Information Technology Support Technician
Resume:
JOSHUA L.
JOHNSON
Albuquerque, NM *****
***************@*****.***
PROFESSIONAL SUMMARY
Dedicated professional with demonstrated strengths in Information Technology & System Administration, Good at troubleshooting problems and building successful solutions. Excellent communicator with strong background cultivating positive resolutions and exceeding goals.
SKILLS
Attention to detail
Problem solving
Ability to multitask
Computer Management
ITIL Understanding
Hard Working
EXPERIENCE
End User Support Technician/System Admin Jan 2024 - Current
Koniag Government Services
Answering Calls
Adjusting Permissions and licenses for software
Install Software
Updating user profiles
Adjusting Active Directory groups – User Account Management, Group Policies, Domain Management, Security Groups, AD Migration, Commandlets, Scripting
Creating accounts within software
Developed & delivered MS Teams training to over 3700 Federal employees in the Indian Health Service to improve the agency’s ability to collaborate within Microsoft Teams
Trained new hires within our department
Implemented upgrade to O365 for organization
Assisted with upgrading from MaaS360 to Intune for Mobile Devices in Organization
Production support II
Tricore Reference Labs Albuquerque, NM
June 2020 – Jan 24
Answering Calls
Account Management in Active Directory
Creating Application Access
Training Teammates
Desktop Support
Clinical Application Support
Account Maintenance
Reporting
Employee Mentoring/ Training
Computer Hardware Support
VPN software (RDP, Anyconnect, VNC, Bomgar)
Windows O365, Azure
Installing Software
Application Configuration
Proficient in Service-Now, Cherwell, Salesforce
VMware ESXI, Hyper-V
Machine virtualization
ITIL Understanding
Success Specialist Tier
UnityBPO Albuquerque, NM
December 2018 - January 2021
Customer Service
Configuring computers/tablets/Cell Phones
Remote tech support
Call Flow adherence
Software Setup
Team Manager
S&P Data LLC Rio Rancho, NM
July 2015 - August 2018
Team Reporting
Team Analytics
Team Training
Team Reviews
Office Manager
Lone Sun Builders, Inc Albuquerque, NM
January 2012 - June 2015
Responsible for managing office
Duties included:
Front office customer service
Answering phones
Monitoring mail
Inventory of office supplies and uniforms
Purchasing office supplies
Filing
Annual scanning project
Accounts Payable – reconciling credit cards
Accounts Receivable – entering new clients and jobs
Account Manager / Team Manager
Sprint Communications Rio Rancho, NM
June 2008 - October 2012
Account management
Scheduling
Reporting
Training
Quarterly Projections
Noticing Trends
Keeping up to date with new technology coming out
Team / Supervisor meetings
EDUCATION
College Prep
American Home School, Lansing, IL
February 2002
Certification - Pre Requisites
Central New Mexico, Albuquerque, NM
January 2013
Associate in Applied Science (A.A.S.) - Computer Science
Central New Mexico, Albuquerque, NM
CERTIFICATIONS
IC3 Key Applications
IC3 Digital Literacy Certification
IC3 Living Online
IC3 Computing Fundamentals
Holds a Confidential Clearance - Current
Previous TS Clearance
October 2025
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