EARL DWYTT JOHNSON

***** ********** **. #****-*****, Ca. 91708

626-***-**** acfi00@r.postjobfree.com

PROFESSIONAL SUMMARY

Extensive experience working in all aspects of in-house developed systems support

Strong leadership skills and ability to motivate teams to increase productivity

Deep understanding of technology with focus on delivering business solutions

Trained helpdesk staff on daily procedures, Remedy support software and Banks core loan application systems

TECHNICAL EXPERTISE

Windows 7, Windows XP, Windows 2000, Windows NT, Microsoft Office, Active Directory Account Management, TCP/IP,

IP Address, DHCP, Microsoft Outlook, Citrix, VPN, Remedy, Ghost, Mobile Device, Printer and Scanner Support

EDUCATION AND TRAINING

UNITED EDUCATION INSTITUTE COLLEGE LOS ANGELES, CA

MAJOR: COMPUTER NETWORK TECHNOLOGY- Diploma received for completing the one year program

AMERICAN MANAGEMENT ASSOCIATION NEW YORK, NY

Management Skills for New Supervisors - Certificate received

PROFESSIONAL EXPERIENCE

Employer: Modis Client: Penske Motor Group – El Monte, CA (Contractor)

February 2014-June 2014

IT Help Desk Support II

• Image and deploy Dell hardware as part of a migration from Windows XP to Windows 7

• Set up and manage network user accounts using Active Directory

• Diagnose and resolve computer hardware and software problems

• Use SMS for remote support and document all work in the HelpStar ticketing system

• ShoreTel VOIP phone installation and account administration

Employer: Popular Tech Client: Schools First Federal Credit Union – Tustin, CA (Contractor)

September 2013 – November 2013 Reason for leaving: Contract completed

Service Desk Analyst II

• Provided onsite and remote technical support using DameWare to resolve software issues

• Account administration with Active Directory and Exchange Server

• Supported Windows XP, Windows 7 and Microsoft Office 2003 and 2010

• Imaged desktops and laptops using Symantec Ghost and Altiris Deployment Console

• Supported Symitar and Citrix

Employer: Modis Client: Capital Group – Irvine, CA (Contractor)

August 2012 – September 2013 Reason for leaving: Contract completed

Support Analyst, Micro-computer Support

• Deployed desktops and laptops, migrated from Windows XP to Windows 7 in an enterprise environment

• Installed and supported Cisco VOIP phones

• Migrated users from Lotus Notes to Microsoft Exchange and provided remediation of Microsoft Office

2010 and Outlook 2010 issues

• Imaged machines using Ghost, deployed software and tracked inventory via Altiris

• Utilized both Net Support and PC Anywhere to resolve software issues

• Provided phone support and used Remedy ticketing to track all work

• Utilized Active Directory in troubleshooting of end users issues

Employer: Valcom Client: Church and Dwight - Victorville, CA (Contractor)

January 2012-June 2012 Reason for leaving: Contract completed

Desktop Support Technician

• Provided onsite technical support configured, imaged and deployed desktops and laptops using Ghost

• Joined computers to active directory domain and supported Wyse Thin Client Terminal workstations

• Provided support for onsite network servers and network printers

• Resolved issues with Citrix and web applications, Windows XP and Windows 7 clients, networking issues and

other computer related technologies

• Deployed, tested and troubleshooting of IP phones

• Configured and tested Symbol RF Units, both for handheld and forklifts

Employer: Outsource Technical Client: CareMore Medical Enterprises – Cerritos, CA (Contractor)

September 2011-December 2011 Reason for leaving: Contract completed

Senior Level Desktop Support

• Provided helpdesk and desktop support in a healthcare environment

• Provided desktop support to in-house users and offsite users

• Configured and imaged Dell/HP laptops and desktops for new and existing users

• Provided Assistance with Office 2007/2010 user issues

• Used Numara Footprints ticketing to track all work

Employer: Cast and Crew - Burbank, CA (Direct contractor)

May 2011-September 2011 Reason for leaving: Contract completed

Desktop Support Specialist

• Provided day to day hands on and phone support for all users companywide

• User account administration using active directory and exchange

• Windows 7 migration from Windows XP, imaging of desktops and laptops

• Used Numara Footprints ticketing to track all work

Employer: Kimco Client: San Bernardino Housing Authority San Bernardino, CA (Contractor)

August 2010-January 2011 Reason for leaving: Contact completed

Technical Support Specialist

• Provided primary user support, resolved complex troubleshooting for issues concerning end-point equipment

(computers, printers, phones and other peripherals)

• Ensured issues were documented and resolved via help desk ticketing system

• Handled moves/adds/changes of end-points, networking equipment and associated cabling

• Performed operational tasks (i.e. data transfers, backups, and preventative maintenance) and assisted with special

projects as needed

Employer: Indymac Bank/One West Bank – Pasadena, CA

September 2003-October 2009 Reason for leaving: Laid-off

IT Supervisor/Help Desk Technician

• Coordinated, scheduled and conducted business and technical training for new hires and current employees

• Lead a team of onshore and offshore technicians supporting the bank’s core loan application systems

• Supervised and coordinated activities of helpdesk technicians engaged in assisting computer users with

hardware and software questions and problems, fielding telephone calls and e-mail messages from customers

seeking guidance on technical problems, diagnosing nature of problems, and assisting customers through problem

solving steps to minimize down time of applications and personnel

• Established and maintained user accounts

• Coordinated problems with appropriate technical, professional and service personnel, along with users

who reported the problem

• Communicated with programmers to remediate software errors and recommend enhancements to loan

application systems

• Supported Citrix based applications, utilized GoToMeeting to conduct team updates and meetings

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