Technical Support
Resume:
Robert L Johnson
Louisville, KY 40245
Cell Phone: 270-***-****
E-mail: *************@******.***
Career Objective:
Secure a full-time position that provides growth and stability
Education:
Associates of Science Degree - Electronics and Computer Engineering
NEC Kentucky College of Technology – 1995
A+ Certification - Sullivan University - 2000
Network + Certification - Sullivan University – 2000
Military Service:
1986 – 1994: United States Army
Locations: Fort Stewart, GA, South Korea & Fort Knox, KY
Position: 19D Cavalry Scout / E-4 Specialist
Responsibilities:
- Front-line reconnaissance and security for Tank Battalions and Support Units
- Squad Leader of 3 soldiers to help with training, development and well being
- Perform weapons qualification, vehicle maintenance and physical fitness
Awards: Army Achievement Medal, Armed Forces Service Medal, Good Conduct Medal
Work History:
2024 - 2025: Spectrum
Location: Louisville, KY
Position: Internet Repair Specialist
Description: Take calls from Spectrum customers. Troubleshoot and resolve problems with Internet and video. Submit orders for new equipment and schedule appointments for Field Technicians.
1994 – 2024: UPS - Technical Support Group
Location: Louisville, KY – Worldport Hub, Air Group Bldg. & Global Operations Center
Position: Helpdesk, Field Support & Systems Monitoring
Helpdesk Technician – UPS Air Group Building
- Take inbound calls from internal UPS customers both local and worldwide
- Make outbound calls to customers and support groups as needed
- Use Service Now ticketing system to create, edit, resolve and transfer incidents
- Provide detailed notes for customer problems and support teams interaction
- Use remote connection tools for servers, workstations, printers and network devices.
- Dispatch Field Support Technicians to problem calls both locally and at Gateways
- Join conference bridge calls during problem escalation using Microsoft Teams
- Move Active Directory profiles to correct OU to enable file and folder access.
- Disable unsecure tablets and ipads in Active Directory.
- Escalate problems to support groups as needed.
Systems Monitoring – UPS Air Group Building
- Perform Pre-sort & Post-sort activities to prepare and end sorting activities
- Remote into servers to perform reboots and to stop and start processes
- Use monitoring tools to see messages and alerts from network devices, servers,
workstations, and applications
- Process end of sort messages and package information to be uploaded into web and
mainframe systems.
- Create problem incident for priority alerts and escalate to support groups
Field Support Technician – UPS Worldport Hub & Global Operations Center
- Provide on-site technical support to internal UPS workers
- Respond to technical problems during sort activities
- Use Service Now ticketing system update and resolve tickets with detailed notes
- Install Office 365 and submit for user licenses when needed
- Build workstations and laptops for device obsolescence and problem tickets
- Install new upgraded sort scanning computers for GSS scanning project
- Assist Networking Group with installing new network switches in Worldport Hub
- Use Air Watch tool to add, delete and configure mobile devices
- Rebuild and replace Mobile Mechanic iPads as needed
- Fix and replace broken equipment including scanners, printers and computers
- Track inventory and process defective equipment out for repair.
Technical Repair Technician: UPS ISSC & UPS SCS Outer Loop
- Repair equipment including DIADs, desktop computers, printers and IVIS terminals
- Process defective equipment coming in from various UPS locations and Gateways
- Use ticketing system to document repairs, testing and spare status
- Determine repair cost effectiveness. Process non-repairs for disposal
Warehouse Worker – ISSC Service Center at Dixie Warehouse
- Process and ship computer equipment for new and existing UPS accounts
- Pick and stage items from warehouse. Load Feeders with processed shipments
Contact this candidate