Customer Service Software
Resume:
Lyssaun A. Johnson
Pittsburgh, PA 15214
*******@*****.***
Objective:
To obtain an IT support position, utilizing my helpdesk,
customer service and technical experience that has been attained
through professional employment and secondary education.
Highlights: . Highly motivated and eager to accept new
challenges
. Over 11 years experience with technical support and
customer service
. Sole IT provider for approximately 250 users
. Willing to travel
Experience:
Department of Human Services, Allegheny County
Pittsburgh, PA
Network Support
Technician
2008-2010
. Responds to, and resolves problem reports related to PC hardware and
software (including laptops and computer workstations) and peripherals.
. Provide computer and user support and troubleshooting on-site, by
telephone, and/or by remote logon.
. Deliver, set up and turn over PC equipment for new employees and
other PC users.
. Develop and maintain software images for common hardware platforms
. Maintain "Group Policy Objects" (GPOs) for workstation management
and security in addition together configuration data such as proxy
settings, local firewall settings and other properties.
. Maintain hardware inventory records. Track location of equipment
(including initial deployment and removal from service.) Maintain records
on workstation software license utilization.
. Provide training and guidance to Helpdesk on problem definition,
problem determination and guidance to be given to computer users.
. Develop training materials and procedures, or train users in the
proper use of hardware or software.
Winchester Medical
Center/Manpower
Winchester, VA
Computer Operator
(Contract)
2007-2008
. Executed daily backups and restoration of system files using a AS400
system.
. Revised and updated documentation for ad-hoc jobs.
. Monitor the systems for equipment failure, functionality and
performance
. Answered phone calls in response to system errors
. Oversee the operation of computer hardware systems, including
coordinating and scheduling the use of computer terminals and
networks to ensure efficient use
. Applications used: McKesson, Lawson, iPath, Solcom, LogiCare,
Physician's Portal, Advocent
Burns White & Hickton LLC
Pittsburgh, PA
IT Support Specialist 2005 to
2006
. Oversee the daily performance of computer systems
. Answer user inquiries regarding computer software or hardware operation
to resolve problems.
. Enter commands and observe system functioning to verify correct
operations and detect errors.
. Evaluated new software and hardware to determine compatibility with
existing software and hardware.
. Maintain records of daily data communication transactions, problems and
remedial actions taken, or installation activities.
. Read technical manuals, confer with users, or conduct computer
diagnostics to investigate and resolve problems or to provide technical
assistance and support
. Install and perform minor repairs to hardware, software, or peripheral
equipment, following design or installation specifications
. Set up equipment for employee use, performing or ensuring proper
installation of cables, operating systems, or appropriate software.
Voelker &
Associates
Pittsburgh, PA
IT Administrator / Title
Coordinator 2001
to 2004
. Directed the activities of workers engaged in computer operations.
. Planned policies and procedures for carrying out computer operations.
. Met with supervisors to discuss the progress of work and resolve
problems.
. Reviewed daily logs and reports to detect recurring slowdowns and
errors.
. Evaluated new software and hardware to determine compatibility with
existing software and hardware.
. Directed and coordinated the activities of subordinates engaged in
searching public records and examining titles.
. Investigated whether delinquent taxes were due on land involved in
agreements.
. Conferred with personnel of abstract company and landowners.
. Examined leases, contracts and purchase agreements in order to assure
conformity to specified requirements.
Education:
Point Park
University
Pittsburgh, PA
Information Technology &
Management 2005
-2007
ICM School of
Business
Pittsburgh, PA
Associates in Applied Science Specializing in Network Engineering & 2002-
2005
Computer Management
Additional IT Skills:
. Citrix Presentation Server
. Asset Management/intensive technical documentation
. Digital Certificate Installs
. Crystal Reports
. Blackberry support
. Tethering
. ATS (Automated Tracking Systems)
. Staff training
. Windows Deployment Service
. LAN/WAN Administration
. VPN remote access
References Available Upon Request
Contact this candidate