Matthew Johnson

IT Professional

Saint Petersburg, FL 33705

ad4ub4@r.postjobfree.com

+1-727-***-****

Results-driven IT professional with 6 years of experience in helpdesk system administrator roles. Proven track record in a service desk role. Adept at end user assistance and instructional roles. Strong problem-solving and communication skills, able to translate complex technical concepts to non- technical stakeholders. Committed to staying up-to-date with emerging technologies and industry trends. Seeking to leverage my expertise and contribute to the success of my employers Work Experience

Level 1 service desk

Ellucian - Saint Petersburg, FL

May 2021 to Present

Manage over 30 different universities first contact for service desk Managed Active Directory – Creation – Deletion of accounts Extensive troubleshooting of network devices

Informative/Descriptive documentation of complex issues in a timely fashion Meeting metrics and KPIs each week

Knowledge of VPNs and use of windows remote desktop. Basic printer/fax/copier troubleshooting experience Windows Azure and multi factor troubleshooting Expert in service now ticketing system Technical Service Representative

Drake Tax Software - Saint Petersburg, FL

October 2019 to January 2021

As a technical representative. I assisted customers of the software with customer service and expert technical troubleshooting on drakes proprietary software. Help desk level 1

Shield Watch IT services - Tampa, FL

December 2018 to September 2019

Shield watch I.T. & Web Services 01/2018 -

As Service Desk Engineer Role:

Managed over 90 different companies simultaneously Managed Active Directory – Creation – Deletion of accounts Capable of Managing hundreds of Servers Simultaneously with proper tools(SQL, Hyper V, Domain Controller, Exchange, Fileserver) – Remote management – Installation – Security Permissions Extensive troubleshooting of network devices such as switches, routers, and VPN’s Informative/Descriptive documentation of complex issues in a timely fashion Mortgage Consultant

Digital Media Solutions - Clearwater, FL

January 2017 to December 2018

Live transfers for refinance loan origination

accurately input data

use of two screens and crm

Customer service

sales

Education

Lakewood High school - Saint Petersburg, FL

August 2007 to May 2011

Skills

• One call close (3 years)

• Microsoft Office (5 years)

• Coaching agents (3 years)

• Sales Management (1 year)

• Active Directory

• VPN

• LAN

• Windows Remote Desktop (4 years)

• Operating Systems

• Technical Support

• Help Desk

• Azure

• Microsoft Windows Server

• Computer Networking

• Software Troubleshooting

• ServiceNow (2 years)

• AWS (2 years)

• Google Suite (5 years)

Additional Information

SKILLS

Articulate, Punctual, Self starter, Word processing, Initiative and Problem solving abilities. Handling pressure, Critical thinking, Interpersonal skills, Sales skills

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