Help Desk Support Technician
Resume:
Ahmed W Johnson
Long Island City, NY 11101
www.linkedin.com/in/ahmed-johnson-91757964
Job Related Summary:
** ***** ** ********** ** an IT Technician.
5+ years of experience in Windows.
10+ years of experience in performing (Hardware and Software) installation and troubleshooting of (servers, desktops and peripherals).
Extensive experience on help desk operations (handling tickets, upgrades, server restores, backups, employee moves, tool desktop and AV conference room setup and (Webex, Nexi and MS Office).
Summary:
Information Systems professional who multitasks, prioritizes and resolves issues in challenging and diverse environments.
Recognized as an excellent communicator, can work alone or on a team and possess excellent skills: NOC, analytical, customer service, training, system support, communication, relationship building, documentation and conflict resolution.
Professional Experience:
LaGuardia Community College – Long Island City, NY September 2022 - Present
Men’s Head Soccer Coach
Focusing on personal growth and mentorship for student athletes.
Integrating analytical skills to enhance team dynamics and overall individual performance.
Conducting and organizing training, practices, scrimmages for physical competitive matches.
Employing data analysis and effective communication skills for NJCAA Region 15 Soccer website using Presto-Sports application tools.
FDNY (Purvis Systems) – Brooklyn, NY February 2023 – April 2024
Senior Help Desk Technician (Consultant)
Directed large scale department projects for FDNY 911 computer upgrades, reboots and application deployments.
Provided initial LAN computer hardware and software repair for Windows 10 and Microsoft Office 365. Printer configuration, set up and repair of PD rollout printers for EMT operators.
Resolved over 250 Service Now tickets for machine repairs of Fire CAD, and Voice Alarm PC’s.
Responsible for Remote Administration into Firehouse PCs for system reboots and updates.
Pret A Manger, New York, NY March 2022 -Sept 2022
System Administrator/Technical Help Desk Analyst
Provided remote technical support to office staff solving Service Now incident tickets and requests.
Performed Active Directory administration (unlocking accounts, creating users, assigning rights, etc.)
Supervised technical staff, lead projects, trained end users and produced documentation.
Managed system installations providing support for 40 + stores in NYC (repairing till credit card machines, broken cash register screens. Scanners, broken laptops, iPads, iPhones and MacBook.
TransCore,New York, NY, September 2019 - Feb 2022
Technical Help Desk Analyst/Lead Customer Service Representative
Monitored NYC Highway Tolls and Bridges using remote administration software.
Supervised technical staff, lead projects, trained end users and produced documentation.
Maintained end user Database and provided support on proprietary software and MS Office Products.
Performed (Hardware and Software) installation and troubleshooting of (servers, desktops and peripherals).
APM Terminals, Newark, NJ December 2016 - August 2019
Senior Help Desk Technician (Consultant)
Managed small-scale department projects involving (rollouts, deployments and upgrades).
Supervised technical staff, lead projects, trained end users and produced documentation.
Provided initial LAN, computer hardware, Windows, Microsoft Office (2013, Office 365).
Coordinated physical setup and configuration of (servers, PCs, printers and other peripherals).
Tracked and reported incidents, provided timely response to support requests and ensured compliance.
Technical Skills:
Windows (2011,2010, 2008, 2007), Unix, Linux, VMware, Control M, Legato, Veritas NetBackup, Switch Configuration -VLANS, DNS, Firewall Configuration- Cisco, Microsoft Office 365 and Multi-Factor Authentication Verification.
Education:
State University of New York (Albany, NY). B.A. 1992
Bloomberg University/Learning Tree: Various (Professional Development, Systems-Specific, Certification and Support) courses to include Networking (Cisco, Juniper, Nortel), Server, Desktop Compliance, Communication, System, Windows, VMware, Linux (Red Hat) and Unix.
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