IT side of onboarding and offboarding for 380+ new hires and 190 offboardings, coordinating day-1 laptop imaging and welcome briefings, HR-synced account provisioning, and badge, MFA, and shared-drive setup, achieving 100% access revocation within 1 hour of termination.
GoDaddy
IT Support
Specialist
- Worked the tier-1 and tier-2 service-desk queue with a steady volume of 65 to 90 tickets per week, applying ITIL-aligned triage and prioritization, warm hand-offs to networking and security, and end-of-shift queue grooming, lifting mean time to resolve from 2.7 hours to 48 minutes over the first 12 months.
- Owned end-user software and patch deployment through Intune app deployment rings, monthly Patch Tuesday rollouts, and break/fix follow-ups within the maintenance window, holding endpoint patch compliance at 96% within 14 days across the user fleet.
- Ran end-user security workflows including phishing-report intake and escalation, MFA enrollment for 1,800 staff, and lost-device wipe procedures, contributing to a 38% drop in repeat-clicker reports across 4 quarters.
- Worked closely with Sysadmin, Security, HR, and Facilities teams to coordinate quarterly hardware refreshes, executive onboarding, and office-move IT logistics, authoring 14 helpdesk runbooks that shaped the team's standard playbook and mentoring 4 tier-1 technicians through their first ticket queues.