Jon Hurd

About Jon Hurd

Technical Strategy & Operational Efficiency I optimize IT systems to drive measurable business growth. By conducting deep systems analysis and infrastructure auditing, I have achieved a 60% reduction in operational costs and a 40% increase in potential revenue generation. I thrive on identifying long-term solutions that turn technical bottlenecks into streamlined, reliable operations.Infrastructure & Investigative Security As an IT Operations Manager and B.S. Information Technology student at WGU, I specialize in the intersection of systems analysis and infrastructure design. My background includes architecting multi-site UniFi network deployments, managing enterprise SaaS migrations (Office 365, Salesforce, Genesys), and performing in-depth VDI capacity planning. I bring a \"forensic\" lens to every project, utilizing tools like Sentinel One, Proofpoint, and ConnectWise to harden systems and mitigate vulnerabilities.Empowering Teams through Knowledge I believe technology is most effective when it is understood. I have led teams of up to 20 and developed training programs that achieved a 96% reduction in annual Quality Assurance evaluation time. I am passionate about inspiring others to master new tools and helping organizations run as efficiently as possible.

Experience

1. Service Desk Analyst Ii

   UDT

   Feb 2026 — Present · Tulsa, OK, US

   As a Service Desk Analyst II at UDT, I provide high-level technical support and infrastructure management for a diverse range of enterprise clients. My role focuses on bridging the gap between complex technical issues and seamless business operations. Key Responsibilities:•Advanced Troubleshooting: Providing Tier 2 support for Windows and macOS environments, including workstations, servers, and network peripherals.Network & Connectivity: Managing WAN/LAN connectivity, firewalls, and remote access solutions such as VPN, Citrix, Azure, and AWS.•Infrastructure Monitoring: Utilizing RMM tools and PSA systems to proactively monitor alerts and ensure timely resolution of service tickets.•Project Collaboration: Participating in discovery sessions to align technical requirements with business goals and executing Managed Services functions.•Escalation Management: Serving as a primary escalation point for Level I analysts to ensure complex technical hurdles are cleared efficiently.

Education

• Western Governors University

  Bachelor of Science - BS, Information Technology