Kimberly Johnson

**** ******* ***** **********, ******** 62221

aczn88@r.postjobfree.com - 618-***-****

SUMMARY

Enthusiastic Help Desk professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of web applications, software, and framework.

EDUCATION

Associate in Applied Science, Computer Support Specialist/Helpdesk Technical Support

Graduation: July 2016

Southwestern Illinois College, Belleville, Illinois

SKILLS

●DHCP/DNS Ethernet and Firewall proficient (SWIC)

●Proficient in phone, printer, and security (SWIC & work history)

●VMWare - Used Hyper-V Manager to create virtual machines for accessing Group Policies through Domain Controller (SWIC)

●Windows 7, 8, 8.1, and Windows 10 (SWIC & work history)

●Familiar with Mac OS (SWIC & work history)

●Active Directory - Microsoft Windows 2000 Server used to manage security and assign permissions to objects (SWIC)

●A+ Certification Prep (SWIC)

●MS Office proficient (SWIC & work history)

●MS DOS/ Windows PowerShell (SWIC)

●ServiceNow and Remedy Ticketing Systems

●Sharepoint/Citrix (SWIC & Convergys)

●VOIP Phone system (Convergys)

●Bomgar and GoToAssist Remote Assist (Convergys)

●Hardware/Software support (SWIC & SeniorLink)

●Type 60 wpm (work history)

●HTML, CSS, Javascript proficient (SWIC)

EXPERIENCE

Tier II Technical Support November/2016- March/2017

Practecol, LLC, St. Louis, MO

●Assist with configuring residential Wi-Fi devices

●Troubleshoot connectivity issues

●Tracked support work through an online call tracking system

●Use of ServiceNow ticketing system

●Provide smart phone app management

●Assist with setting up security cameras to residential Wi-Fi via smartphone app

●Provide guidance for product “usage” questions

IT Help Desk/ Instructor May/2016 - July/2016

PSOP/ SeniorLink, Belleville, IL

●Internship

●Adapted to communicate with people from various backgrounds and levels of understanding

●Instructed students on the dynamics of Windows personal computers and software.

●Performed administrative duties such as preparing correspondence, maintaining a filing system, and keeping an appointment calendar.

Customer Service Associate July/2011 - July/2014

Convergys, Arnold, MO

●Maintained up-to-date knowledge of all company products, service procedures, and offerings to properly assist clients.

●Assured proper preparation and timely distribution of correspondence and reports.

●Performed clerical duties such as preparing correspondence, maintaining a filing system, and keeping an appointment calendar.

●Document all issues and generate reports detailing common problems and errand trends.

Patient Representative October/2008 - June/2011

HFMI/Gateway Regional Medical Center, Granite City, IL

●Used various types of office automation equipment and software to prepare correspondence, documents, and reports.

●Used network and stand-alone computer system equipped with electronic mail, calendar, graphics, spreadsheets, word processing programs and database management systems.

●Received visitors and telephone calls and responded to, or referred, questions/requests to appropriate offices.

●Collected payment for current and past due accounts, including administering pay arrangements.

Mental Health Technician March/2006 - September/2008

State of Illinois Department of Human Services, Centralia IL

●Provided behavioral Health Services by developing and implementing patient management plans.

●Consulted with medical and professional staff on disability service.

●Displayed exceptional people skills and maintained calm demeanor during every interaction with clients.

CERTIFICATIONS

Microsoft Technology Associate Certification (Active Directory)

Southwestern Illinois College, Belleville, IL

Coursework in Windows Server Administration Fundamentals

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