Desktop Support Technician
Resume:
Tyrone Johnson *************@*******.***
McKinney, TX
Dynamic senior desktop support technician with proven mastery in windows environments and user support.
Versatile and diligent, equipped with over a decade of in-depth expertise Desktop Support environment. Skilled in managing people to guide, support, and develop teams. Adept at overseeing asset and software lifecycles, ensuring seamless transitions from procurement to deployment. Proficient in setting up and configuring new systems, underpinned by a solid foundation in security policy establishment and PC imaging using Azure. Technologically savvy, with a keen ability to manage network and email account setups for new hires. Recognized for technical acumen in supporting complex systems and applications, including VOIP phone systems and camera security networks. Strongly focused on delivering high-quality white glove technical support, excelling in both remote and hands-on roles.
Areas of Expertise:
ServiceNow Ticketing System
Network Configuration
AV Systems
Hardware Troubleshooting
System Imaging
Email Configuration
Software Troubleshooting
Asset Management
VPN Configuration
Exchange Server
Software Deployment
Active Directory
Remote Desktop Services
Incident Management
Office 365
Data Encryption
SharePoint
Microsoft Azure\Intune
VOIP Phones
Data Center
Professional Experience:
Mar 2014 – Mar 2025 Alexander Youth Network
Sr. Desktop Support Technician
Integrated in-room audio systems with Zoom to ensure high-quality, echo-free communication for both remote and on-site attendees.
Oversaw the operation of the VOIP phone system, the comprehensive camera security systems, and managed cell phones using Verizon’s MDM portal.
Configured and managed Zoom video conferencing, including webinar settings, screen sharing, breakout rooms, audio routing, and live Q&A sessions.
Conducted pre-event testing and rehearsals with speakers to ensure familiarity with AV equipment and video conferencing tools.
Proficient with ServiceNow Ticketing system.
Handle resolution of hardware and software issues for users, set up and configure new computer systems, and manage network and email account creation for new employees using Active Directory and Group Policy.
Experienced in troubleshooting mobile devices, IOS, IPads and Androids.
Manage asset and software lifecycle from procurement to deployment for 800 employees.
Establish and maintain security policies and standard PC imaging using Azure.
Office365 to include management of Office Suite licensing, SharePoint and creating user groups.
Jan 2010 — Jan 2014 BDF Group
Desktop Support Technician
Assisted users with PC and desktop application issues, performing regular hardware and software maintenance. Investigated and resolved issues reported by users promptly.
Conducted maintenance on HP printers and supported technical problem resolution across various devices, including Blackberry and Citrix platforms.
Implemented effective troubleshooting techniques that minimized downtime and maintained continuous system availability.
Provided essential support for Blackberry devices and Citrix platforms, ensuring consistent access and functionality for all users.
Education:
Masters in Finance, Keller Graduate School of Management, Ft. Lauderdale, FL
Bachelor of Science in Business Management, Claflin University, Orangeburg, SC
Additional Experience:
Desktop Support, Dycom Industries
Helpdesk/Desktop Support, Virtual Bank
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