Desktop Support, Systems Administration, IT Professional

LAJUANE M. JOHNSON

**** ***** ******** ***, *******, IL 60617 773-***-**** www.linkedin.com/in/lajuane-johnson-71aa952 *********@*******.***

IT SUPPORT PROFESSIONAL / SYSTEMS ADMINISTRATION

Focused on excellence in the areas of Client/Server Support and Network Administration.

Strong analytical mind with a dedication to deploying and supporting reliable hardware and software solutions that support effective business processes and empower teams.

History of finding options to save organizations time and money. Dedicated to continuous learning and research. Customer service and safety focused, protecting both individuals and the organization from digital threats and legal risks.

CAREER BENCHMARKS & ACHIEVEMENTS

Original contributor to planning, testing and implementation of the then, seldom-used client management solution Altiris--that would later bring about the Desktop Engineering Team and change the way we maintain our systems (CEC)

Appointed co-lead for the Desktop Engineering Team prior to its current structure (CEC)

Prevented a potentially costly legal matter involving a prospective student and our Marketing Dept. due to spyware, in its infancy stages, as a Tech Support Rep (CEC)

Received two promotions in 3 years within the I.T. Dept. and am regarded as a knowledgeable, valuable resource by my peers and management (CEC)

Chosen to serve as the Lead Tech Support Rep for the Premier Plus customer service pilot program due to my work ethic and exceptional service to the external customer (CCH)

Piloted a Metro/Regional Supervisor role for our Ground Campus IT operations while maintaining my original duties as Site Ops Tech (CEC)

Assisted with the transition from independent to centralized IT operations for ground campus locations

Implemented and centralized online visibility for ground campus Uninterrupted Power Supply (UPS) systems

BUSINESS EXPERIENCE

CAREER EDUCATION CORPORATION, Chicago, IL May 2004 – Dec 2016

Campus IT Ops Lead Tech (Nov 2013 – Dec 2016)

Same essential responsibilities as previous role minus personnel supervision

Project Management tasks involving site relocations, closures, asset inventory, e-waste recycling and technology refresh and implementations

Server Administrator for Academic environments

Level I/II Network Administration

Level I/II Exchange

Campus IT Ops Supervisor (July 2012 – Nov 2013)

Manage service delivery and provide oversight of sourcing vendors.

Supervise day-to-day activities of IT Campus Operations Technicians ensuring services are provided in a timely manner and according to standard policies and procedures.

Prioritize and schedule support activities at campuses and serve as primary escalation point for campus management.

Provide training, guidance and technical assistance where necessary to other technical support staff.

Act as liaison to campuses for other IT teams.

Utilize IT Management tools to manage end points and track incidents, problems, changes and requests.

Lead and participate in site related technical projects as required.

Drive and track campus standardization activities to increase remote supportability of the campuses.

Identify opportunities to reduce IT expenses and improve customer service.

Manage expectations of Campuses related to IT support activities.

Periodic Travel to assigned campuses.

Regularly collaborate with other IT Campus Operations Supervisors to share best practices and establish consistent support methodologies.

Site Operations Technician (Jun 2010 – Jul 2012)

One of a number of key implementors with company’s transition to a Centralized IT model for our ground campus locations

Completed PC Hardware Refresh project – 450+ units –for primary office location

Completed Server Refresh/Migration project for same primary office

Same general responsibilities as Technology Specialist role.

Level I/II Server/Network Administration

Level I/II Exchange Administration

Citrix support

Technology Administrator (May 2007 – Jun 2010)

Manage system servers, including data management, security and software upgrades.

Coordinate upgrades and maintenance with other IT personnel and departments for smooth outcomes.

Assist with all Telecom related duties, including adding users to the phone system, creating voice mail accounts, MACs and Level I Telecom troubleshooting

Analyze and develop technical documentation/procedures for installation, use and solving problems of communications hardware and software.

Plan and perform network engineering research, design, development and other assignments in conformance with network design, engineering and customer specifications.

Manage LAN security and network performance.

MS Exchange support/administration

Instruct users in use of equipment.

Technology Specialist (Jan 2005 – May 2007)

Receive all Help Desk calls and emails, and responded to the users in a timely manner; providing assistance in removing software and addressing hardware problems.

Coordinate MACs (Moves, Adds & Changes) with all departments.

Assist with Telecom duties such as adding users to the phone system, creating voice mail accounts, MACs and Level I Telecom troubleshooting.

Assist with creating user accounts.

Work in conjunction with Server and Network teams on project-related tasks.

Technical Support Specialist (May 2004-Jan 2005)

Level I/II phone support for the Virtual Campus to students of AIU and CTU Online universities, as well as ground campuses with on-site/online hybrid programs

Web browser support

Site content issues

Document uploading

Installation and application support for software obtained thru the MSDN Academic Alliance program

oOffice/Windows OS

oProject

oVisio

oVisual Studio

ROBERT J. SEMRAD & ASSOCIATES, Chicago, IL Apr 2003 – Mar 2004

IT Administrator

Provide client hardware/software support, client imaging using Ghost technology, client / server maintenance / patching

User account management

Data backups

Network administration

Exchange 5.5 management

Altigen PBX telephony administration

Light SonicWall firewall appliance administration.

APEX SYSTEMS, INC, Chicago, IL Feb 2003 – Mar 2003

PC Technician – CompuCom/Zurich NA

Performed new PC and OS rollout for 75+ users

Imaged new PCs with Windows 2000 Professional

Configured video hardware and software settings to accommodate dual monitor display

Installed network printer drivers relative to users' location

Aided with data mining process prior to new images being rolled out

Assisted users with data and application location upon first access to the new configurations

MSTA, INC, Chicago, IL Nov 2000 – Sept 2001

(Subcontracted by AT&T)

Field Supervisor (Mar 2001 - Sept 2001) - Chicago, IL

Supervise and schedule work for assigned field personnel

Assist other management personnel with training of technicians

Aid in the recruitment, hiring, monitoring, evaluating, and discipline of field personnel

Inspect the quality of work for CATV and high-speed Internet installations

Provide assistance with customers' complaints regarding quality of service and employee conduct

Perform installation of services when necessary

High Speed Data/CATV Installer (Dec 2000 - Mar 2001)

Install customer premise equipment according to AT&T@Home specifications

Setup and configured DOCSIS cable modem, TCP/IP settings, and AT&T@Home software to be used with customer's Apple or IBM compatible computer

Responsible for running and certifying CATV outlets as well as installing, configuring, operating and maintaining the High Speed Data network service

CATV Auditor (Nov 2000 - Dec 2000)

Verify legal versus illegal cable TV connections according to handheld computer database

Disconnect any illegal connections and modified connection point at pole to prevent illegal usage

VERIZON FEDERAL INC. Fort Washington, PA Sept 2000 – Oct 2000

(Subcontracted by RSIS, Inc. to perform the following for the Environment Protection Agency - Chicago, IL)

Help Desk Analyst I

Provide 1st level support for 2500+ users

Troubleshoot application, printing and user network account issues

Provide limited hands-on desktop support to local users

Escalate unresolved issues to next level of support using call-tracking software

Log incoming calls into HEAT call tracking software

CCH INC., Chicago, IL Jul 1998 – Sept 2000

Assoc. Technical Support Rep

Tier 1 Technical Support for in-house tax and business law software solutions and Tier 1 Lotus Notes database replication support.

Administer 1st level support for customer technical issues

Assist customers with installation of our proprietary software

Troubleshoot program and printing errors via call center phone support

Aided with lab setup, administration and maintenance operating on Novell NetWare 4.11

Consulted with 2nd level of support concerning more in-depth issues

Escalated unresolved issues to next level of support via Lotus Notes call tracking database

Provided 1st level Lotus Notes database replication support for field sales reps

TECHNICAL SKILLS

Office, DOS, Windows, Windows Server, Internet Explorer, Mozilla Firefox, Google Chrome, Exchange Server Administration, Small Business Server, Ghost Imaging Solution, Altiris Client Mgmt/OS Deployment Solution, IBM Tivoli/BigFix Client Mgmt/OS Deployment Solution, Desktop/Laptop Hardware Repair/Configuration, Active Directory/Group Policy Administration, Server Virtualization(MS Hyper-V), Dell, HP, Lenovo hardware, TrippLite, APC UPS systems, ServiceNow, ITIL, light scripting, Citrix, Point-of-Sale systems, printer/copier support

CERTIFICATIONS

CompTIA A+

CompTIA Network+

Certified Novell Administrator – IntraNetWare (4.11)

EDUCATION

Certification Training (A+/Network+/MCSA/MCSE/MCDBA) – MicroTrain Technologies, Chicago, IL 2002 - 2003

Business Systems/Novell Network Administration – Computer Learning Center, Chicago, IL 1997 – 1998

Computer Science major – Chicago State University, Chicago, IL 1995 – 1996

Computer Science major – Bradley University, Peoria, IL 1994

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