Linda Johnson J.

Concord, California ***** • 925-***-**** • adwauw@r.postjobfree.com

Qualifications Profile

Solutions-oriented and highly motivated with ability to leverage strong training and technically savvy knowledge with extensive experience managing customer service, product support, software integration, document control, and quality assurance functions.

Readily match business objectives with available technologies to meet short- and long-range information management goals.

Deliver comprehensive support for customers, colleagues, and executive leadership with a proven track record of successful information management and administrative process development within strict timelines. Attention to Detail, Customer Service, Oral Communication, Problem Solving without supervision.

Proven ability to perform comprehensive root-cause analyses while diagnosing and optimizing management information systems, reducing redundancy, and saving time. Oral Communication: effectively expresses information, consider the audience and nature of the information, makes clear and convincing oral presentations, listens to others, attends to nonverbal cues, and responds appropriately.

Proactively identify emerging technologies to establish secure, robust information sharing. Work with CEC staff in selecting/piloting, testing, and implementations.

Talent for quickly learning new information, procedures, and technologies.

Experience and training in dispatching to emergency (Fire, Police rescue) agencies and Technical Administrator(s). Core Technologies

Environments:

Windows OS Product Family; MS-DOS, API/REST, Digital Certificates, Active Directory, SOAP/WSDL, ServiceNOW, HTML/XML, Linux, Salesforce, BMC Remedy, Service-Now, InFocus Mondo Pad, LINCPASS, EEMS, FSIS Applications, VOSS VoIP, Cisco Jabber, Cisco VoIP, FedEx Shipping Manager, 3M (MDS) Molecular Detection Software/Instruments, Gerstel MPS Robotic System/Instruments, USAccess MCU/LAS Mobile Credentialing System(s), Systec ADS AutoClave, Illumina System(s), Local/Network Printers & App(s), SQL Server, MIR3 InEnterprise Product Family, TelAlert EMS, MIR3

Methodologies:

VoIP Setup, Dialogic(s), Modem, Internet, eMail, Text, Voice, Interactive Voice, Mobile Device(s)

Education and Credentials

Associate of Applied Science in Networking Technology, Emphasis: NT

Continuing Education: Network Security

Networking Technology

Heald College, School of Technology, Hayward, California

Graduated Top 5% of class

Associate of Applied Science in Computer Science and Electronics Technology

Emphasis: Computer Information Technology

Heald College, School of Technology, Hayward, California

Electronics Service Technology

Graduated Top 5% of class

Achieved Dean's List 2 consecutive years

Certifications

UNIX Level I

The Complete SQL Bootcamp Course, www.Udemy.com, COMPLETED

Continuing Education

The Complete Web Developer Course, www.Udemy.com, Pending

The Complete Cyber Security Course: Anonymous Browsing!, www.Udemy.com, Pending

IT Security Fundamentals Online Course, www.LearnSmartSystems.com, Pending

Security Clearance: USDA, KeyBridge, LLC., Semper Valens Solutions, LLC. (former: Solectron, Sun Microsystem)

Experience Highlights

KeyBridge LLC, Silver Spring, MD 20910

IT Technology Support Specialist (USDA – Alameda District & Western Laboratory), 11/08/2019 – Present, 40-hours p/Week

Provide onsite/field, and remote support, interact and work cross-functionally with internal and external users translating technical reasoning to technical and non-technical audiences alike. Enduing in projects with and other department(s) and, or team(s), as needed. Productive with limited to no supervision, ensure requests receive a response within a reasonable time-frame. Attention to detail: thorough when performing work and conscientious about attending to detail.

• Currently LINCPASS Certified.

• Experienced with PHIS, TaWeb LIMS, Bartender, Bax System Q7, DevCon 2, 3M (MDS) Molecular Detection SW, Gertsel MPS Robotics System, Systec Autoclave, USA Access/LincPass Lightening Credentialing and other FSIS Applications. Eagar to take-on new project tasks.

• Strong and dedicated support to Alameda District (Compliance, Investigators, Inspectors and Western Lab(s).

• Efficient with Lincpass, eAuth password association(s) and Login issues.

• Knowledgeable of EEOF, EEMS, Lincpass, eAUTH and Standard certification associations.

• Troubleshoot information technology issues, including networking, system/application access, software, and hardware

• Understand, analyze, and diagnose issues related to user configuration, network and security settings, hardware/software failures, etc. to resolution and achieving customer satisfaction.

• Efficient with VOSS VoIP, Cisco VoIP and Jabber setup, configurations and service requests.

• Provide updates to customers and management on the status of urgent, recurring, and high profile problems.

• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.

• Setup, configure, deploy and manage user computer(s)/peripherals, setup orientation conference room, activate network ethernet ports (upon request), Execute operating system updates, patches, and configuration changes. Install/configure new hardware and software. Experienced in Workstation and iPhone Setup(s).

•Experienced with FedEx Shipping Manager software install, backup/Restore Setup.

• Efficient in training new user’s (single or group setting) on software, hardware and mobile telephone setup and usage.

SEMPER VALENS SOLUTIONS, LLC., Canyon Lake, Texas

IT Technology Support Specialist (USDA – Alameda District & Western Laboratory), 05/22/2019 – 11/7/2021, 40-hours p/Week

Provide onsite, field and remote support, interact and work cross-functionally with internal and external users translating technical reasoning to technical and non-technical audiences alike. Enduing in projects with and other department(s) and, or team(s), as needed. Productive with limited to no supervision, ensure requests receive a response within a reasonable time-frame.

• Currently LINCPASS Certified.

• Experienced with PHIS, TaWeb LIMS, Bartender, Bax System Q7, DevCon 2 and other FSIS Applications.

• Strong and dedicated support to Alameda District (Compliance, Investigators, Inspectors and Western Lab(s).

• Efficient with Lincpass, eAuth password association(s) and Login issues.

• Knowledgeable of EEOF, EEMS, Lincpass, eAUTH and Standard certification associations.

• Troubleshoot, resolve t and, or escalate technology issues, including networking, system/application access, software, and hardware.

• Understand, analyze, and diagnose issues related to user configuration, network and security settings, hardware/software failures, etc. to resolution and achieving customer satisfaction..

• Determine if an immediate resolution is available and if not escalate the ticket to Tier 3 and/or above.

• Provide updates to customers and management on the status of urgent, recurring, and high profile problems.

• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.

•Setup, configure, deploy and manage user computer(s)/peripherals, setup orientation conference room, activate network ethernet ports (upon request), Execute operating system updates, patches, and configuration changes. Install/configure new hardware and software. Experienced in Workstation and iPhone Setup(s).

• Experienced with FedEx Shipping Manager software install, backup/Restore Setup.

• Efficient in training new user’s (single or group setting) on software, hardware and mobile telephone setup and usage.

MIR3 ECN WEST, Inc./CalAmp/Telamon, San Diego, California

Technical Services, 12/10/1998 – 9/30/2016, 40-hours p/Week

Administered 24/7 'Priority' technical and remote support to customers; resolved eMail, Support Portal, and Telephone WebEx inquiries regarding installation, configuration, upgraded, health-checks, debugs, 3rd-party product/API integrations, modems, TelAlert (IVR) Engines, and product licensing. Trained new-hires and customers; supported training documentation creation; provided documentation and FTP Access instruction for the TelAlert EMS and the MIR3 Intelligent Notification System. Assigned and logged technical support request tickets; ensured timely 'Service Level Agreements'; maintained database updates and provided assistance with Managed Services, implementations and product integrations. Constructed database reports that possess FAQs and their answers with various product features; interfaced directly with vendors and carriers.

Customized product integration, permitting TelAlert and Intelligent Notification Systems to efficiently communicate across various devices and modalities.

Experience troubleshooting API’s (using customized Java application, SOAP, XML, HTML and REST API).

Assist customers with installing mySQL/SQL Server on Linux and Windows platforms, running, testing and creating basic customized queries upon request.

Installed Linux operating system, drivers, drives, maintaining file system, FTP, VPN and creating basic backup.

Collect information and document bugs with Engineering for product issues that are impacting partners/customers.

Operate and maintained work assignments via laptop, pc and tablet utilizing both Windows and, or Linux operating system(s).

Strong ability to analyze hardware and software problems and develop technical solutions.

Understanding of application interdependencies and best practices

Provide technical support and training to staff of varying departments

Assure that all tickets requiring follow up work and/or calls receive appropriate attention

Provide technical support/training to partners, customers and staff of varying departments

Troubleshoot network related issues (wired and wireless).Attention to detail: thorough when performing work and conscientious about attending to detail.

Customer Service: works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations, knows about available products, and provide direct customer support for Mobility/Telecommunication functions for Agency customers including processing orders, providing receipts, inventory, deployments, changes, disconnects, troubleshooting issues, or other related functions.

Process tickets and record work details within the IT Service Management (ITSM) tool within established timeframes and according to established procedures.

Provide liaison activities to support secure operations of Telecommunication and Mobility functions.

Deploy devices and keeps inventory database up-to-date and accurate according to established procedures.

e is committed to providing quality products and services.

Oral Communication: effectively expresses information, considers the audience and nature of the information, makes clear and convincing oral presentations, listens to others, attends to nonverbal and responds appropriately.

Problem Solving: identifies problems, determines accuracy and relevance of information, uses sound judgment to generate and evaluate alternatives and makes appropriate recommendations.

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