Information Technology Professional

Johnathon Johnson, MBA

San Antonio, Texas 623-***-**** ************@*******.*** linkedin.com/in/johnathonjjohnson SUMMARY

Collaborative and determined Mid-level Information Technology professional and retired US Air Force Veteran of 10.5 years currently looking to reach the next level of Information Technology career field. Formerly held an Active Secret Clearance. Gained experience in Aircraft Armament Systems career field while in the military but always held a passion for the IT industry. Recently attended the Computer User Support Specialist program at ACI Learning to better prepare for an IT-focused position. Recently obtained ITIL & Security+ certifications and actively working toward A+ and Network+ certifications. E D U C A T I O N & T E C H N I C A L T R A I N I N G ACI Learning Tech Academy On-Site Campus

Computer User Support Specialist Program Completion Date: September 2024 University of Phoenix San Antonio, Texas

Master of Business Administration Completion Date: February 2016 University of Phoenix Phoenix, AZ (Online)

Bachelor of Science in Business Completion Date: August 2014 C E R T I F I C A T I O N S

CompTIA Security+ November 2024

Axelos ITIL 4 Foundation August 2024

ICAgile Foundation August 2019

P R O F E S S I O N A L E X P E R I E N C E

Johnson Tech Solutions

IT Support Specialist October 2024 – Present

• Provide technical troubleshooting and customer support, resolving various issues related to hardware, software, and network perfor- mance, ensuring consistent client satisfaction.

• Configure and maintain IT systems, such as workstations and peripheral devices, contributing to fewer system interruptions and smoother operations for small business clients.

• Conduct assessments of client IT setups and recommend optimizations, resulting in improved operational efficiency for clients' everyday tasks.

• Support clients in adopting new technologies, offering personalized training and configuration services to ensure a smooth transition and successful setup.

• Create clear and user-friendly documentation for end users, helping reduce the need for follow-up support and empowering clients to troubleshoot basic issues independently.

• Assist in implementing basic cybersecurity measures, ensuring that clients' data remains protected and systems operate securely. DXL Group San Antonio, Texas

Retail Sales Associate February 2024 – May 2024

• Conducted regular inventory checks, maintaining an accuracy rate of 98%, and utilized inventory management systems to track and reconcile stock levels, ensuring timely replenishment of high-demand items.

• Achieved a monthly sales target increase of 15% through proactive customer engagement and upselling, utilizing point-of-sale

(POS) systems to process transactions and manage sales data.

• Improved customer satisfaction scores by 20% by employing CRM tools to track customer interactions, resolve issues, and person- alize service, contributing to a 10% increase in repeat business. San Antonio, Texas

Planned Career Break April 2023 – February 2024

During this period, I took a planned career break to conduct comprehensive research on the IT job market. This time allowed me to evaluate emerging trends, assess career opportunities, and align my skills with industry demands. This strategic break has equipped me with a clear understanding of current market dynamics and prepared me to return to the IT field with a targeted and informed approach. Accenture Federal Services San Antonio, Texas

Test Engineering Analyst August 2019 – April 2023

• Developed and managed over 200 comprehensive test cases per project, ensuring alignment with functional requirements and user stories, resulting in a 30% improvement in test coverage and accuracy. Johnathon Johnson San Antonio, TX 623-***-**** ************@*******.*** linkedin.com/in/johnathonjjohnson

• Authored and executed manual test scripts using Excel, contributing to a 25% reduction in testing cycle time and enhancing overall test efficiency.

• Identified, logged, and tracked software defects using Jira, with a 95% defect resolution rate and a 20% reduction in critical issues affecting production environments.

• Implemented quality assurance procedures and conducted rigorous end-to-end testing, achieving a 40% decrease in post-release defects and ensuring adherence to project specifications and standards. San Antonio, Texas

Medical Leave September 2018 – August 2019

During this period, I was on medical leave to address a health matter and to ensure a full recovery. Additionally, I completed two IT training programs to enhance my technical skills and to stay current with industry developments. This proactive approach helped prepare me to return to the workforce with renewed focus and updated expertise. Spectrum Association Management San Antonio, Texas Community Manager March 2017 – September 2018

• Oversaw vendor relationships and performance for multiple service providers, negotiating contracts and achieving a 15% cost re- duction through strategic sourcing and competitive bidding processes.

• Processed and managed over 100 invoices monthly, utilizing accounting systems to ensure accurate and timely payments, reducing processing time by 20% and minimizing errors.

• Coordinated and facilitated successful board and annual meetings, including the preparation of detailed agendas and documentation, resulting in a 25% increase in attendee satisfaction and engagement. J.P. Morgan Chase San Antonio, Texas

Debit Card Fraud Prevention October 2015 – March 2017

• Verified and authenticated over 200 customer identities daily using secure verification protocols, reducing unauthorized access inci- dents by 30% and enhancing account security.

• Investigated and reviewed customer accounts for fraud and suspicious activity, analyzing transaction patterns and account behavior, which led to a 20% decrease in fraudulent transactions.

• Managed the servicing of abandoned debit cards and coordinated the issuance of replacement cards, providing customers with real- time tracking updates, which resulted in a 15% reduction in replacement card processing time. M I L I T A R Y E X P E R I E N C E

U.S Airforce Various Locations

Aircraft Armament Systems Journeyman July 2000 – January 2011

• Maintained and repaired aircraft armament systems and equipment, ensuring 100% operational readiness for over 50 combat missions.

• Conducted technical inspections and troubleshooting on advanced electronic systems, reducing downtime by 30% through effec- tive diagnostics and maintenance.

• Developed and executed training programs for 20+ personnel, improving team proficiency in armament systems by 40%.

• Utilized data analysis tools to track equipment performance metrics, leading to a 25% reduction in maintenance costs over two years.

• Directed 10 team members and oversaw maintenance operations for mission-capable aircraft valued at $2.4B.

• Coordinated and performed inspections on equipment and systems valued at $50M.

• Preserved and maintained the serviceability of aircraft through inspection, installation, removal, replacement, troubleshooting, and maintenance of systems and associated components.

• Supervised. Consulted, maintained, and provided solutions to technical maintenance through analysis and evaluation on quality.

• Determined training needs and discussed with upper management on completing refresher training; evaluated performance and training standards of personnel.

S K I L L S

Technical Skills – Project Management, Network Security, Threat Assessment, Access Control, System Monitoring, Malware Identification, Log Analysis, Cyber Security, Threat Intelligence Analysis, Security Assessments, Social Engineering, Malware Defense Strategies, Incident Response, Digital Forensics, Risk Management, Data Privacy and Protection, Identify Security Threats, Microsoft Office 365, Logs and Records, Network Design, Hardware Maintenance, Software Maintenance, Hardware Support, Software Support, Troubleshooting, Data Analysis, Operating Systems, Data Backup, System Administration, Configuration Management Soft Skills – Communication, Problem Solving, Patience, Empathy, Teamwork, Critical Thinking, Attention to Detail, Time Management, Adaptability, Customer Service Orientation, Stress Management, Conflict Management, Leadership, Management/Supervision, Lifelong Learner, Growth Mindset, Positive Attitude!

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