Technical Support It

Calvin Johnson

Dallas, Texas *****

Summary

Experienced IT Support Specialist with 18+ years of hands-on experience in Tier 1 and Tier 2 technical support, hardware/software troubleshooting, user account administration, and network diagnostics.

Proven ability to resolve technical issues efficiently while maintaining a high level of customer satisfaction.

Strong background supporting enterprise environments, including POS systems, Windows/UNIX servers, and mobile platforms.

Recognized for effective communication, root cause analysis, and collaborative problem-solving across teams.

Skills

Platforms Windows Server, UNIX/Linux, Sitecore CMS, Android, iOS, Microsoft Office, Active Directory, Server Support, imaging, Batch Files

Tools Salesforce, Bomgar, LogMeIn, Remedy, Jetstream, Layout Composer, Menu Manager, Aruba, Cisco, JSON, XML

Networking Cisco Call Manager, Switch Configuration, Toning Ports, Wi-Fi Troubleshooting

Remote Access RDP, Citrix, Bomgar, Skype/Lync, TeamViewer

Security McAfee, RSA SecurID, Cisco AnyConnect VPN

Professional Experience

Ziosk (Tabletop Media) Dallas, TX Mar '22 — May '25

Tier 2 Support Analyst

Provided Tier 2 technical support for Ziosk devices, applications, and backend services used in major national restaurant chains, leveraging Bomgar for secure remote troubleshooting and system access12.

Troubleshot Windows Server, POS, Wi-Fi, network connectivity, and Linux-based backend systems to ensure optimal device performance13.

Managed and tracked incidents, changes, and resolutions using ServiceNow to maintain comprehensive documentation and workflow compliance2.

Collaborated with cross-functional teams to resolve high-priority incidents, including those involving Linux servers.

Utilized tools like Salesforce, Jetstream, Layout Composer, and Menu Manager to update content and manage system performance on both Windows and Linux platforms.

Performed QA testing and deployments on Android-based Ziosk devices and Linux servers.

Conducted root cause analysis and proactively contacted clients to resolve issues, including those related to Linux environments.

Asbury Auto Group Dallas, TX Jul '16 - Mar '22

Tier 1 Support Technician

Provided Tier 1 IT support for hardware, software, and network issues across dealerships in Texas, including Linux workstation and server troubleshooting13.

Used Bomgar for remote support to troubleshoot and install dealership software and resolve technical issues efficiently12.

Managed all support tickets, asset tracking, and workflow documentation in ServiceNow, ensuring SLA compliance and knowledge base updates2.

Set up new users and managed Active Directory and Linux user accounts.

Supported Cisco Call Manager and Unity for phone system configuration, integrating with Linux-based servers as needed.

Handled on-call duties and in-field technical support for multiple locations, including support for Linux environments.

Atos-Xerox-ACS Inc. Dallas, TX Jul '10 - Jul '16

IT Support Analyst (Tier 1/Tier

Delivered multi-channel support (phone, email, and remote tools) for clients in government, healthcare, and transportation sectors, including Linux system support13.

Used Bomgar and other remote access tools for secure troubleshooting of desktop, server, and mobile issues, including on Linux and UNIX systems12.

Managed incidents, changes, and knowledge base articles in ServiceNow, improving support efficiency and documentation2.

Administered Active Directory, UNIX/Linux accounts, and Cisco VPN configurations.

Handled Severity 1 incident response and coordinated with support teams to ensure SLA compliance, including incidents on Linux platforms.

Created knowledge base documentation and user guides for internal use, including Linux troubleshooting guides.

Six Flags Grand Prairie, United States May '07 - Jul '10

POS Analyst / Production Support

Provided Tier 1 and Tier 2 technical support for Freedom POS applications running on Windows XP/SQL-based platforms and Linux-based back-office systems across multiple theme park locations13.

Used Bomgar for remote access to diagnose and resolve complex issues on POS hardware/software and Linux servers12.

Managed all support tickets and recurring incident documentation in ServiceNow, ensuring knowledge transfer and process consistency2.

Diagnosed issues using SQL, command-line scripts, and rollback commands on both Windows and Linux systems.

Rebuilt and patched Dell/HP terminals and servers in both lab and live park environments, including Linux server maintenance and upgrades.

Conducted manual and automated QA testing for POS applications and Linux-based systems.

Supported networked and thermal receipt printers, configured XML device settings and custom scopes for new store installations, including integration with Linux print servers.

Education

Benton High School, in Louisiana 1992

Bachelor of Science in Bachelor of Science, Wiley College

Certificates

https://www.credly.com/badges/6a3ca6c7-d1b2-4252-9e86-20e9bf29f1bc/public_url

https://www.credly.com/badges/6a3ca6c7-d1b2-4252-9e86-20e9bf29f1bc/public_url

https://www.credly.com/badges/288ce932-fcd8-49c8-b593-37ac86f2f103/public_url

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