Jordan Bethea

Administered user and device lifecycle processes across Microsoft Entra ID, hybrid Active Directory, Intune, and Autopilot, including provisioning, access, licensing, MFA, onboarding, and offboarding. Provisioned and deployed Windows endpoints through Intune and Autopilot, troubleshooting device configuration, connectivity, hardware, peripheral, and software issues. Provided technical support for Windows and mobile devices, VPN, wireless connectivity, docking stations, conference-room systems, printers, and other endpoint infrastructure.

Systems Administrator - White-Wilson Medical Center

(2025-04)

• Administered user and device lifecycle processes across Microsoft Entra ID, hybrid Active Directory, Intune, and Autopilot, including provisioning, access, licensing, MFA, onboarding, and offboarding.
• Provisioned and deployed Windows endpoints through Intune and Autopilot, troubleshooting device configuration, connectivity, hardware, peripheral, and software issues.
• Provided technical support for Windows and mobile devices, VPN, wireless connectivity, docking stations, conference-room systems, printers, and other endpoint infrastructure.
• Supported Microsoft 365 and Exchange Online administration, including mailbox configuration, group management, account administration, and certificate-related troubleshooting.
• Investigated authentication and security events using centralized monitoring tools and Abnormal Security.

IT Support Specialist - DrFirst

(2024-08 - 2025-04)

• Provided high-volume technical support for enterprise healthcare SaaS applications through phone, chat, and service-desk platforms.
• Troubleshot authentication, access, and MFA issues involving Okta, hardware and software authentication tokens, and user accounts.
• Analyzed application and authentication logs using Elastic and Kibana to identify causes of technical and access-related issues.
• Investigated application, network, and identity problems and escalated complex issues with documented findings to engineering and technical teams.
• Supported users in environments subject to HIPAA and DEA-related security requirements.

IT Analyst / Functional Lead - VertexOne

(2021-07 - 2023-10)

• Progressed from entry-level technical support to SME and Tier 3 responsibilities supporting enterprise SaaS environments for energy and utility clients.
• Functional Lead in software deployment, ensuring client success and seamless software implementation for version upgrades and net new production environments.
• Investigated complex application and production issues using SQL-based analysis, data validation, database cleanup, environment configuration, and application troubleshooting.
• Partnered with development and database teams to reproduce defects, validate fixes, investigate production issues, and resolve application and connectivity problems.
• Configured customer SaaS environments according to technical requirements and provided training for deployed functionality.
• Authored technical documentation, SOPs, user guides, and training materials supporting deployment and operations.

M.A. - Florida State University

B.A. - University of Central Florida