Customer Service Technical Support

Jason Johnson

469-***-**** *******.****@*****.***

OBJECTIVE To provide high quality support with updates, feedback, metrics, insights, and resolution

TECHNICAL SKILLS

Project Management, Communications Expert, Webex Calling Control Hub Admin, AWS, JSON, API integration, Endpoint Trials, IP Phones, Python, CLI, Github, Jira, Splunk, CCNA, CUCM 12.5, UCS, Cisco Telepresence, Webex Meetings, Linux, VM Ware, Agile, Apple, Android, Wi-Fi AP, SIP, Switching, Routing, Cat6E cabling, VOIP, BT Headsets, IDF Wiring, WebEx, Wireless Connectivity, Customer Service

EDUCATION

Collin County Community College CCNA CSCO12489633

September 2013 to May 2014

Baylor University, Waco, Texas Bachelor of Business Administration Degree in Information Systems

Graduated December 18, 1999

EXPERIENCE

IVR Technology, Dallas, Texas Implementation Analyst October 2020 to August 2024

· Responsible for 50 simultaneous clients with application support.

· Worked with sales to scope and design software application for external clients.

· Created, provisioned, and installed custom software applications.

· Provided technical support and troubleshooting with engineering liaison.

Cisco Systems, Inc., Dallas, Texas Software Engineer October 2014 to October 2020

· MPP, DECT, and On-Prem software development and cloud system testing.

· Provided training to end users and support staff to make the system work correctly.

· Answer technical support incidents and client questions as needed with ticket system.

Texas Instruments, Dallas, Texas Network Systems Support Engineer June 2011 to September 2014

· Managed Cisco networking hardware, switches, routers, and IP phones system.

· Served as lead technician in troubleshooting connectivity in FAB environment.

· Technical experience with enterprise core network expansion and equipment upgrades.

Unified360, Dallas, Texas Client Response Engineer October 2010 to March 2011

· Delivered telephony solutions with managed and network services remotely.

· Served as Helpdesk lead in troubleshooting and problem resolution for all customers.

· Installed VOIP and digital telephone systems across Dallas and Fort Worth.

Car Toys, Rockwall, Texas Assistant Store Manager November 2007 to September 2010

· Trained all team members to meet high customer service and installation expectations.

· Utilized company selection tools, and followed company hiring processes, and policies.

· Demonstrated proficiency in operations inventory control and balancing procedures.

AT&T, Dallas, Texas Senior Analyst / Account Executive January 2000 to November 2007

· Supported production and growth of server environment including migration to Citrix.

· Consulted with core services to ensure alignment of production and test environments.

· Coordinated data center backup, VMware, virus protection, and data recovery.

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