Technical support, Help Desk
Resume:
Siloam Springs, AR, *****
********@*******.***
Samuel T. Johnson
Work Experience (Gap in work history is from returning to school)
NCR
Rollout Team: April 2016 - Current
Rollouts and Walmart Self-Check-Out Team: February 2013 – December 2013
Project Coordinator for Rollout Team: worked on various projects for the Walmart Home Office. Coordinated between upper management and hardware technicians. Designed and implemented work procedures. Maximized efficiency though problem solving.
During my time on the SCO team: Intercepted issues directly from the customer and the Remedy queue. Performed troubleshooting to determine nature of issue, and took appropriate troubleshooting action to fix the issue remotely, or dispatched a technician to fix onsite. Promoted from the project room in a very short time, due to demonstrating a passion for learning and becoming the best employee possible.
QV Systems
Soapware Implementation Coordinator: March 2010 – February 2013
This company sells and supports EMR software. This role was to coordinate the implementation of this software on a multitude of computers, ranging from single-doctor offices to multi-regional hospitals, from the initial installation to training the facility employees. Wrote the QV Systems Soapware Manual. Learned how to write in html, and converted the manual into a network-based flowchart for the use of the Help Desk. My contribution to this company is still very much in use today.
IBM
Level 1.5 Technical Team Leader: April 2008 – March 2010
Walmart and Sam's Club Store Support Team / Blade Center Support Team
Utilized AIX command line jump-boxes to determine software issues, or verify possibility of hardware issues. Performed appropriate troubleshooting, including working with technicians onsite to verify the issue has been resolved. Utilized Telnet, SSH, AIX, FTP. Very familiar with the Walmart environment, as well as the physical layout of the equipment. This job required a great deal of multi-tasking.
Education
West Plains High School, West Plains, Missouri, Class of 2004
President of Future Leaders of America
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