Customer Service Manager

JOHNIE ROGERS

SUMMARY

Johnie is an experienced helpdesk analyst with over 10 years of experience. Level 1-3 end user support, and in his current role at Belk, he has gained hands on experience creating demos

and hardware installations of POS systems. He has also been responsible for analyzing and resolving hardware, software, and network problems such as operational procedures, software conflicts, hardware failures, error messages, and connectivity issues.

Excellent communications skills, local to Charlotte NC, and available to begin onsite with 2 week notice. Available for a phone or F2F interview with 24-48 hour notice.

TECHNICAL SKILLS AND PROFICIENCIES:

•Technician, Windows 7 / 8 OS X Support

•Level 3 End User Support

•Active Directory

•Microsoft Office Suite

•Air Watch/Active Sync

•Strong Interpersonal Communication Skills

•Security Software (MacAfee & Dell Encryption)

•Desktop/Laptop/Tablet/Mobile Device Deployments

•Tivoli Mgmt. Tools (Remote Control, Software Distribution)

•Imaging tools (Norton Ghost)

•Point-of-Sale hardware and software

PROFESSIONAL EXPERIENCE:

Belk, Corporation Office, Charlotte, NC IT Operations Analyst

January 2015 - Present

•Serving as lead Windows 7 migration technician corporate office and for offsite distribution and

fulfillment centers in Jonesville, SC and Jackson, MS. I

•Supporting end users to ensure that IT needs are met and work functionality is restored as soon as 11

•Recommending temporary solutions and workarounds for users until normal system functionality is I

fully restored. !

•Analyzing and resolving hardware, software, and network problems such as operational procedures,

software conflicts, hardware failures, error messages, and connectivity issues. I

•Replacing/repairing IT hardware components and peripherals.

•Identifying viruses on network and following scan/removal process before reimaging infected I!

computers. L

•Installing Palo Alto Networks firewalls to run performance tests before shipping out to each store. ii

•Documenting and updating operational procedures and software installation instructions based on '

changing software/hardware requirements.

•Managing and delegating software/hardware resources efficiently to ensure maximum system performance and end user satisfaction.

•Managing user/computer descriptions and OU assignments in Active Directory.

•Monitoring quantity of IT assets and reporting IT asset needs to the asset manager in order to maintain adequate levels of necessary hardware components/peripherals (laptops, iPads, laptop batteries, mice, keyboards, docking stations, RAM, etc.)

•Installing/configuring software manually or with IT Client Manager inhere is an available software package

•Configuring iPod and iPad software for Belk stores and fulfillment center use.

•Installing and maintenance all onsite company projectors, microphones, speakers, and other audio/video equipment.

•Working closely with network team to configure network settings and ensure proper connectivity and functionality of conferencing equipment

•Providing on-call support to assist Belk users and executives with audio/video conference calls, presentations, and meetings,

•Set up all A/V equipment for Belk, inventory projectors, Audio/ Video/Web X

TIAA-CREF, Charlotte, NC 2010-2015

Desktop Support Technician

•Assistant Project Manager, involving training room setup,LAN,WAN, Server support

•Installed, configured, tested, maintained, monitored and troubleshoot end-user workstations

•Maintained, upgraded, and managed all desktop applications

•Built images and executed deployment using ghost

•Performed onsite analysis, diagnosis, and resolution of complex desktop problems for end-users

•Assessed the need for and implement performance upgrades to PC

•Installed software packages using Tivoli Endpoint Manager Console

•Performed remote takeovers using Tivoli Endpoint Manager Remote Console and Domain Controllers

•Efficiently performed break-fixes on PC workstations and laptops

•Effectively handled escalation tickets from the helpdesk for 2nd level support maintenance

•Installed new platform workstations and laptops with ease and proficiently

•Installed and assisted users in Share Point problems with patience

•Used Active Directory to add User to the right OU using Domain Controllers with excellence

•Professionally assisted new customers with reimaging and setting PC issues

•Proficiently handled McAfee security and data protection issues for users

Hewitt Packard, Charlotte, NC

Print Network Security Administrator

•• Provided administration and security for printer network of Bank of America

2009-2009

•Monitored and update firmware for all printer models,1

•Facilitated project migrations

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•Maintained database for Web Jet Admin. I

Wachovia Bank, Charlotte, NC

IT Technical Specialist II & Customer Service & Sales Support

•Upgraded and configured Window XP and Vista for desktops and laptops

•Supported programmers with internal and external issues

•Monitored system software and hardware for potential and apparent errors

•Completed data set management and retention processes to ensure proper backups and restores

1998 -2008

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•Installed and configured the Operating System (OS) and other Microsoft application software

•Assisted customer service representatives with service on financial accounts (Checking, Savings, IRA's, Consumer Loans and Foreign Currency)

•Answered escalated calls to troubleshoot clients problems

•Acted as liaison between upper level management and staff level personnel

•Managed deposit accounts for customers from inbound calling

•Verified on-line transactions such as wire transfers and customer initiated deposits

EDUCATION:

ITT Technical Institute, (2007 - 2009) Charlotte, NC Associate in Applied Science - IT, Computer Network Systems

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•Created demos and handled hardware instillations of POS systems

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