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Customer Service Desktop Support

Indiana, PA
October 23, 2018

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Ronald Johnson

**** ******* **

Indiana, Pa *****

Phone : 267-***-**** Email :


Competent resourceful individual seeks a position in the field of Information Systems Security and as a Help Desk Support Representative where utilizing my technical skills, strategic thinking, and education will provide for an environment of growth and success.


Highly organized, dependable, and hard working. Quick learning ability and determination to thoroughly meet goals. High level of technical aptitude. Able to complete tasks with little or no supervision. Possess excellent customer service and communication skills.


Columbia Southern University – Orange Beach, AL April 2017 – Present

Bachelor’s Information Systems and Cyber Security

Anticipated graduation – March 2019

Strayer University- Trevose, Pa April 2012 – March 2014

Bachelor’s in information systems security.

Did not complete

ITT Technical Institute – Bensalem, PA March 2009 – March 2011

Associate in Specialized Technology Degree

Information Technology – Computer Network Systems

Graduation: June 2011

Graduated with a GPA of: 3.2

Lincoln Technical Institute – Philadelphia, PA May 2001 – March 2003

Program: Automotive Technology

Graduated: March 2003


BNY Mellon June 2015 – October 2018

File Transfer Migration

Primary responsibilities included migrating file transmission from FTP Protocol to SFTP protocol. This included the use of mainframe, NDM, Biz Link and on occasions Sterling File Gateway (SFG). This included contact with external clients as well as internal clients. We provided support for 30 days after a successful cutover in the event of any production issues.

Additional responsibilities included researching current protocols, file flow being used and determined what new protocol and new file flow would consist of. After research was completed, the information was put into a PDF document and assigned to a developer to build the new file transfer setup.

Comcast November 2014 – June 2015

Technical Support

Troubleshoot Internet connectivity issues and correct the connectivity

issue and Modem provisioning

Troubleshoot phone connectivity, provision switch to troubleshoot phone

issue, rebuilt phone switches

DaVita Dialysis May 2014 – November 2014

Network Support Technician

Data Migration, Upgraded PC systems from Windows XP to Windows 7

Internet circuit upgrade, Replaced Servers,

Organize Network Rack, Maintain communication room

S&A IT Services- Hopewell, NJ January 2014- May 2014

Desktop Support, Help Desk, Refresh Technician

Upgraded Bank of America client computers from Windows XP to Windows 7. Backed up all data and reinstalled it on client’s new computers. Provided desktop support and remote support when requested.

Wiped hard drives 48hours after upgrade

Team Toyota – Langhorne, PA October 2012 – January 2014

Customer Service, Technician

Primary responsibilities included assisting customers with maintaining there

Vehicle maintenance and advising them of the proper services.

Performed basic maintenance on Toyota vehicles

Volkswagen of Langhorne – Langhorne, PA August 2011 to October 2012

Onsite IT Technician

Primary responsibilities included troubleshooting client computers and repairing computer issues onsite. Other duties included troubleshooting computer issues that would exist in Volkswagen vehicles and take the corrective action to repair the issue. I also had the responsibility of maintaining shop computers provided by Volkswagen to update Volkswagen vehicle software via flash through Volkswagen Server.

Professional References

Natalia Kondekova


BNY Mellon


Christopher Lawrence


BNY Mellon


Nigel Irdi


BNY Mellon



Proficient in the following:

Windows 2003 Server

Windows 2000, XP, Vista, 7

Cisco Routers

Frame relay and configuring, managing Cisco internet work

Network Systems Management

Visual Basic

Virtual LANS (VLANs)

VB.Net, Microsoft SQL, TCP/IP, IPX/SPX, FTP, SMTP, Samba, Apache

Network Standards and Protocols

Database Development


LAN/WAN Technology and Applications

Router interfaces and internal components

IP Addressing and subnet design

Project Planning

Microsoft Office Suite– Word, Excel, PowerPoint, Access

Web Navigation

Typing: 35+ wpm

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