ARLENE DENISE JORDAN

7110 Ling Court * Austell, Georgia 30168 * (770) 941-0403 * adjord@bellsouth.net

PROFILE • Proven professional, adept at prioritizing and completing multiple projects within strict
budgetary/time restrictions and technical specifications.

• Provide in-depth consultations to identify computer and customer problems, and offer
customized solutions to a wide range of technical and service concerns.

• Provide teamwork, leadership and organization, serving as a role model to other

employees regarding work ethic and communication, and serving as liaison between help
desk, management, other departments, and customers.

• Designated troubleshooter, with strong technical, analytical and interpersonal skills to

educate end users and assist individuals of diverse technical backgrounds.
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PROFESSIONAL EXPERIENCE

7/85 – 11/09 Help Desk Supervisor/Help Desk Specialist IV, Crawford & Company, Atlanta, GA
• Hired as Accounts Payable Clerk, and earned a promotion to Accounting Analyst
in 1986, then to Help Desk Specialist in 1989, to provide telephone support for PC
hardware and software support for branches, regional offices and corporate headquarters.
• Promoted to Help Desk Supervisor in 1991. Supervised 13 Helpdesk employees.
Monitor the Helpdesk Department email, telephone queue and Call Management System.
Review and discuss Expert Advisor tickets sent to Help Desk, assist staff in being
productive and efficient when handling incoming technical issues, created work and
vacation schedules for staff.
• Supervised the Desktop and IT Security group. Assisted in developing department
processes for handling Desktop support needs, provided periodic reports to management on
Desktop activities and stayed abreast of changes in technology. Coached and mentored IT
Security staff on Security administration for setting up user names and userids on the
network. Adhered to strict Auditor procedures and policies for setting up and terminating
employees in the system applications.
• Prepare and deliver annual reviews, interview and train new employees, and attend
meetings. Maintain shared Excel Spreadsheet for Help Desk On Call Schedule.
• Review monthly statistic report with each staff member. Update/edit entries and
fields in the Expert Advisor ticketing system.

11/81 – 9/84 Accounting Analyst, Bank South, Atlanta, GA

• Analyzed budget versus expense variances for multiple departments. Reconciled
excessive variances with department officials. Worked on IBM PCs.

2/80 – 11/80 Civilian Accounting Clerk, U.S. Army 45th Accounting Dept., Kaiserslautern, Germany
• As a civilian, provided comprehensive accounts receivable, payroll and general
ledger functions in the Army’s 45th Accounting Department, adhering to strict deadlines in
a high productivity setting.
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 ARLENE DENISE JORDAN
7110 Ling Court * Austell, Georgia 30168 * (770) 941-0403 * adjord@bellsouth.net

EDUCATION B.A., Accounting, University of Oklahoma, Norman, OK

Professional Development Coursework, Crawford & Company, Atlanta, GA

Supervisory Training Course, A+ Certification Class, Lotus Notes , LAN Administration, MS
NT Networking Essentials, PC Basic Troubleshooting, Internet Explorer, AS400 System
Administrator, Mitchell International Auto Claims Software, Labor Market Access, Sentinel
Provider Audit, Fixed Assets Accounting Information Expert, Advanced Lotus 1-2-3
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SOFTWARE  MS Office (Word, Excel, Access, PowerPoint), Lotus Notes, Windows XP, Citrix, Active
Directory, VPN, Remote Assist, Laplink, Rightfax, Mainframe Applications, AS400, McAfee
Antivirus, DOS, CareTech, CMS2 (Claims Management System) and Avaya Call Management
System.
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HARDWARE  PC Desktop/Laptops: Dell Models

Printers: HP Laserjet, Lanier, Panasonic, Kodak

REFERENCES   Available upon request