JERRY CORDETA
Baltimore
Summary
Highly motivated Senior IT Technical Specialist with 8+ years of experience delivering reliable IT support to large, distributed organizations. Known for resolving high-impact technical issues, leading system deployments, and optimizing service desk operations. Combines deep technical knowledge in Microsoft 365, Active Directory, and endpoint management with a strong commitment to customer experience and continuous process improvement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support Technical Lead
Eating Recovery Center
Remote, Maryland
06.2025 - Current
- Led a team of IT support specialists providing technical support for 3,000+ onsite and remote teammates nationwide.
- Managed ticket queues, escalations, and SLA performance to ensure timely resolution of incidents and service requests.
- Served as the primary technical escalation point for complex endpoint, application, and access-related issues.
- Coordinated IT support activities during major incidents and planned technology deployments.
- Trained and mentored junior and senior support specialists
- Collaborated with infrastructure, enterprise applications, and HR teams to improve service delivery and accessibility of critical applications for teammates
- Sr and Jr IT Technical Specialist duties
Sr IT Technical Specialist
Eating Recovery Center
Remote, Maryland
09.2023 - 06.2025
- Managed user accounts, permissions, and password resets through Active Directory and Microsoft 365.
- Lead workstation refreshes and technology deployments for the Maryland region
- Coordinate Maryland’s facility-wide upgrades and migrations (3 sites)
- Developed technical documentation, support procedures, and knowledge base articles.
- Manage portions of IT projects from planning through implementation.
- Jr IT Technical Specialist duties
Jr IT Technical Specialist
Eating Recovery Center
Denver
03.2023 - 09.2023
- Provided Tier 1/2 technical support for 500+ end users onsite across 8 healthcare facilities in Denver and 2,500+ remote teammates nationwide
- Installed, configured, and maintained Windows and macOS workstations, printers, and mobile devices. Assisted with network, wireless, and VPN troubleshooting. Ensured compliance with HIPAA and organizational security policies.
- Executive/VIP white-glove onboarding and support
- Supported onboarding and offboarding activities, including equipment deployment and account provisioning. Maintained IT asset inventory and device lifecycle management.
IT Field Technician
Jacobs Engineering (USDA-FSIS Contract)
Springdale, AR
04.2018 - 11.2021
- Provided Tier 1 and Tier 2 support for over 9,500 enterprise users.
- Resolved hardware, software, VPN, printer, email, and operating system issues.
- Installed and supported Cisco VPN, Outlook, Adobe products, Java, and other business applications.
- Managed user accounts and permissions within Active Directory.
- Created knowledge base articles and technical documentation.
- Mentored and trained junior technicians on support procedures and customer service best practices.
Education
Associate-level equivalent - Computer Science, Cybersecurity
Towson University
Towson, MDSkills
- Windows 10/11 and macOS administration
- Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
- Active Directory and Microsoft Entra ID (user provisioning, group management, MFA, RBAC)
- Endpoint management with Intune, JAMF, and SCCM
- ITSM tools including ServiceNow, FreshService, and BMC Footprints
- Remote support using Bomgar (BeyondTrust)
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN, wireless)
- Security and compliance (HIPAA, endpoint protection, access control)
- Hardware and end-user support (workstations, mobile devices, printers, VIP support)
- Cisco VPN, Adobe Admin Console, Verizon Business Portal, and enterprise applications
Certification
- AWS Certified Cloud Practitioner
- CCENT
AWARDS
ERC Core-Value Award for Collaboration – Consistently embodies collaboration through positive attitude, expertise, and commitment to teamwork
Timeline
IT Support Technical Lead
Eating Recovery Center
06.2025 - Current
Sr IT Technical Specialist
Eating Recovery Center
09.2023 - 06.2025
Jr IT Technical Specialist
Eating Recovery Center
03.2023 - 09.2023
IT Field Technician
Jacobs Engineering (USDA-FSIS Contract)
04.2018 - 11.2021
Associate-level equivalent - Computer Science, Cybersecurity
Towson University