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Microsoft Office Desktop Support

Cleveland, OH
March 31, 2018

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Tyrone Johnson

Blackwood, NJ *****

Email 856-***-****


Customer Satisfaction Training & Development Operational Excellence

Professional Experience

Lockheed Martin 07/2017 – 01/2018 – Contract

Desktop Support Teir II Moorestown, NJ

Imaging and refreshing Desktops/Laptops work stations.

Microsoft Office 365 and Window 2007 and 2010 experience.

PC desktop/workstations experience.

Establish the accuracy of all electronic data records by following company quality standards.

Monitor equipment inventory and band together with others on potential purchases.

Fix computer problems, and recommend appropriate action/solutions.

Lead and execute technology implementation projects.

Administer computer desktop support to local remote locations in accordance with established policies and procedures.

Freedom Mortgage 10/2016 – 07/2017 Cherry Hill, NJ

Call Center Specialist

Provide Support to all end users such as unlocking accounts.

Use Interaction Clients (I3) for inbound calls and emails.

Reset user passwords using Active Directory.

Remote desk top to trouble shoot clients problem via Office 365. Receive over 75 calls during a normal day.

Follow up on open tickets and resolve issues in a timely manner.

Map share drives per client request.

Provide solutions and educate all the end users.

Install RSA Tokens in order for the users to access VPN.

Work closely with Client Services installing applications and setting up work stations.

Handle incoming customer calls and provide first-level triage.

Create help tickets for all customer inquiries via Footprints; provide accurate information and documentation in the ticket.

08/2005 - 08/2016 FIS/SunGard Market Data & Higher Education, Voorhees, NJ

Data Center Computer Operator

Monitor all systems and perform daily tasks using the help desk and job management tools to provide highest level of system availability.

Document all requests for assistance, problems, analyze patterns and make appropriate recommendations for action.

Provide Level 2 support to the clients and provide solutions to solve problems.

Ensure customer installations are in accordance with standard procedures and Service Level Agreements.

Documents standards and operating procedures for Production systems and acts as a technical resource to the IT staff and system users.

Provides training and documentation to support personnel on projects to complete turnover to production, and provides knowledge transfer to various departments.

Works on projects and supports the IT infrastructure and is part of on-call rotation for 24x7 support.

Daily monitoring and remediation of enterprise backup and storage infrastructure for local and remote sites.

Educational Experience

LaGuardia College – AAS Computer Science

Computer Skills

Microsoft Office –O375, Word 2007 and 2010, Excel, PowerPoint, Outlook, OneNote

Operating Systems – Windows, Unix, Linux RedHat, Active Directory, Solaris and AIX

Networking – LAN/WAN, VPN/Remote Connectivity

Monitoring Tools - Icinga, Nagios, Netcool, Autosys, Remedy, Solarwinds and HP Openview NNM

Call-Tracking Tools – ServiceNow, Remedy, Foot Print and I3 Interaction Client

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