Technical Support Help Desk

RALEIGH, UNITED STATES, ***** • ************@*****.*** • 919-***-****

RODNEY JOHNSON

IT Support Specialist & Help Desk Technician

PROFESSIONAL SUMMARY

PROFESSIONAL SUMMARY

Certified CompTIA Security & Network + IT candidate with a focus on technical support and customer service. Demonstrated expertise in delivering technical assistance for network connectivity, cell phones, laptops, and other devices. Skilled in applying troubleshooting techniques to LAN/WAN devices and equipment by resolving settings, rebooting systems, and cultivating a secure digital environment. Seeking an opportunity to continue working on skills and abilities in the IT sector. EMPLOYMENT HISTORY

ISP TECHNICIAN Aug 2021 - Dec 2024

TEKsystems

Log daily tasks in Secruden and prioritize tickets for improved response times.

Update customer profiles in Awaken CRM, and guide users through troubleshooting.

Use CALIX for remote system reboots and analyze router performance with Service Now.

Enhance ticket management, and track metrics for continuous improvement.

Provide actionable network reset recommendations, boosting connectivity.

Streamlined ticket management through Secruden platform, implementing an automated categorization system for enhanced response times and optimized tier escalations.

FIELD TECHNICIAN Mar 2021 - Jul 2022

Beats by Dre

Presented product displays, engaging audiences with informative demos, and enhancing customer interest.

Installed updated headphones, integrating the latest tech trends, and improving audio demo quality.

Documented communications via the Rep First app, ensuring seamless correspondence and record-keeping.

Pioneered advanced product display strategies and implemented cutting-edge audio demonstration techniques, enhancing customer engagement and product understanding.

MOBILE EXPECT Jun 2020 - Aug 2021

Asurion

Assist customers with device setup and troubleshooting, ensuring seamless tech integration.

Promoted smart home products, enhancing customer tech ecosystems and satisfaction.

Exceeded sales targets through skill enhancement and feedback utilization.

Resolved tech issues on-site, ensuring prompt and efficient service delivery.

Adapted to daily travel demands, maintaining high service standards across regions.

Streamlined mobile device troubleshooting processes and implemented systematic solutions for smartphones and tablets, reducing resolution time while maintaining quality standards. WIRELESS CONSULTANT May 2019 - Aug 2020

MarketSource

Demonstrated products in-store, boosting consumer interest and engagement.

Resolved customer and staff inquiries, providing technical support for devices.

Delivered outstanding customer service, enhancing sales within the wireless sector.

Streamlined wireless device demonstrations and technical support, optimizing customer engagement and driving product adoption through hands-on solutions

Implemented systematic troubleshooting protocols for mobile devices and laptops, enhancing customer satisfaction and reducing technical support’s wait times

EDUCATION

ASSOCIATE OF ARTS - AA Oct 2022 – Still Attending

Wake Technical Community College 6600 Louisburg Rd C, Raleigh, NC 27616 I earned an associate’s degree in mass communication from Wake Tech, where I developed strong skills in media studies, communication strategies, and content creation. My education provided a foundation in journalism, public relations, and digital media, enhancing my ability to analyze and convey information effectively. TECHNICAL DIPLOMA Oct 2023 - Apr 2024

My Computer Career 5511 Capital Center Dr Ste 500, Raleigh, NC 27606 With 3 years of experience in IT, I specialize in networking support, software support, and troubleshooting. My career began with a year dedicated to learning technical support, where I gained hands-on experience diagnosing and resolving system issues. I hold CompTIA Network+ and Security+ certifications, demonstrating my expertise in network infrastructure, security protocols, and IT troubleshooting. I can identify and resolve technical challenges efficiently, ensuring optimal system performance and user satisfaction.

SKILLS

Help Desk Implementation (Experienced), Wireless Routers (Skillful), Customer Experience (Experienced), Call Center Development

(Experienced), IT Hardware Support (Experienced), Technical Support (Experienced), Ticketing Systems (Experienced), CRM Software

(Beginner), Working Experience (Expert), Cybersecurity (Skillful), Network Connectivity (Expert), Software Troubleshooting

(Experienced), CompTIA Network+ (Expert), Help Desk Support (Expert), Technical Sales Support (Expert), Troubleshooting

(Experienced), Network Troubleshooting Tools (Experienced), Windows (Skillful), Network Devices (Expert), Information Security

(Experienced), English (Expert), Communication (Expert), Problem Solving (Expert), Customer Service (Expert), Leadership

(Experienced), Sales (Novice).

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