ALYSSEA JOHNSON

*** ******* ***, ******, ****** *7404

301-***-**** acxdr1@r.postjobfree.com

TECHNICAL SKILLS

Operating Systems: Windows 10; Windows 8; Windows 7; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003: Mac 10.5.8(Leopard) through 10.11 (El Capitan) ; Ubuntu

Software Applications: MS Office Suite 2000, 2003, 2007, 2010,2011 & 2016 (Access, Excel, PowerPoint, Word, OutLook); Norton Ghost; Kaspersky Anti-virus, Windows Deployment service; Casper Suite (Admin, Remote, Composer, Imaging and Recon), Remedy Ticketing System, Apple Remote Desktop, Remote Desktop Connection, VNC, Active Directory, Zendesk, VPN Remote Access, Synergy, Ekahau

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports) Mac hardware for 2005 to 2016. Multiple brands of PC( Samsung,Dell, HP, Acer etc)

Others: Clerical skills; data entry; customer service support (both on the phone and in person); leadership experience

Certifications: CompTIA A+ Certification, Network+

RELATED EMPLOYMENT

Springfield Public School System April 2015- Present

Springfield, OR

Computer Repair Technician II

- Maintain and assist the technology support program (computers, network, power, hardware, software, upgrades, phones etc.).

- Upgrade and install computer hardware, instructional software and programs on all local computers

- Install, troubleshoot, maintain electronic equipment, computers and network problems and makes repairs and/or finds solutions to issues.

- Prioritize support requests and provide follow-up assistance. Research solutions and troubleshoot all technology issues.

-Maintain and make repairs to all computers, phones, and AV equipment as necessary locally or remotely.

-Assist with training of personnel in the use of the computer network and applications, including

student work and training, e-mail use, internet access, etc.

- Assist with the maintenance of file servers, wireless devices, routers, etc.

- Assists in data security and access to computer systems.

- Arranges recycling of outdated technology.

to correct network and server problems.

- Maintain a technical skill level in the areas of networking, writing technology, phones,

LANs/WANs, modems, and other aspects of data communications and maintenance.

- Coordinate network software upgrades with minimum interruption of service to the end users.

Best Buy Retail (Geek Squad)

Springfield, OR August 2014- July 2015

Advanced repair Agent

- Maintain, repair and service products aligning with

- Customer’s definition of “fix”.

- Follow all required protocol for the client

- Set accurate expectations with the customer before ending the contact

- Thoroughly and accurately document the details of each diagnostics or repair performed

- Maintain a high level of professionalism throughout the contact

First Call Resolution (Airbnb)

Veneta, OR February 2014-March 2015

Outsourced Customer Service Representative

-Promptly answer customer contacts over the phone, through live chat and/or via email while providing high quality service

- Greet every caller with a friendly tone

- Follow all required protocol for the account

- Set accurate expectations with the customer before ending the contact

- Quickly complete all required follow up after the contact

-Thoroughly and accurately document the details of each contact (reservations, trouble tickets, refunds, etc.)

- Maintain a high level of professionalism throughout the contact

Salesforce.com

Portland, OR and Herndon, VA June 2012 - June 2013

IT Global Helpdesk / Tier 1 Desktop Support

- Installed Mac/Win Operating Systems

-Diagnosed and troubleshoot Mac/Win OS (desktops & laptops)

-Reviewed and solved Desktop Support Tickets (Salesforce)

-Managed and solved Mobility issues (iPhone/ iPad/ blackberry)

- Executed Administrative task (excel, Google doc., Dashboards)

- Imaged Mac/Windows OS (WDS, Casper Suite)

- Active Directory

-MS Office Suite support

- VPN Remote Access (troubleshooting, activation)

EDUCATION & TRAINING

Northern Virginia Community College Graduation date: August 2014

-Associate’s Degree in Information Technology

Year Up - National Capital Region January 2012- January 2013

(Partnering with Northern Virginia Community College) Graduated January 2013

-One-year career development institute - following six months of rigorous technical and professional training, students earn a six-month corporate or government internship and college credit

-Mastered coursework in desktop support, IT helpdesk, computer networking, business writing, professional skills, personal finance, and customer service

-Earned Cisco IT Essentials certificate via Year Up, a Cisco Networking Academy; coursework included advanced networking, repair, and troubleshooting skills as well as critical thinking skills

LEADERSHIP & VOLUNTEER EXPERIENCE

Share - Donation Collection July 2011 - August 2011

-Solicited donations for various Non-Profit organizations (Sierra Club, Planned Parenthood, Human Rights)

- Informed past donors of new information and updates dealing with the organization.

Francis Scott Key Elementary Volunteer August 2008 - May 2010

- Taught elementary school children the fundamentals of basic math and English skills.

Year Up January 2015- ongoing

-Volunteer assistance with young professionals; also incorporate technology into urban low poverty areas.

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