JOSHUA D. JOHNSON

adel4r@r.postjobfree.com 404-***-**** 1474 S Gordon Street SW Atlanta, GA 30310 PROFILE

Information Technology professional with over 7 years of experience in providing profound on-site and remote customer support and project managing, looking to secure a role in a leadership capacity that will enable me to utilize my profound command competency, extraordinary communicational skills, exceptional organizational mindset, cross-departmental supervisory skills, and my ability to collaborate with others as a team leader.

AREAS OF EXPERTISE

Enterprise Technology Implementation, Systems Engineering, Hardware Configuration, Software Installation and Integration, Hardware Procurement and Deployment, Asset Management, Apple Certified Mac & iOS Technician, Mac System Disassembly and Reassembly, Windows OS, JAMF, Oomnitza, Zendesk, Billing Software, Bettercloud, AWS Could Directory, Expert Communicational Skills, Strong Conflict Resolution, Team Building and Mentoring, Vendor Management, Customer Service Knowledge, Implementing Company Policies, Contracts and Negotiating, Punctuality, Reliability, Microsoft Office Suite, Adobe Pro, G-Suite, Problem solving EXPERIENCE

IT SPECIAL PROJECTS LEAD

COMPASS, ATLANTA, GA – 2018-2020

• Oversee and execute the development and maintenance of internal technical systems while overseeing a team of 5 growing it to 10+ nationwide.

• Ensure all projects satisfy stakeholder requirements by actively coordinating / participating in project testing, end-user training and project evaluation.

• Help design IT systems for a growing base of offices ensuring that technology is effectively deployed to support a high growth company nationwide.

• Help to improve the overall IT systems, build out standard procedures and support scalability.

• Monthly presentations on projects status, roadblocks, challenges, successes and other important KPI's to the board of management and other relevant parties.

• Providing Tier 2 and Tier 1 escalated level support as a network administrator, both remotely and on-site for multiple state office locations.

SR INFOMATION TECHNOLOGY ASSOCATE TIER 2/TIER1

COMPASS, ATLANTA, GA – 2017-2020

• Providing Tier 2 and Tier 1 level support as a network administrator, AWS cloud directory support, and software/hardware support both remotely and on-site for all departments in multiple office locations, via Zendesk ticketing system to roughly 400+ staff.

• Assisted with setup for 2 permanent office spaces and 3 temporary office spaces across GA including wireless and wired network, printers, all office hardware and software.

• Assisted with new staff on-boarding including Mac/Windows hardware procurement,Mac/ Windows hardware set up,account provisioning, and additional IT training.

• Help build out,monitor and support wired and wireless networks in all GA office locations.

• Assist in asset tracking and management of Mac/Windows hardware for 400+ staff via JAMF and Oomnitza

• Responsible for the imaging, deployment and recycling of Mac/Windows hardware.

• Provide on-site AV event support for staff and agents including AVequipment setup, live- streaming and recording.

J adel4r@r.postjobfree.com 404-***-**** Page 2 of 2 LEAD GENIUS/GENIUS/TECHNICAL SPECIALIST

APPLE INC; ATLANTA, GA – 2014-2018

• Provided leadership to a team of 80+ technicians in liaison with leadership exceed company goals and requirements

• Certified Mac repair technician successful at developing unique troubleshooting techniques, executing high quality in-store repairs, and providing software installation services to customers.

• Performed between 125-150 Mac repairs weekly and troubleshooting in a timely manner to meet the demands of customers’ time restraints all while maintaining expected metrics from leadership.

• Maintain a comprehensive knowledge of Mac hardware, Mac OS software trends, and new releases.

IT PROJECT MANAGER

HIRE DYNAMICS, ATLANTA, GA — 2013-2014

• Supported multiple projects from requirements gathering through Go-Live on multiple accounts across the business; primarily responsible for upgrades to our suite of recruiting tools.

• Managed phases of the Software Development Life Cycle such as analysis, design, development, testing, user acceptance and maintenance.

• Managed an offshore development team for development and maintenance of software platforms.

• Developed internal and client facing technical and business documentation for our HireDynamics suite, and presented using Microsoft Project and PowerPoint.

• Acted as the SME for multiple HireDynamics systems and lead training and product demonstrations to current and prospective clients. CUSTOMER SERVICE ESCALATIONS MANAGER

CONVERGENT, ATLANTA, GA — 2010-2013

• Conferred with customers via telephone and provided information about products and services, take and entered orders, canceled accounts, and obtained details of complaints.

• Maintained records of customer interactions and/or transactions, recording of details of inquiries, comments, or complaints, as well as actions taken.

• Trained new hires on IVR, Avaya, Bill Matrix, Kubra and internal billing systems. Determined charges for services requested, collected deposits or payments, as well as arranged for billing.

• Referred unresolved customer grievances to designated departments for further investigation. Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or billing adjustments.

• Complete contract forms, prepare change of address records, or issue service discontinuance orders.

EDUCATION

AMERICAN INTERCONTINENTAL UNIVERSITY, ASSOCIATES – 2010 NORTH ATLANTA PERFORMING ARTS HIGH SCHOOL, DIPLOMA – 2004 REFERENCES UPON REQUEST