Kevin C. Johnson

**** ***** ***** *** ******* Texas, 78227, Apt 1716

Mobile 512-***-****

ac1uzd@r.postjobfree.com

ac1uzd@r.postjobfree.com

Technical Support Specialist

Solutions-focused professional with 10+ years experience providing rapid client-focused technical support to 300+users in house and thousands of users in the field. Adept at articulating complex technical concepts to users of varying technical understanding with demonstrated capability to identify root causes and direct users to lasting resolutions. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies. Outstanding interpersonal strengths illustrated by multiple service awards

Technical Proficiencies:

Platforms: Windows XP/Vista/Windows 7, Mac OS, Windows 2000 Server, 2003 Advanced Server,Some Linux, Novell.

Hardware: Dell/Gateway/Compaq/Apple desktops and notebooks. Network Servers and Switches, Polycom video conf, Printers, scanners, and digital projectors.

Applications: Microsoft Office, Trend Micro Office Scan, Other Anti-Virus programs, VPN, System Management Server, Novell Group Wise, Scan Archiving systems, Connect wise ticketing system, Polycom PC video conf. software. Open Wells, Scada and EVEN modules.

Professional Experience:

CompuCom IT Jun 2013 to May 19 2017

Field Technician

Provide hardware/software support to various clients, Aetna, Home Depot, Target, Wal-Mart, EP Energy, Flight Safety (San Antonio Airport), Cricket Communications. Provide rapid response to user service request to maximize user up-time.

Re-build or re-image existing workstation and or laptops, as well servers/ routers ensuring data migration; as well integrity of user data. Rapid response times to insure ticket SLA’s are met and ordering warranty service parts for specific brands of equipment.

Electronic Computer Services (EP Energy) Sept 2012 to Mar 2013

Field Desktop Tech

Provide hardware/software support to regional offices, by means of travel to location or remote desktop. Provide rapid response to user service request to maximize user up-time.

Re-build or re-image existing workstation and or laptops, ensuring data migration; as well integrity of user data.

Provide software support for programs such as Scada, Open Wells, EVIN, and EVIN Forman modules.

Provide Help Desk support through the use of Dame Ware, Log Me In and Remote Desk Top

Sterling Personnel (Southern Networks) Jun 2012 to Sept 2012

Helpdesk Analyst

Provide Helpdesk/Hardware support to client base as well non-contract clients.

Hardware, software, network printers and peripherals support. . Provide rapid response to user service request to maximize user up-time.

Re-build or re-image existing workstations along with data migration to ensure integrity of user data.

Setup and configure Polycom video conferencing hardware/software.

Programming PC polycom software and adjust buffering for smoother connections between Polycom units and PC software.

City of Corpus Christi (Advance Temp Agencies) Feb 2011 to Dec 2011

Technical Specialist

Provide Help Desk/Service Desk technical support for the City of Corpus Christi.

Hardware, software, network printers and peripherals support. . Provide rapid response to user service request to maximize user up-time. I assisted in the Active Directory migration of desktops and laptop computers. I assist users with password resets for Windows, Outlook, Citrix, I-mobile, Informer client, Maximo, and Net Motion users. Configuring Voice over IP phone and voicemail setups for users.

Whataburger National Headquarters, Corpus Christi, TX July 2008 – Sept. 30 2009

Workstation Support Specialist

Provide hardware and software technical support to in-house and satellite location users and ensure proper maintenance of network printers and peripherals. Provide rapid response to user service request to maximize user up-time. Re-build or re-image existing workstations along with data migration to ensure integrity of user data. Evaluate and test software upgrades/patches via SMS.

Unisys Corp., Austin, TX October 2007 – July 2008

Tier 2 Helpdesk Agent

Provide telephone point of contact technical support to client users resolving diverse hardware and software issues. Ensured quick resolution of user concerns and escalated more complex issues to Field Service Technicians. Trained new Helpdesk Agents in Novell/Group wise, remote desktop

Education and Training

Dell Certified: Desktop, Laptop, Printers, Servers, and Storage

HP Certified: Desktop, Laptop, Printers 2017

Certified Weights and Measure up 300lb by Texas Department of Agriculture

Lexmark Certified: Many different models

Virginia College at Austin

Associate of Applied Science in Network Security March 2006

Associate of Applied Science in Microsoft Engineering September 2006

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