Customer Service Assistant

AARON JOHNSON

Harker Heights, TX ***** “Open to relocation”

520-***-**** *********@*****.***

https://www.linkedin.com/in/aaron-johnson-6a62bb19a/

HELPDESK NETWORK & SERVER SUPPORT NETWORK INFRASTRUCTURE TROUBLESHOOTING

IT Support Specialist and Military Veteran with diagnostics, troubleshooting, and systems repair experience. Consistently have achieved exceptional and measurable results while leading teams in dynamic, fast-paced, challenging, demanding environments with proven reliability. Continually exceeded expectations through quality technical services and timely delivery of services, while ensuring compliance with the organization policies. Possess extensive knowledge in customer service, helpdesk operations, networking concepts, installation, and configuration of computer systems. Adept at quickly mastering new concepts and has a desire to master the latest technology. Career supported by the recent completion of an Associate of Science in Information Technology.

Technical Support

Team Leadership

Diagnostics

Customer Account Support

Problem Resolution

Network Asset Management

Installation Configuration

Data Management

Quality Assurance

EDUCATION CERTIFICATION

Bachelor of Science in Management In Pursuit

Associate of Science in Information Technology Phoenix University – 2019

Cybersecurity Certification in Assurance and Security – 2019

Google IT Support Certification – 2020

Relevant Coursework: Windows Server Configurations, Computer Network Defense, IS Security Concepts

OVERVIEW OF KEY ATTRIBUTIONS

Exceptional Customer Service: Strong communication skills to understand customer needs and provide results. Track history of successfully dealing with difficult personalities to resolve dissatisfaction.

Independent and Team Collaborator: Enjoy collaborating with others as well as completing tasks independently. Eager to motivate and inspire others to deliver their best.

Organized and Motivated: Skilled in maintaining order. Able to seamlessly multi-task long and short-term priorities to generate desired results.

PROFESSIONAL EXPERIENCE

Aerotek – Fort Hood, TX 2019

Mechanic

Completed the suspension upgrades and full kit change-outs for 300+ Bradley Fighting Vehicles

Removed and installed components for the Bradley Fighting Vehicle to include operating and inspecting machines/ equipment, dismantling, and reassembling equipment, and testing overhauled equipment to ensure proper orientation

Collaborated with a team of 20 mechanics and material handlers

United States Army – Various Locations 2011 – 2017

Mechanic Mechanic Assistant

Maintained a fleet of 200 vehicles, managing more than $300K in assigned tools and equipment while performing maintenance and repairs

Conducted diagnostics and troubleshooting on vehicles and equipment; tested vehicle components and followed the most cost-effective solution

Performed maintenance, repair, and parts installation on vehicle electrical systems, diesel engines, hydraulic systems, brake systems, steering and suspension systems, driveline components, and more

Utilized specialized equipment to conduct diagnostics including multimeters, motor analyzers, oscilloscopes, and ohm-volt meters

Led repairs of diesel engines, checking oil/ fuel lines, seals, shafts, wiring harnesses, and generators to ensure vehicle safety, directed mechanic maintenance team on their daily duties and missions

Monitored procedures and operations, quickly identifying any potential safety hazards to maintain a safe working environment and ensure compliance with safety standards

AARON JOHNSON, PAGE 2.

Mechanic Mechanic Assistant (Continued

Maintained a parts and materials inventory valued above $300K to ensure continued availability of critical elements which helped to reduce repair time; submitted re-supply orders

Assisted senior mechanics in preparing for and performing maintenance and repairs on light, medium, and heavy vehicle repairs

Provided cause/ effect vehicle malfunction reports and repair recommendations; completed vehicle road testing after repairs to verify quality and safety

Completed preventative maintenance including service belt checks, hose evaluation, steering system testing, glow plug replacement, and wheel bearing checks

Ensured continued reference to technical manuals, charts, schematics, and diagrams to diagnose and quickly resolve issues

Operated and maintained recovery vehicles and how to use standard procedures to rig and recover wheeled vehicles, sub tasked in oxygen and acetylene gas welding, recovery methods, boom and hoist operations, winch operations and recovery of mired, overturned and disabled vehicles

Teletech – Tucson, AZ 2007 – 2009

Customer Service Representative

Tracked customer concerns along with completed maintenance and repair work; maintained daily request/ repair logs

Managed customer account support, tracking more than 1,000 incoming and outgoing packages each month; maintained customer request and shipping information records

Responded to customer requests and questions, providing education on available products, pricing, and services

Maintained customer payment records including cash drawer control; completed nightly intake reports to ensure accurate profit details

Led investigations into missing and damaged packages, collecting information on possible loss, theft, and misconduct

Afni- Tucson, AZ

Customer Service Associate 2006 – 2007

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner

Built long-term customer relationships and advised customers on purchases and promotions

Answered on average 50 calls a day, solving problems and providing new product information

Blockbuster Video – Tucson, AZ 2003-2006

Customer Service Associate Shift Leader

Conducted regular product inventory, checking rentable materials in and out and tracking more than 10,000 items through an electronic system

Tracked and managed customer account information and data; processed account upgrade and downsizing per customer request

Directed employees through their daily routines; kept employees motivated and resolved conflicts and was able to make hard decisions

NOTABLE AWARDS

Army Commendation Medal

Army Achievement Medal

COMPUTER COMPETENCIES

Basic Computer Architecture, Operating Systems (Windows, Linux), Remote Connection and Virtual Machines

Computer Networking, Software Management, Troubleshooting, Routing Concepts, VPNS And Proxies, Permissioning

Package and Software Management, Process Management, Resource Monitoring, Systems Administration, Configuration

Centralized Management, Implementing/Managing Directory Services, Data Management and Recovery, IT Security

Cryptology/Encryption, Hashing, Network Security, Binary Code, Domain Name System (DNS), Ipv4, Network Model, Lightweight Directory Access Protocol (LDAP), Command-Line Interface, PowerShell, Wireless Security

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