Bacchus Johnson

Support Analyst III /NOC -Team Lead - Boeing

Columbia, SC

adu6gp@r.postjobfree.com

+1-803-***-****

Over 17 years' experience in supporting Servers and Desktops applications with system integration and implementation experience as well as Help Desk management, Systems Administration and Networking. A+ Dell, Microsoft MCP and Microsoft Back office certified. Work Experience

Field Technician

Solai & Cameron/ Fujitsu - Richardson, TX

December 2019 to December 2021

Maintain and service POS systems for retail stores and grocery chains replace and repaired systems as needed. Maintain inventory and responded to customers onsite and by phone. Upgraded hardware and software.

Support Analyst III /NOC -Team Lead

Boeing - Blythewood, SC

January 2013 to December 2019

• Monitor support que's for new incoming alerts to identify customers problems.

• Perform Enterprise Desktop support troubleshooting to isolate point of failure on hardware, printers, Network, operating systems, storage, VOIP and applications.

• Use HP OpenView tools to perform diagnostics and clear errors.

• Perform Windows 7, Windows 7 Enterprise, Windows NT and Windows 10 administration/support including, GPO (Group Policy Object) and Windows Security, SCCM and Active Directory.

• Open and close calls for customers as well as meeting SLA's standard set by customer.

• Work on multiples task resolving questions and issues. Open up escalation and communicated with Vendors.

• Support customers on multiple platforms and environments Including experience with Windows Server 2008 and Windows Server 2012.

Remote Support Analyst

Advance Imaging System - Pineville, NC

December 2011 to December 2012

• Supported Software and Hardware issues remotely.

• Diagnosed and resolved technical issues including MDM iPhone issues.

• Advised users on appropriate actions.

• Followed standard procedures.

• Logged all ticket interactions.

• Identified and escalated situations requiring urgent attention.

• Tracked and routed problems and requests and documented resolutions.

• Prepared activity reports.

• Stayed current with system information changes and updates. Support Analyst III/Contractor

Blue Cross Blue Shield - Columbia, SC

August 2004 to November 2011

• Responsible for supporting hardware & applications LCAS Customers

• Responsible for the maintenance, control, and support activities/tasks associated with the proper utilization of the Leveraged Core Application Systems applications and hardware.

• Made recommendations to management on activities associated with the implementation, maintenance, enhancement, control, and performance of the LCAS applications.

• Developed and executed approved problem resolution actions with regard to utilization of the LCAS applications.

• Perform Windows 7 and Windows 7 Enterprise administration/support including, GPO (Group Policy Object) Active Directory and Windows Security.

• Conducted follow-up activities and reported when applicable on events associated with resolution actions.

• Participated as the LCAS representative on committees, working groups, or task forces associated with the applications.

• Participated in the development of design, implementation, and support recommendations based on long-term IT organization strategy with regard to the applications.

• Was the LCAS Support Team member responsible for activities associated with the application troubleshooting

• Handled Work Level II Help Desk tickets.

• Created processes and standards for support tasks.

• Monitored the security groups and assignment of users, including the creation and configuration of environments, identification and application of fixes.

• Acted as the LCAS Support Team representative in the coordination and implementation of upgrades; reviewed and made recommendations with regard to service level agreement content between BCBSSC and LCAS vendors with I/S purchasing.

• Established processes and documentation for OCR scanner and workstation hardware and software support activities, image connectivity and support.

• Provided Image Capture Support (MTI-AnyDoc, Capture It, Dakota, DataCap), and organization and management on shared drives.

• Acted as an internal consultant, advocate, mentor, and change agent.

• Led or participated in work sessions for planning and implementing installations and problem resolution.

• Provided 24X7 on-call support for overall performance of the LCAS applications and hardware.

• Monitored system performance. Provided near real-time data and developed reports as required.

• Acted as the focal point and provide coordination for BCBSSC components and vendors on issues/ events concerning LCAS application activities.

• Executed other duties and assignments as directed by LCAS management team.

• Led projects associated with web application installation upgrades and migration including

• designing and testing the server.

• Ran SQL queries against database to modify or make changes.

• Worked with vendors involved in the application on installation and ongoing support.

• Managed applications servers and setup new accounts. Technical Support Contractor

Richland County Schools - Columbia, SC

September 2003 to July 2004

• Technical engineer for hardware and support for end-users in Richland School District One.

• Maintained hardware as well as re-mote PC's.

• Networked troubleshooting.

• Supported end-users on various software applications.

• logged tickets into Heat tracking system.

Level III Support Engineer

Eastman Kodak - Monroe, NC

January 2000 to August 2003

Document Imaging Division)

• As lead member of the Ivory Document imaging development team worked with QA testing of new releases of software and was liaison with hardware vendors.

• Main duties were to provide support of document imaging clients as well as Kodak field engineers on new installations.

• Supported all OCR software and hardware activities.

• Made recommendations to management on the enhancement of products as well as lead on new implementations.

• Implemented weekly meetings to execute strategy to improve problem solving resolutions for OCR applications.

• Troubleshooter from network to desktop for all SCSI hardware and software problems.

• Created knowledge base for all known issues.

Education

BA Degree

Grambling State University - Grambling, LA

Skills

• Cisco

• Dns

• Exchange

• Remedy

• Tcp/ip

• Citrix

• Dhcp

• Ras

• Tcp

• Vmware

• Vpn

• Wins

• Ms access

• Oracle

• Sql

• Ftp

• Http

• Imap

• Ipx

• Smtp

• Active Directory

• LAN

• Operating Systems

• Microsoft Windows

• Microsoft Windows Server

• Network Support

• Help Desk

• Computer Networking

• Microsoft Exchange

Assessments

Customer Focus & Orientation — Proficient

June 2020

Responding to customer situations with sensitivity Full results: Proficient

Technical support: Customer situations — Completed July 2020

Responding to technical support situations with sensitivity Full results: Completed

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

SKILLS

Operating Systems: Windows7, Windows 10, Windows NT, Window XP Linux, UNIX Network OS: Microsoft NT4/2000/2003, Novell, Window 2003 -2008, Microsoft Exchange Servers, Dell Servers, VMWARE

Applications: Lotus Notes, CCMail, Exchange 5.5/2000, Ghost, PC Anywhere, Norton Corporate, Frontpage, Ms Access, SQL, Vertias Backup Exec. Remedy Heat call tracking system, AnyDoc Microsoft Back Office Products Citrix, Oracle Outlook Medical Manager HP Quality Center, 9.2 and 10.0 Adobe Product Suite HP Open View

Hardware: Dell, Compaq, Hewlett Packard, IBM Servers, Multiplexors, DLT backups, 3com Switches, Cisco Routers, Kodak, Cannon, Paninni, Ricoh, and Data Scan Scanners Protocols & Communications: TCP/IP, IPX, DHCP, DNS, WINS, RAS, SMTP, FTP, HTTP, POP3, IMAP, X400, VPN

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