Customer Service Quality Assurance

LAKESIA Y. JOHNSON

*** **** ****** ***** ● Atlanta, GA 30318 ● 404-***-****

E-mail: *******@*****.***

COMPUTER SYSTEMS TECHNICAL SUPPORT

SUMMARY OF QUALIFICATIONS

Eight years of progressive experience in providing IT and network support in diverse environments

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utilizing critical thinking and strategic planning skills

Highly skilled in maintaining all phases of IT infrastructure such as network operations,

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troubleshooting, system administration and server management

Experience in conducting end-user training through face-to-face and remote sessions

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Advanced knowledge and skills in maintaining IT architecture

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EDUCATION

Bachelor of Science-Information Security & Assurance 07/2009

Kennesaw State University

Certificate-Information Systems Operator-Analyst 07/2001

School of Technology- United States Army

KEY TECHNOLOGIES

Network Protocols: TCP/ IP, LAN/ WAN, Telnet, IIS, FTP, PPP, HTTP/HTTPS, POP, and SMTP,

DHCP, DNS

Operating Systems: UNIX, DOS/Windows 2000 Professional and Server, XP Professional. Windows

2003 Server and Windows Vista, Active Directory, Macintosh OS X

Network Hardware: D-Link, Belkin, Linksys, Cisco, Nortel Meridian 100 Series. HP, Samsung, &

LexMark Networked Laser and InkJet Printers, Blackberry

Network Software: Exchange, Outlook, Internet Explorer, Microsoft Office Suite, Groupwise, Firefox,

Ghost, Citrix, DameWare, Spectrum, Cisco Works

Ticketing Systems: Heat, Remedy, SoftDent Version 12.0

Monitoring and Security: Altiris, PC Anywhere, Update Expert, ISS Scanner, Harris STAT Scanner,

Microsoft Baseline Security Analyzer, Click to Meet, LANguard, Hyena, GroupWise, Symantec Solutions,

Symantec Antivirus, AVG Antivirus, McAfee Antivirus, VmWare

PROFESSIONAL WORK EXPERIENCE

Information Systems Operator (Contract) 10/2008-

05/2009

Bridge2Solutions

• Monitored and maintained network and servers

• Created and updated trouble tickets for various issues

• Configured all new laptops and workstations

• Provided technical support through E-mail and telephonically

Tier-3 Technical Support (Contract) 01/2008-

09/2008

EarthLink ISP

• Handled all VP escalated trouble tickets from executive relations department

• Analyzed and resolved process issues with end-users

LAKESIA Y. JOHNSON

• Troubleshot Dialup, DSL, Cable connections, Wireless, E-mail/SPAM, Voice-Over IP, and anti-

virus software

• Analyzed trouble ticket queue and assigned tickets to agents

• Conducted trainings for up to 15 agents on new applications

• Recognized and awarded for establishing and maintaining excellent client relationships

Institutional and Educational Computing Administrator 11/2004-05/2006

Morehouse School of Medicine

• Monitored and maintained classroom e-laboratories and instructional computer systems,

peripherals, and components

• Provided support to telecom team through ISDN connection

• Provided training on equipment and software to departmental staff and faculty

• Managed resolution of system and network issues and performed desktop configurations

• Coordinated inventory and configuration of academic laptop rollouts

Network Operation Center Manager 10/2002-10/2004

59th Signal Battalion-United State Army

• Supervised network and system resources

• Trained soldiers on existing and new technology

• Maintained accountability of computer equipment valued at more than $300,000

• Generated weekly report and documented project status’, server issues, and other information

Information Assurance Security Officer 10/2001-10/2004

59th Signal Battalion-United State Army

• Monitored and scanned USARAK Network for intrusions and outages

• Supervised 6 people in a department of 25

• Generated weekly reports; documented project status, server issues, and other information

System Administrator/Helpdesk Technician 08/2001-9/2004

59th Signal Battalion- US Army

• Effectively provided customer and network administration services such as passwords, electronic

mail accounts, security, and troubleshooting

• Configured workstations for network access; monitored and installed shared database applications

on desktops and servers

• Upgraded software and hardware; provided assistance to end-users in desktop-related issues

• Developed and maintained access to shared directories; ensured end-users access to accounts on the

network

• Created technical manuals for workstation configuration and technical inspections

AWARDS

Federal Employee of the Year- 59th Signal Battalion Helpdesk

Employee of the Month (Customer Service) - Morehouse School of Medicine D.I.T.S

2 Quality Assurance “WOW” Award – EarthLink

MILITARY EXPERIENCE

Sergeant (E-5)-Honorably Discharged-United States Army 11/2004

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