Percy Johnson

SUMMARY

Multi-talented IT Support Professional with significant experience in varied corporate environments.

Quick learner, proactive, strategic, and innovative.

Professional analytical skills for troubleshooting hardware and networks

Demonstrated ability to implement corporate initiatives geared toward increasing revenue and reducing expense.

Exceptional communication skills for engaging stakeholders and defining customer requirements, and providing a personal level of troubleshooting assistance

Experience with high level IT projects involving Support and Security

EDUCATION & CERTIFICATIONS

Masters, Network Administration – Focus in Network Security - February 2014

Keller School of Business, Chicago, IL

Bachelor of Arts, Communications, 1994

Hamilton College, Clinton, NY

Comp TIA A+ (completed)

MCSA Windows 7(complete), Server (In Progress)

CERTIFICATIONS / TECHNICAL PROFICIENCIES

Core Competencies: Internet Security, Networking and Administration, End User Support, Client interfacing, Malware / Virus Fix, Diagnostics &Troubleshooting for Hardware and Software

Platforms: Windows 2007, Windows 2010, Windows Server 2008 R2, Citrix

Networking: TCP/IP, Ethernet, VOIP (Avaya), Remote Desktop, VMware, and Ticketing Systems

Security Systems Experience: Mcafee Suite, Sophos, Safend DLP, Vormetric Encryption, CrowdStrike

PROFESSIONAL EXPERIENCE

3/2016-4/2020

Crowe Horwath LLP

Enterprise Data Security Administrator 4/2019 - 4/2020

As part of Security Implementation team used the below software solutions to protect Crowe endpoints and proprietary data:

Sophos – Management of Hard Drive Encryption and Bit Locker Key Management

Safend – Provided Support for DLP (Data Loss Prevention) and Removable Media Encryption

Vormetric – Administration of Data at Rest and Sensitive Server Encryption

MoveIT – Supported SFTP (Secure File Transfer) Enterprise Solution

Google Duo, Microsoft Authenticator, Citrix Authenticator – Multi-Factor Authentication Solution

ERPM – Supported privileged account management and identity software solution

McAfee – Administered Web Access and Web Control for all endpoints in Crowe network

Crowdstrike – Monitored and Responded to threats using Crowdstrike Endpoint Security, Threat Intelligence and Cyberattack response software

Client Service Support Specialist (Sr. Associate) 3/2016 – 4/2019

As part of the IS Services team, provides remote and onsite support for Crowe employees

Provides a clear and concise support for all users irrespective of technological experience

Responsible for troubleshooting Internet and Network Availability, Active Directory and Password issues, AWP support, Citirx and VMWare support, Onsite Break-Fix, Software Installs and Removals, Printer Support, Outlook and VOIP, Security Malware and Spyware removal, VPN(Global Protect)

Familiar with Crowe Internal IT practices and procedures

Works well within the team dynamic in a fast paced environment

Demonstrated ability to learn and apply new material quickly

4/2014-3/2016

Advanced Technology Systems

Level 2 Help Desk – Incident Response Team (Caterpillar and Ameren Team)

As part of Incident Response Team, provides remote support for Caterpillar and Ameren employees and facilities world-wide

Brings a personal level of support for users of varying technological experience

Typical Support Issues include but are not limited to: Troubleshooting Internet and Network Availability, Active Directory and password reset issues, Lotus Notes support, Citrix Server support, Outlook, Mobile Phone and Tablet setup and break/fix, Software Install and fix, Support for Dell computers and HP printers, Network and End-User Security

Supports IP Telephony for Caterpillar users worldwide

Troubleshoots various Caterpillar proprietary applications such as: Creo, TeamCenter, SAP, Pro/E

Helps to manage Priority 1incidents involving widespread loss of technological service resulting in the loss of massive amounts of revenue

Works with and resolves VPN issues to ensure security of Caterpillar Network

Elevates ticket issues to appropriate Level 3 agents or Caterpillar Service Desks

Uses Citrix, LogMeIN, Outlook, Active Directory, and WebEx as tools to provide service

Experience with Remedy and Service Now Ticketing Software

Works with Ameren proprietary applications such as CSS (Customer Service System), Byers, and TRIS

Manages User Citrix server request

10/2012-4/2014

Thinking Computers @ Malcolm X College; Chicago, IL

Network Associate

•As a resident IT Support Analyst, provided both remote and on-site support for 30+ students, professors and administrators at Malcolm X College

•Offered a personal level of support for non-technical users, often translating and /or explaining technical jargon to improve the customer’s experience.

•Typical support issues included, but were not limited to: break/fix activities, password resets, Active Directory support,, Mobile Phone support, Hardware/ Software troubleshooting, Support for Dell, Lenovo and HP hardware, printer support, internet connectivity issues, web browser support, wireless network support and user errors.

•Set up and managed the computer lab & wireless network for Malcolm X College using Linksys and Cisco 802.11 Wireless Routers and CAT5 Ethernet cabling.

•Installed and configured McAfee Anti-virus software

•Worked with the Microsoft Remote Desktop to provide technical support for remote users. Logged into workstations via IP Address to fully understand the technical issue and provide an effective resolution.

•Monitored the virtual environment using the vCenter monitoring console, and managed all change management activities, security issues and user access rights.

•Provided support for the Avaya VoIP users – set up and services the equipment as needed

•Diagnosed and troubleshot user issues with Microsoft Office, Windows XP & Windows 7 Operating Systems. Set up, configured and migrated workstations as needed to comply with Microsoft Service Contracts.

•Set up LAN/WAN networks, Routers, Internet, Virus Protection, Mobile VPN users and Networked Printers

•Created and managed trouble tickets using an open-source ticketing system

•Prioritized platinum trouble tickets by user seniority (Administrators, C-level Executives) and by the direct impact to business operations.

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