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Support Assistant

Zebulon, NC
May 17, 2020

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Johnny Dunn

*** * ****** **, *******, NC *****

Cell 919-***-****


Dependable, diligent IT professional managing multiple tasks, works well under pressure; willing to assume responsibility, operative skills, initiative, punctual, loyal employee, hard-worker, and multi-tasker. Skilled in information systems management, analysis, troubleshooting, testing, documentation, internal control procedures, system and program security, systems analysis, hardware and software installation along with minor repairs, applications and program management, technical support, and network administration.

Provide direct support in all infrastructure matters from the desktop (laptop, desktop, tablet, etc.) to the network, technical assistance for application and Citrix related issues, and other application matters.

Experience in some/all of the following is also beneficial: Active Directory, SCCM, TCP/IP, remote support tools such as GoToAssist, VDI, antivirus and data encryption tools

Conversant in diagnosing and resolving complex technical problems using available tools and resources; positive attitude and ability to prioritize; willing and able to learn new skills.

Knowledgeable with using Active Directory for administrative functions; laser printers, Windows O/S and client/server technology; ability to troubleshoot, identify, analyze, and solve problems at customer sites for POS hardware, software, and telecommunication related issues.

Computer Skills

Windows 7/10

Basic Linux/UNIX

MS Exchange/Outlook







IIS 7 Servers

Office 365

Active Directory




SAP 730

Basic SQL





Word 2013/2016

HP Printers/Copiers



Infosys Limited 1/2019 to 3/2020

Junior Operations Associate Raleigh, NC

Assigned to various projects while interacting with internal and external networks to provide logistics and operations support for project tracking, monitoring, quality assurance, and SLA compliance.

Providing a daily status report and documentation while playing a pivotal role in support activities with the numerous teams to ensure high quality deliverables within the guidelines, policies and norms of Infosys.

Lyft 7/2017 to 1/2019

Rideshare Driver Raleigh, NC

Provide transportation/customer service to customers via online requests.

ETeam, LLC 7/2017 to 6/2018

Customer Solutions Representative Raleigh, NC

While attached to DXC Technologies and assigned to the US Postal Service project to provide basic support via Customer Relationship Management (CRM) system technical and customer service to over 600 to 700 customers regarding passwords resets and if necessary to diagnose, identify and analyze problems utilizing historical database records to be forwarded to Tier 2 for further troubleshooting and resolution.

Evaluate information from multiple sources to develop an understanding of the external customer requests and needs and translates them into application and operational requirements.

Help Desk Support Analyst 9/2015 to 11/2016

KRG Technologies/HCL America Inc. Cary, NC

While attached to HCL America and assigned to FEDEX Ground project to provide basic support via the ServiceNow ticketing system technical service to over 600 to 700 end users per day via phone or live Chat regarding passwords resets to switching network printer protocols and if necessary to diagnose, identify, isolate, and analyze problems utilizing historical database records to be forwarded to Tier 2 for further troubleshooting and resolution.

Respond to events generated by monitoring systems, perform trouble analysis, and perform level one troubleshooting; review updated changes regarding IPhone, application upgrades and Tier group changes in resolutions.

Experience supporting and configuring mobile devices (IPhone, Blackberry, Samsung, laptops and work tablets); working knowledge of ITSM applications for incident tracking.

Track detailed procedures while making recommendations for routine problem solutions progress of an end-user service calls via ServiceNow during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and update request and incident service calls.

Analyze information provided by HR personnel and Client Services technicians in order to create and/or modify accounts for new employees and/or existing employees.

Help Desk Support Associate 7/2014 to 7/2015

Accentuate Staffing/HCL America Inc. Cary, NC

Assigned to the SC Johnson & Son project to work with the ticketing system for over 10,000 personnel and taking over 500 calls per week as well as being the customer liaison for Tier 2, and the main contact for the customers throughout the ticket cycle.Create/modify Active Directory accounts, reset passwords; Monitors email and ticketing system for service requests and responds, resolves or dispatches as appropriate; Answers and logs incoming telephone calls to the SC Johnson Help Desk, provide issue resolution or assigns dispatch requests.

Routinely SCCM to push and install approved corporate applications. Create and assigns IS request work tickets via ServiceNow for issues not capable of phone, email or remote desktop resolution.

Use Active Directory with administrative issues for passwords resets/logins; Respond to Remedy tickets regarding computer and monitor troubleshooting; Conduct computer diagnostics to investigate and resolve problems and provide support. Supported migration in a Windows 7 environment troubleshooting issues as needed; able to explain policies and procedures and how they are applied within system functionality to end-users/clients; provide network support with various networks including VPN & LAN

Respond to events generated by monitoring systems, perform trouble analysis, and perform level one troubleshooting; review updated changes regarding IPhone, software upgrades and Tier group changes in resolutions.

On-site Operator 1/2014 to 4/2014

Advantage Technical Resources/Fidelity Investments Inc. Durham, NC

Assigned to Fidelity Investments to read and update Toner Low Reports using MS Excel diagnostic tools, service aids and, product schematics to assess and, resolve equipment and, system failures.

Provide hands-on maintenance to copiers, printers and remote hardware, software and infrastructure technical support.

Help Desk Associate 8/2013 to 10/2013

Mindlink Communications/Global Training Center (Part-time) Cary, NC

Provide end-user support and troubleshooting network issues to first and second level technical support for all product offerings both internal and external customer base.

Input Footprint/Remedy tickets regarding computer and monitor troubleshooting

Used Active Directory with administrative issues for passwords resets/logins.

Tier I Support Associate 3/2013 to 5/2013

Apex Systems Inc. /Hewlett Packard Raleigh, NC

Assigned to Hewlett Packard Enterprises to render problem detection and solving, fixing and reinstalling software and hardware, and maintaining the company network.

Provide end-user assistance utilizing PBX and voice communications to include VOIP infrastructure and session initiation protocol (SIP); Setup computer equipment for personnel use while maintaining operating systems and appropriate software with Windows XP/7.

Coordinate with coworkers in utilizing MS Lync 2010 in areas of password re-verification installation and configuration of voice hardware.


Program Support Assistant (Intern) 6/2012 to 9/2012


Maintained, updated administrative personnel manuals throughout various departments as served as Minor Property Coordinator for all inventory printers, copiers and computers within the departments for report submission; Movement of the DE-installed components and all related components from the replaced workstations to an area designated by the local site contact

Respond to remedy calls regarding computer and monitor troubleshooting; assists in the Windows 7 migration of all Eastern Region based customers; initialized VTC for meetings.

Employment Security Commission 2/2011 to 1/2013

Employment Adviser Raleigh, NC

Assist the unemployed with filing status, job searching, resumes reviews, and career counseling.

Utilized Win XP desktop, Resume Wizard, and NC Works software to manage candidates.

Contract Liaison 3/2008 to 10/2010

Command Management Services LLC Raleigh, NC

Provide guidance and assists organizational personnel on such matters as travel arrangements, training, pay, correspondence, filing, problem identification and resolution, data entry, supplies, security clearance submissions, mail and records management, and forms control.

Human Resource Assistant – U.S. Navy - Honorable 10/1986 to 10/2006

Education Raleigh, NC

Certifications in Progress: MTA (networking, server, security, OS), A+, Network+, MCSA

ITT-Technical Institute Cary, NC

Associate, Computer Information Systems 2013

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