Jourdan Piper

Enterprise Infrastructure & Systems Administration: Direct the design, deployment, and administration of multi-campus IT infrastructure supporting hundreds of staff and ministry operations, including Hyper-V virtualization, Windows Server, Microsoft 365/Azure AD, FortiGate firewalls, UniFi switching and wireless, VLAN architecture, enterprise storage, and backup systems while maintaining high availability, security, and performance.

Infrastructure Modernization & Cybersecurity: Led organization-wide technology modernization initiatives including migration from SonicWall to FortiGate with SD-WAN, VPN, IPS, and Unified Threat Protection, deployment of centralized firewall logging, implementation of enterprise backup and disaster recovery using Veeam and NAS infrastructure, network segmentation, endpoint protection, patch management, and security hardening across multiple campuses.

Project Leadership & Operational Excellence: Planned and executed major infrastructure upgrades including virtualization platform expansion, 10Gb network deployment for media production, server and storage modernization utilizing high-performance NVMe infrastructure, enterprise asset management implementation, replacement of legacy AV streaming devices with UniFi Cast, and deployment of new self-service kiosks to improve operational efficiency and reliability.

IT Leadership, Vendor Relations & Cost Optimization: Serve as the primary technical lead for all enterprise IT operations, providing Tier 3 support to executive leadership and staff while managing technology procurement, software licensing, vendor partnerships, and strategic planning. Reduced Microsoft licensing costs by approximately 50% and negotiated internet services for both campuses, lowering recurring telecommunications expenses by approximately $1,000 per month while improving overall service quality.

Managed IT Services & Technical Support: Delivered Tier 1–2 technical support for a diverse portfolio of business clients, resolving hardware, software, networking, and operating system issues across Windows workstations, laptops, printers, VoIP systems, mobile devices, and business-critical applications while consistently meeting client service expectations.

Network Infrastructure & Systems Deployment: Installed, configured, and maintained client network infrastructure including managed switches, firewalls, wireless access points, structured cabling, and patch panels. Performed LAN/WAN troubleshooting, network performance analysis, equipment replacements, and infrastructure upgrades to improve reliability and security.

Microsoft 365 & Windows Server Administration: Administered Active Directory, Group Policy, DNS, DHCP, file services, and Microsoft 365 environments including Exchange Online, user provisioning, mailbox migrations, licensing, security configuration, and Outlook troubleshooting. Assisted with server deployments, workstation rollouts, backup solutions, and routine maintenance across multiple client environments.

Client Relations & Project Implementation: Worked directly with business owners and end users to plan and execute technology deployments, office relocations, hardware refreshes, and infrastructure upgrades while coordinating with vendors and documenting systems to support long-term client operations.

Microsoft 365 & Cloud Services Support: Provided advanced technical support for enterprise Microsoft 365 environments, troubleshooting complex issues across Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and the Microsoft 365 Admin Center. Diagnosed tenant-wide service disruptions, mail flow issues, collaboration platform errors, and configuration problems to restore business-critical operations.

Identity, Security & Hybrid Infrastructure: Resolved authentication and identity challenges involving Microsoft Entra ID (formerly Azure Active Directory), Microsoft Entra Connect (Azure AD Connect), Conditional Access, Multi-Factor Authentication (MFA), Role-Based Access Control (RBAC), and hybrid identity deployments. Guided administrators through security best practices while ensuring secure access to cloud resources.

Escalation Management & Root Cause Analysis: Managed high-priority technical escalations for enterprise customers by analyzing service health, diagnostic logs, authentication traces, and platform telemetry using Microsoft support tools. Performed root cause analysis, identified long-term remediation strategies, and collaborated with engineering teams to resolve complex cloud service issues while maintaining high customer satisfaction.