Customer Service Technical Support

Aaron D. Johnson*** Bruton Street, Wilson, NC Cell: 704-***-**** **************@*****.*** Accomplished IT Desktop Support with 12 years of IT Support experience. Areas of expertise include operations across multiple platforms (Unix, Linux, Windows). MS Office 2003-2010, Citrix and VPN, TCP/ IP networking. Skilled problem identifier and troubleshooter comfortable managing systems, projects and teams in a range of IT environments.

EDUCATION Monroe Community College, Rochester, NY Associate in Computer Technology A.S, May 2007 Comp-TIA Learning Center, Rochester, NY PC Technician Certification, June 2004 A+ Certification, June 2004 IT SKILLS OPERATING SYSTEMS Linux, Mac OSX, Windows XP/Vista/7/8MICROSOFT OFFICE 97/2000/XP/2003/2007/2010SOFTWARE Windows Server 2003, Cisco Network Assistant, Active Directory, Citrix, ExchangeServer 2003, BlackBerry Administration Services, BlackBerry Servers, C++, HTML, SQL and UNIX. Database Systems MS-Access, Citrix Meta Frame Active Directory, Novell Administrator Remote Tools, Microsoft Windows active directory; Microsoft Assessment and Planning (MAP) and SCCM PROFESSIONAL EXPERIENCES AOC (Contractor), IT Technician, Raleigh, NC (5/16-6/17)Install new desktop and laptops for Judicial Branch for State of NC, Software and Hardwaretroubleshooting and repair for over 2000 user, Local and Network printer installs, diagnose andresolve software and hardware incidents, including operating systems (Windows and Mac) andacross a range of software applications Commute over the state to different courthouselocations. Recorded, updated and documented requests using the IT service desk system.Installed and configure new IT equipment. Resolved incidents and upgrade different types ofsoftware and hardware To resolve incidents with printers, copiers and scanners To maintain afirst class level of customer service ensuring that all customers are treated efficiently and in anappropriate manner. Maintain excellent verbal communication skills with the ability tocommunicate.US EPA (Contractor) TekSystems, Tier 2, Raleigh, NC (2/15-1/16) -Hardware data validation and software installations in a Windows 7 Enterprise Environment Software and Hardware troubleshooting and repair for over 2000 user ( Windows Re-Imaging, shell swapping, network connectivity, signal sign-on, Office 2013, SAS, Lotus Notes, Local printers, camera’s, label printers, bit locker encryption, Windows TPM), Active Directory, remote logins, VPN, and Cisco AnyConnect wireless network support, ActivClient, Remote Support via Bomgar, Juniper Network Connect VPN, NetIQ SecureLogin (Single Sign On) Provide excellent customer service via Remedy Ticketing software, Administered basic network problems, such as user password resets. Public Trust Certificate to be able to access sensitive material. Resolve tickets using Remedy software. Install and trouble shoot network printers. Assisted remote user using Bomgar Remote AssistanceHarris Communication (Yoh Staffing), Desktop Support, Rochester, NY (11/13-9/14) –Refresh computers from XP to Windows 7 operating systems. Documentation of all installation kept track of in Remedy Ticketing system. Troubleshoot malfunctioning units using efficient problem solving techniques and departmental procedures. Used SCCM to configure network pc and laptops to be upgraded.Turbo-Tax (Contractor), Desktop Support; Rochester, NY (12/12-05/13)

Provided desktop support for over 300 clients by phone or at user desks, trouble tickets in Alteris ticketing system. Migrated data for IRS secured desktops and laptops. Maintained the LAN network operations, including limited hardware and software installation using FOG server. Completed regular network backups and audits of network to determine integrity and security of system. SunGard (Contractor), Tier 1 Technician; Rochester, NY (04/11-02/12) Provided Help Desk service to the College Universities. Troubleshooting client issues over the phone. Support for Banner, Blackboard, Moodle online courses to reset passwords and change class schedules. Help desk; troubleshoot client issues over the phone, Active Directory Windows support experience and ability to do password resets in Active DirectoryVITEC Solutions, (Contractor) Data Migration; Rochester, NY (12/10-03/11)Technical Support of hospital Secure software system, Secured Data transfer using Sophos Encrypting Software. Imaging and software installation of Dell pc’s and laptops; Created user accounts, implement user rights to the network. Contributed to the efficiency of departments converting them to paperless using MS Office. Customer service and technical support submitted tickets to ticketing system to process ticketed calls. Wireless printer installation and Technical support.Intra-TEK PC, (Contractor) Tier 1 Technician; Charlotte, NC (03/10-12/10)Configured / maintain port security / VLANs on switches using Cisco Network Assist. Re-imaged Dell pc’s and setup and configure on the network. Transferred data for users existing data. Removed viruses with Symantec Endpoint Management ConsoleCompu-Com, (Contractor) Network Printer Installer, Charlotte, NC (09/09-10/10)Repaired and maintenance of printers, monitors, scanners and hardware. Trained and supported end users by using internal tools and processes. Troubleshoot & fault tested for on-line network setup of system.PRISM Inc. (Contractor), Data Migration; Washington, DC (01/09-08/09)Re-imaged pc and laptop using Norton Ghost software, deployed Desktop and laptop MS Office 2007 functions and operations. Automated and customized by using scripts and answer files, managing User State Migration. Secure Data Deployed and maintain 500+PC’s /150+ printers. Configured and repaired PC’s and laptops. Remoted into client PC’s and laptops using MTSC (e.g. to change setting and passwords). Premier Technology (Contractor), Technical Support; Charlotte, NC (07/07-12/08) Set-up of printers and data migration from Dell and HP computers. Technical serviced and repair of plotters, commercial embroidery machine, and commercial laminators Technical repair of Xerox and HP laser jet printers. Networked PCs and printers using TCP/IP and peer topeer networking. Used Trouble Ticket help desk suite for desk ticketing and tracking systems.Xerox Corp (Contractor), Software Tester, Rochester, NY (08/00-03/06) Loaded and tested software using UNIX application for high speed printers. Networked printer using Peer to Peer platform, and LAN network application. Tested software using SQL, Java script, Windows, UNIX scripting, Web, XML, Regression Testing, Black Box, and Java. Performed new configuration testing and installation. Performed data manipulations in a production environment. Provided technical support for the production division of the manufacturing facility