Technical Support It
Resume:
Chaz Johnson
IT Support Specialist
*************@*****.*** • 424-***-****
LinkedIn • Brandywine, MD 20613
Versatile and solutions-oriented professional with extensive experience delivering robust technical support, troubleshooting, and end-user solutions across diverse sectors. Known for optimizing IT infrastructure, implementing secure systems, offering exceptional customer service, and collaborating with cross-functional teams to ensure operational efficiency and reliability. Excel in diagnosing and resolving hardware, software, and networking issues to ensure minimal downtime and drive operational excellence. Demonstrated success in managing IT asset inventory, Windows system migrations, workstation deployments, security protocols, cybersecurity compliance, and secure infrastructure monitoring. Expertise in Active Directory, SCCM, Office 365 administration, PowerShell, and ServiceNow to enhance network security and performance. Possess military background with proactive approach to professional growth, bringing mission-driven mindset and proven record of reliability, integrity, and accountability, reinforced by honorable discharge. Technical Proficiencies
Hardware, Software & Printer Support: Tier 3 troubleshooting and repair for end-user devices and peripherals Systems Administration: Proficient in Windows 10/11, Windows Server, Active Directory, and Group Policy Management Endpoint Management: Imaging, deployment, and configuration using SCCM, remote support via PowerShell and command line tools Network Protocols & Security: Skilled in TCP/IP, FTP, HTTP, SSH, LDAP, and VPN protocols Packet Analysis & Monitoring: Wireshark, tcpdump, and Ngrep Virtualization & Remote Access: Experience with VMware, Citrix, and enterprise VPN technologies Service Management: ServiceNow for incident management, ticketing, and service operations Cloud Technologies: Familiar with cloud computing protocols and Amazon Web Services (AWS) fundamentals Areas of Expertise
End-User Technical Support
IT Asset Management
Imaging & Deployment
Systems Administration
IT Infrastructure Management
Problem Diagnosis & Resolution
Network & Systems Security
System Upgrades & Monitoring
Team Leadership & Collaboration
Hardware & Software Troubleshooting
Compliance & Risk Management
Customer Service Excellence
Professional Experience
Department of Justice (Immigration Division) Falls Church, VA IT Support and Systems Administrator
2022 — 2025
Delivered Level 2 and Level 3 technical support to judges, court administrators, and end-users, ensuring seamless operations within high-security environment. Utilized expertise in Active Directory, SCCM, Print Servers, and PowerShell scripting to resolve complex technical issues efficiently. Gained hands-on experience with DOJ’s secure infrastructure, offering support for servers, networking equipment, and enterprise printer systems within classified environment. Achieved $98K annual income as contractor, reflecting high demand for technical skills and reliability in mission-critical role. Established, troubleshot, and monitored courtroom audio/visual systems and IT infrastructure, supporting both hearings and office environments by partnering with technical teams. Provided comprehensive support to specialized teams, including court recording systems, networking, cybersecurity, and visual technology, maintaining operational continuity. Enhanced technical acumen in cybersecurity protocols, networking technologies, and system administration, expanding expertise across critical infrastructure support.
Infosys Systems Inc., Atlanta, GA
IT Infrastructure and Operations Support
2019 — 2022
Oversaw global security architecture, server infrastructure, network systems, virtual machines, and enterprise applications supporting diverse international user base. Managed IT staff support accounts for Truist, ensuring operational efficiency and high service standards. Supervised and enforced server compliance standards using Qualys Cloud Security, ensuring adherence to stringent security and operational benchmarks.
Expanded technical proficiency by learning and applying advanced security protocols, networking protocols, system Page 2 2
administration tools, and enterprise infrastructure solutions in real-world environments. Led large-scale Windows 10 upgrade deployments, including laptop imaging and provisioning via SCCM, ensuring smooth transitions for both end-users and server environments. Steered system configurations, security protocols, and infrastructure optimization, while acting as lead technical administrator on high-impact enterprise projects.
Provided advanced technical expertise on Infosys’ cybersecurity architecture, including server hardening, network security, and incident response within complex, enterprise-scale environment. Black Rock, Atlanta, GA
IT Deskside and Operations Support
2017 — 2019
Offered technical support for system analysis, hardware, and software applications, assisting end users both on-site and remotely using virtual desktop tools. Provided Microsoft Office 365 portal support, resolving access, configuration, and application issues for end-users. Maintained corporate IT asset inventory, ensuring accuracy in compliance, lifecycle tracking, and equipment allocation.
Administered daily incident and service requests through ServiceNow, ensuring timely resolution and customer satisfaction. Managed laptop imaging and configuration via SCCM, oversaw new hire deployments, and facilitated Windows 10 migration projects for seamless user transitions.
Collaborated with IT professionals to deepen understanding of networking protocols, security frameworks, and enterprise infrastructure, while gaining valuable insight into BlackRock's core values and operational excellence. American Cyber Systems Group, Duluth, GA
IT Operations and Systems Support Analyst
2014 — 2017
Spearheaded Microsoft Office 365 portal, supported user account management, and oversaw asset management and inventory control to sustain operational accuracy. Possess expertise in advanced networking protocols, troubleshooting techniques, and infrastructure management by coordinating with systems administration team. Delivered technical support for 800+ end-users, addressing issues related to system analysis, hardware, software, and enterprise applications.
Ensured minimal downtime by offering both onsite and remote troubleshooting, including workstation setup, equipment relocation, and routine system maintenance.
Contributed to secure IT operations by demonstrating strong understanding of organization's networking infrastructure. LA Computer Doctors, Torrance, CA
Desktop Support & PC Technician
2012 — 2014
Performed end-to-end desktop support, including hardware diagnostics, software troubleshooting, system recovery, installations, and upgrades. Provided high-volume walk-in customer service, delivering fast as well as effective support for wide range of PC and laptop issues.
Elevated system performance and customer satisfaction by diagnosing and repairing Windows and Mac desktops/laptops. Resolved issues promptly and maintained professional and client-focused approach, leveraging strong technical expertise with excellent customer service skills.
Additional Experience: Desktop Support Technician – Tier 2 & 3 Veterans’ Health Eligibility Center, Atlanta, GA Computer Systems Support Technician City of Santa Monica, Santa Monica, CA Education & Credentials
Bachelor's Degree in Information Security California State University Dominguez Hills, Carson, CA (2015) US Marine Corp. (Honorable Discharge), Honolulu, HI Security+ Certification (2025)
CCNA, Network+, Security+ prep class completion
Amazon Web Services and AI prep class completion
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