TERRENCE JOHNSON

Henderson, NC, *****

252-***-**** adkhb3@r.postjobfree.com

www.linkedin.com/in/terrence-johnson-633060139

INFORMATION TECHNOLOGY SPECIALIST

Information Technology Specialist with proven experience in customer service, refining and improving information technology (IT) services lifecycles, and IT troubleshooting. Possesses a comprehensive background in operations management, system upgrades and installation, customer service, data analysis, and training and development. Extensive experience troubleshooting equipment, project management, and personnel management. Career supported by a Bachelor of Science (B.S.) Computer Science and Business, Cisco CCNA, CompTIA A+ and a CompTIA Network+ certification.

IT Problem Solving

Training Development

Software Installation

Customer Service

Systems Analysis

Network Administration

Diagnostics Repair

Help Desk Troubleshooting

Operations Management

EDUCATION CERTIFICATIONS

Bachelor of Science (B.S) Computer Science and Business North Carolina Central University

Cisco CCNA

Lean Six Sigma Yellow Belt

CompTIA A+ Certification -IT Technician

CompTIA Network+

Microsoft Certified Systems Administrator (MCSA)

RELEVANT EDUCATION

Project Manager

Supervised a crew of 4 to 15 members on the proper installation of commercial glass, commercial flooring and painting; Trained and mentored all employees on the proper safety and installation

Maintain accurate customer accounts in the company computer system by keeping track of data, personnel information, inspections, audits, and local and state policy changes

Completed all purchase orders & customer invoices; fulfilled customer shipping needs; maintained timely correspondence with clients throughout the duration of sale; communicated order status; provided tracking and confirmed delivery

System Analysis

Knowledge of IT support and help desk functions, managing work queues, establishing and maintaining user accounts, profiles, file sharing, access privileges, and systems security

Applied ITIL principles to each work environment; maximized information technology integration and developed best practices for computer use among coworkers

Monitored for attacks, intrusions, and unusual, unauthorized or illegal activity; identified potential weaknesses and implemented measures, such as firewalls and encryption

Network Administrator

Monitored daily backups, antivirus status, shared storage space and network activity, adjusting network equipment and settings as needed

Diagnosed and resolved all network related issues; supported and maintained LAN / WAN and related equipment

Configured end-user devices such as laptops/desktops, printers, and shared office equipment

Security Manager

Practiced tactics to ensure system safety and security, user support, backup and restoration procedures, and troubleshooting system errors

Focused knowledge on efficient search and data mining capabilities to give users necessary capabilities along with enough ease of access

Investigated security problems within system administration and constructed solutions to resolve issues with the use of diagnostic tools

RELEVANT EXPERIENCE

TERRENCE JOHNSON PG. 2

Customer Service

Represented Customer Service in cross-functional teams developing telecommunication products/systems for each assigned product line, individual release, and/or specific feature

Performed software upgrades to point-of-sale equipment for Marathon Convenience stores located in the Southeastern USA

Performed customer education of the new features and equipment; Debugged and refined the existing procedure in-field when the new software procedure failed

Provided in-house first and second-tier support to my team that cut support time by hours and days; Completed 100% of daily upgrades during a 6-hour maintenance window

EMPLOYMENT HISTORY

Project Manager DWJ Services Greensboro NC Sept 2020 - Prersent

Technical Support Computer Aid Durham, NC May 2019 – Aug 2019

IT Customer Service ITS Intern Durham, NC NCCU Aug 2018 – Nov 2019

Business Owner 3 Point Glass Clayton NC Jan 2012 – Jan 2015

Software Upgrade Engineer Manpower IT(AllScripts) Raleigh, NC Feb- 2010 – Nov 2011

Software Upgrade Engineer Tekelec Raleigh, NC June – 2010- Nov 2011

TECHNICAL COMPETENCIES

Networking: LAN, WAN, VPN, Wireless, Switches, Routers, Wi-Fi, VOIP

Programming: Java; HTML; CSS; C++; Python; Visual Basic,

Operating Systems: Mac; Microsoft Windows; Linux / Unix

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