Johnny Thornton

Professional Experience

August *020, May 2023, NCR, Corp: ATM Technician

Servicing and repairing ATMs, which includes, parts replacement, preventive maintenance, new installs, and software installs: Very dangerous WORK.

7/2019 to 3/2020, Essintial Enterprise Solutions: Field Technician 2

Troubleshoot all information technology issues, including software, hardware, and networking. Install and update desktops, laptops, printers, peripherals, networks, and related software. Including OEM certifications as well as a basic knowledge of servers, provide desktop operating system and application support. Provide hardware installation, de-installation, moves, adds and changes, preventive maintenance, and advanced remedial repair including using diagnostic tools. Manage parts inventory to insure warranty reimbursement and to meet service levels. Effectively handle multiple tasks in an often stressful environment with minimum supervision while providing real time updates to customer, Understanding of available technical resources, where to find them, and when to engage them.

11/2018 to 3/2019, Hewlett Packard/ eTeam: Field Technical

Duties include: Installations and Repairs

• Assist Customer with an overview of the Device functionality;

• Coordinate with Client regarding Device and Client Branded Software Support Service calls;

• Provide troubleshooting for Device problems or perform spare Device replacements;

• Provide break/fix support on Client- provided Devices

• Provide end-user training

• Complete device moves as managed by the Client ADM and as directed by Customer

1/2018 to 7/2018, Southwest Airlines/ Kforce: Tech Support Rep.

Based at Baltimore location supporting that location, along with other airports the company supports. Day-today duties include a variety of hardware and software related tasks: Repairing laptops, desktops and printers, fixing issues at the ticket counter, troubleshooting gate readers, replacing equipment, assisting with equipment moves and refreshes, assisting with network and cabling troubleshooting, for implementation and support of desktop and mobile devices, applications, peripherals, network devices, airline specific equipment (Kiosk, Flight Information Display Systems, also supporting the IT infrastructure in office environments, CS&S Centers, and airport locations. Service Now Service Desk, and Microsoft System Center Configuration Manager (SCCM)

8/2017 to 11//2017, INOVA Health Systems/Apex: - Network Refresh Tech.

Desktop/Network support Technician: Responsible for following a script to ghost images, validate IP configuration on all devices, and troubleshoot end user issues when necessary, Rebooting all devices and running through migration checklist, being customer service focused once network and provisioning team has said that switch is up. Will also go back to closets from the day ago or even two days ago to ensure proper device functionality and customer satisfaction.

4/2017 to 7/2017, PNC Bank/ CompuCom/ MATRIX: PC Refresh Technician

Standard SLA’s which need to be met, imaging of PC's, laptops. Image computer equipment for internal and external customer and related peripherals, working with warranties and follows documented procedures. Schedule refresh with user, upload user info to network or external drive and image new PC, download user info on new equipment. Post upgrade support and sign off, Wiping of retired equipment, respond in a timely matter to tickets

12/2016 to 2/2017, Essintial Enterprise Solutions LLC: Field Tech

Provide coverage to Essintial Enterprise Solutions; customers in the Metro DC area; duties include troubleshoots, and repairs HP Printers, break/fix, maintenance, configurations and consumable replacement.

4/2016 - 9/2016, Keany produce: Computer Support Specialist

New user Setup: Installation, configuration, and operational support, this relates to all technology, to include: Workstations, Thin Client, Laptops, Servers, Printers, Networks, and vendor specific Hardware and Software, Physical Security & Access Control. Assists with network server administration functions, Plan and executes tasks in conjunction with other system managers. Tracking, maintaining and updating asset inventory.

11/2015 -3/2016, Providence Hospital/Apex Systems : Desktop Support Tech. Installation of Computers and printers, hardware trouble- shooting and repairs including Network infrastructure, Including, mobile device support, first level LAN and WAN networking, and Server support Ordering parts and inventory control of all On-site equipment, Hardware/Software Installations, preventive maintenance, on all equipment in accordance with manufacturers specifications, Provided support for standard approved software including, Microsoft Office suite.

3/2015 – 9/2015, IBM; Mobility Services-IBM USA/ Collabera: Hardware Planner

Data Center specialist: Rack and Stack Support Representative/ Kaiser Permanente

Device Support. Deployment Services: Duties include but not limited to Installation, basic configurations and decommissioning of servers switches and network gear. Respond to system administrator requests for racking and maintaining server equipment and environmental aspects of the data center.

Respond to data center outages as needed and escort vendors’ technicians, Maintain records of all equipment, Perform basic repair to basic components and maintain comprehensive workflow and ticketing system.

3/2014 – 10/2014 CompuCom IT Workforce Solutions division as a Contract Associate providing Field Support Duties include but not limited to, P.O.S. Equipment; computers, printers and scanners including Network infrastructure, Fixing issue over the phone, Troubleshooting. Register Installs, Servers IBM, Self-Checkout Terminals, Printer Troubleshooting, Lexmark, Zebra, Printronix, NCR and Epson. Hand scanner Troubleshooting, NCR 7837-3002 / 7837-4000, SYMBOL and Motorola. Debit Reader Troubleshooting, VERIFONE and INGENIC.

2/09-1/2012 Onsite Computer/Hardware Support Engineer at,Hubble Space Telescope, (STSCI)

Support Engineer; Provides technical support and troubleshooting to network, Laptop/desktop, Printers and/or systems hardware and software, as they relate to maintenance of personal computers and related systems.

Installs, configures, and upgrades computer hardware and software.

Data Centre monitoring, Physical security and access control, Perform preventative maintenance in data center according to schedule and ensure effective working of mechanical building systems, Maintain a written record of each event to ensure that all documentation and procedures were utilized correctly, Monitor the operation, status and condition of all building equipment and systems including HVAC, UPS, and cabling, cooling infrastructure

Analyze equipment and perform repair as required Contact technical personnel as required by critical outage procedures. Follow guidelines established for the contacting of technical/critical personnel

Maintain inventory for equipment keep records of warranty for all equipment.

Education

Dell Certified, Apple Certified Mac Technician, CompTIA A+ Certified, Hewlett Packard & Lexmark,

UMBC Training Center, Certificate in Cyber Foundations

New Horizons, Computer Learning Center; Training for Microsoft Certified System Administrator 2003

Albert Merrill Institute, New York N.Y., MAJOR: Data Processing Repair Specialist

Burke Trade School, New York N.Y., MAJOR: Electrical Systems Technology/Electrical Cluster

Dewitt Clinton: High School, Bronx New York Diploma

Experience with Physical security & access control

Experience with Citrix XenApp

Experience with Active Directory user administration

Microsoft System Center Configuration Manager (SCCM)

VOIP Telephony: Experience (Avaya, Mitel)

Support for voice and data networking infrastructure, installing IP phones, cabling and router

Experience with Installation, configurations and decommissioning of servers switches and network gear.

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