Stephen E. Johnson

**** *. ****** **. • Olathe, KS 66061 • acazwa@r.postjobfree.com • Cell: 913-***-****

IT SUPPORT

A proven professional with significant experience as a Tier II Computer Technician proficient in supporting, administering

and resolving application issues across multiple business units. Critically rewarded for exceptional service and the ability

to identify trends and problem areas while devising efficient solutions for reconfigurations and/or new enterprise systems.

Proficient in working with all levels of management within a team environment to foster a sense of pride and integrity

among staff members. Recognized as an exceptional Computer Technician who listens well and creates integrated

approaches to solving complex issues and generating positive outcomes for the client.

Areas of Expertise

Information Technology • Customer Service / Technical / Desktop Support • Hardware / Software Installation & Support •

PC Imaging, Configuration & Deployment • Asset Management

Technical Competencies

Software Applications - Windows 7, Vista, XP, 2000, 98, 95, 3.1, DOS, OS2, SCCM & SMS, Tivoli, Office 2010, 2007,

2003. Outlook 2010, 2003, Active Directory, Symantec, McAfee, Trend, ESET Anti-Virus, Citrix, Lotus Notes, Oracle &

SQL client configuration, Windows POS Systems, Symposium, NICE, Ghost Utilities, Service Desk, Remedy, Peregrine,

Service Center, CASD.

Networking Topologies/Protocols - Ethernet, TCP/IP, Hubs, Switches, ISDN, Token Ring and Routers.

Hardware - Personal Computers, Laptops, Monitors, Laser Printers, PDA, Android, I-Phone and Blackberry, NIC

Cards,Aircards, Scanners, CD Rom Drives/DVD & CD Burners, Flash/Memory Drives, Interface Cards, Patch Panels,

Hard Drives, Modems, System Board. Nortel PBX Cross Connects & Phone Support.

Professional Experience

Deluxe Corporation, Lenexa, Kansas 2011- 2013

Tier II Technical Analyst

• Supported all IT functions for two Manufacturing Production Facilities

• Worked closely with Management, Operations Center, Database Support and Business Units to ensure continuous

24 hour production of Deluxe Products.

• Worked on several successful Projects including, migrating Mechanical Presses to Digital Presses, Lean

Engineering Processes, Migrating work flow from MOMS to POMS system, then POMS to CMP system, setting

up and configuring Kanbans to control work flow into the plant, supporting the COFS system for packaging the

product

• SMS support for shipping through Kewill Flagship and Clippership, UPS, USPS and DHL.

• Supported the migration of systems from XP to Windows 7.

• Supported the Landscape Project merging two separate Business unit flows into one system.

• Supported Active Directory using the ADUC tool to research clients’ accounts and access.

Liberty Mutual Insurance, Kansas City, Missouri 2009 - 2010

Contract Position - Que Data Systems

• Tier II Desktop Technical Support and Vista deployment project

• Remotely supported clients utilizing the Phone, Window Remote and SCCM Client. Tasked to provide

deployment and post deployment support for individuals within their offices and homes remotely. Installing Vista

OS and business applications with no production downtime for their business units.

• Supported clients that had not migrated and still on Windows 2000. Troubleshooting hardware, software, printer,

scanner and network issues for clients in offices and working remotely

• Reporting and documenting software and hardware issues to the deployment team and keeping the Knowledge

base updated.

• Completed all Vista Migrations ahead of schedule.

• Supported Active Directory using the ADUC tool to research clients’ accounts and access, removed computers

from the domain.

2000 –2009

SPRINT NEXTEL CORPORATION, Overland Park, Kansas

Technical Support Technician II

• Responsible for technical support for over 500 computer users including research, recommendations, network

administration and acquisitions with support to outlying offices both on-site and via telephone.

• Installed and performed repairs to hardware, software, and other peripheral equipment. Set up equipment for

employee use, ensuring proper installation of cable, operating systems, and appropriate software. Maintain

records of data communication transactions, problems, action taken, and installation activities.

• Assist clients, and conduct computer diagnostics to investigate and resolve problems and to provide technical

assistance and support. Answer clients inquiries regarding computer software and hardware operation to resolve

problems.

• Work with management team to establish requirements for new systems or modifications. Prepare evaluations of

software or hardware, and recommend improvements or upgrades.

• Assist staff in problem-solving, monitoring, and installing data communication equipment and software.

Strategically working with management to focus on productivity, efficiencies of processes and overall satisfaction

for the client.

• Supported Active Directory using the ADUC tool to research client access, remove computer accounts from the

domain and unlock client accounts.

TRIPLE I – CORPORATION, Overland Park, Kansas 1998-

2000

INACOM INFORMATION SYSTEMS, Omaha, Nebraska 1996-1998

AEROTEK CONSULTING, Overland Park, Kansas 1996-1998

Contractor/Technician/User Support – Typically supported 200+ clients

Second tier support with several employers including Sprint Corporation, Hoechst Marion Roussel, Kansas City School

District, UtiliCorp, Kemper Mutual Funds, and American Century. Typically handling migrations, mass roll-outs, Tier II

troubleshooting and escalation issues. Supported PC systems, software, hardware, database issues, email support,

rebuilding and reconfiguration of IBM & Compaq laptops and desktops.

UNITED STATES NAVY 1990-1995

Naval Air Crewman AW2 - Anti-Submarine Warfare Operator

Operated and repaired classified surveillance equipment in flight on P-3 Orion. Tracked air, surface and subsurface

contacts in hostile environments and relayed information via on-board tactical computer. Created and maintained flight

schedules, training logs, lesson training guides, and required daily manifests for entire squadron. Responsibilities

included assistant data processing technician for squadron.

Received ‘Expert’ evaluation on management and training of 12 Non-acoustic operators on Aviation Mobile

Electronic Warfare (Aviation Mobile Electronic Warfare Trainer)

Veteran Bosnia War 1992-95

Veteran Persian Gulf War – 1990-91

Lead on project to install Novell network

Battle ‘E’ Southwest Asia Service Medal with Bronze Star, Humanitarian Service Medal 1993

Good Conduct Medal 1994; Meritorious Unit Commendation Medal 1993/1994

Held Secret Security Clearance

EDUCATION/PROFESSIONAL DEVELOPMENT

Microsoft MCP

A+ Certification

Dell Certification

Toshiba Certification

Currently working towards Network + and CCNA Certification

Central Missouri State University – Three years towards BS Aviation Technology/Electronics

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