Support Specialist Technical
Resume:
Lynwood Johnson
Richmond, VA
*******.*******@*****.***
Work Experience
Senior Support Specialist
TRADEPENDING-Richmond, VA
May 2022 to August 2024
• Utilized HTML and CSS to implement tools on dealership websites
• Responded to calls, emails and chats to address inquiries and resolve issues
• Created searchable knowledge base and became proficient with Salesforce to track issues and document their resolutions
Field Organizer
CADC-Richmond, VA
September 2020 to May 2022
•Assisted in the recruitment, interviewing, hiring, training and continued development of canvassing team.
•Provided canvassers with the positive leadership, resources, guidance, and technical support required to succeed
• Ensured canvassers properly performed their roles and maintained accurate and reliable data General Manager
Wipe Me Down Mobile Detailing-Richmond, VA
July 2007 to September 2021
•Recruited, trained and motivated team members and management with an emphasis on the importance of keeping service level agreements and providing exceptional customer service.
•Oversaw upgrade of website that implemented e-commerce functionality and real time service availability.
•Developed a marketing strategy that resulted in a 50% increase in contracted client base; utilizing cold calls, direct mail, and an increased internet presence.
•Introduced customer incentives and merchandising solutions to attract new business, build visibility, encourage repeat business, and increase sales.
IT Support Specialist
WorkMarket.com-Richmond, VA
April 2004 to September 2020
•Supervised team in rollout of Microsoft Windows 10 on 250+ desktop workstations in 3 locations.
•Performed wireless site surveys and created spreadsheets detailing dead zones and recommended equipment upgrades.
•Implemented cat5 based and wireless networks for small office and home users.
•Dispatched on site to resolve PC, hardware, software, telephony, and networking issues. LAN Administrator
Hughes Network Systems
February 2005 to February 2007
•Managed broad range of installation, upgrade, roll-out and troubleshooting for Windows-based networks
•Provided technical leadership and point of escalation to network and operations technicians during network outages and maintenance/change window activities
•Responsible for installation and configuration of Windows 2003 server to support devices such as automatic cross polarization servers, IP gateways, satellite gateways, timing unit servers and network health monitors.
Network Technician
Hughes Network Systems
August 2003 to February 2005
•Utilized tools such as SMARTS, HP OpenView and MRTG to proactively monitor network connections, identify traffic fluctuations and outages, and analyze real time network statistics.
•Assisted enterprise helpdesks, consumer help desks, and satellite installation/repair teams with escalated DirecWay and Personal Earth
Station remote issues.
•Consistently resolved outages affecting the DirecWay network without the need for escalation
•Responsible for managing monthly maintenance windows, coding updates and revisions of core servers,and software rollouts on servers and other networked equipment. Incident Analyst
Capital One
November 2002 to July 2003
•Responsible for monitoring local and international network activity. Responded to critical alerts revealing loss of connectivity, loss of equipment, system outages, high server utilization, software failure and telephony issues.
•Researched and applied known resolutions for previously documented issues. Provided technical assistance to help desk analysts in resolving and recording new issues.
•Engaged appropriate support groups when necessary. Initiated and maintained conference bridges, ensuring appropriate escalation goals and service level agreements were met and confirmed successful resolution of issues with an emphasis on minimizing business impact Capital One-Richmond, VA
June 2002 to July 2003
Helpdesk Analyst
Capital One
June 2002 to November 2002
•Performed 2nd level overnight helpdesk functions for an international call center on a team of 3-6 analysts.
•Provided support for Novell Netware, Microsoft Windows, NT, XP, and Macintosh platforms in addition to password resets, PC, phone, PDA, video, and basic telephony issues
•Trained incoming staff to use helpdesk applications quickly and efficiently Small Systems Computer Specialist
United States Marine Corps Reserve-Jacksonville, NC June 1999 to June 2002
· Provided helpdesk support for 250-300 senior enlisted and commissioned staff members
· Provided support as field technician when resolution could not be achieved using remote tools
· Senior enlisted personnel/project manager in charge of installation and testing of 250 desktop workstations, including OS and other software installation and configuration. Education
Bachelor's in Computer Information Systems
Virginia Union University - Richmond, VA
Certifications and Licenses
Substance Abuse Counseling Certification
Assessments
Work style: Reliability — Proficient
February 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Basic mechanical knowledge — Proficient
July 2021
Understanding and applying mechanical concepts and processes Full results: Proficient
Food service: Customer situations — Proficient
July 2022
Identifying and addressing customer needs in a food service setting Full results: Proficient
Technical support — Proficient
June 2022
Performing software, hardware, and network operations Full results: Proficient
Customer focus & orientation — Proficient
March 2023
Responding to customer situations with sensitivity Full results: Proficient
Data entry: Attention to detail — Proficient
January 2023
Maintaining data integrity by detecting errors
Full results: Proficient
Social media — Proficient
March 2023
Knowledge of social media techniques and analytics interpretation Full results: Proficient
Technical support: Customer situations — Proficient September 2024
Responding to technical support situations with sensitivity Full results: Proficient
Delivery driver — Proficient
July 2022
Interpreting instructions or signs and solving problems Full results: Proficient
Customer service — Proficient
March 2023
Identifying and resolving common customer issues
Full results: Proficient
Call center customer service — Proficient
March 2023
Demonstrating customer service skills in a call center setting Full results: Proficient
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