Karimah Johnson

Washington, DC ***** C: 202-***-**** adu3ob@r.postjobfree.com

SUMMARY

To utilize my skillset in an environment that will allow me to learn new technologies, master the basics, and create a platform where I can integrate new pocket of information to feed on.

SKILLS & TOOLS

Ivanti, Active Directory, Bomgar, RSA Security Console, Remedy, Service Now, Remote Desktop, Cisco Anyconnect, Office 365, & MS Teams, Service Now

EXPERIENCE

Fairfax County Public Health Department Fairfax, VA

Helpdesk/IT Support Tech April 2021 – Present

Onsite User support for IT systems and processes

Works onsite in Health Department Point of Dispensing sites (PODS) for COVID-19 vaccination

Serves as first point or resolution for desktop/laptop related issues, or data systems related incidents.

Communicates with HD IT staff or Count IT staff as needed to escalate when onsite resolution is not possible.

Assists non-technical users with IT assets and data systems.

Troubleshoots system issues and escalates to software vendors as needed

Troubleshoots system issues and escalates to software vendors as needed.

Exports and moves data lists as needed between multiple IT systems.

Engage directly with onsite users, to include HD staff, County staff, volunteers, and clients

Customs Border Patrol Springfield, VA

Helpdesk Engineer Aug 2019 – April 2021

Gather Feedback: our product team loves to crank out features that our users are asking for

Password resets using Active Directory.

Providing remote support using MS Teams, Quick Assist, or Ivanti

Assisted with Windows 10 migration and deployments.

Managed and troubleshoot network settings like Internet Properties, TCP/IP, DHCP, DNS, Remote Desktop, VPN utilities and wireless for Windows 7/10

Work with multi-tiered ticket handling/resolution systems such as Remedy, Jira, and Service Now

Participated in on-call rotation for support.

Provided technical support for VPN issue pertaining to Multifactor authentication.

Resolved issues via email, chat, and phone.

G4S Solutions Washington, DC

Service Desk Analyst Mar 2017 – Aug 2019

Password resets

Providing technical phone support for end users

Replacing workstation peripherals for in-house users.

Installing network printers for users

Assisting users with email setups on their company iPhones

Assisted users with VPN issues that involved RSA token logins.

United States Postal Service Washington, DC

Supervisor June 2015 – Mar 2017

Supervises carrier activities; evaluates the daily workload and makes carrier and route assignments; calls and assigns auxiliary carriers and messengers; makes temporary changes in routes and time schedules and authorizes overtime work.

Establishes work schedules and allocates work hours to meet service requirements; reschedules assignments based on changes in mail volume and human resource availability.

Ensures compliance with vehicle maintenance and inspection schedules; monitors vehicle service contracts; may investigate vehicle accidents.

Evaluated and authenticated returns, exchanges and voids

EDUCATION AND TRAINING

Hope Project Washington, DC

HDI Support Center Analyst Certification April 2020

Comptia A+ Jan 2019

University District Of Columbia College Washington, DC

Associates continuing education

Suitland High School Suitland, MD

General Studies Aug 2008 – May 2012

Earned High School Diploma

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