Customer Service & Tech Support Professional
Resume:
CHRISTOPHER A. JOHNSON
Newport News, Virginia 23608
mailto:chrisjohnson11722@*****.*****************@*****.***
Information Technology Specialist / Desktop Support
PROFESSIONAL PROFILE
Strongly motivated to keep current of the latest technologies to provide client solutions. Exceptional communication and interpersonal skills; keen observer and good listener. Well organized, goal-oriented and dependable in completing projects on time and within budgetary constraints.
SUMMARY OF QUALIFICATIONS
Demonstrated management and leadership abilities with many years in IT/CIS working with companies such as MCI, National Computer Services, US West, Principal Financial Services, Banc One Corporation and American Express. Exceptional performance in roles such as Lead Mainframe Online (CICS) Developer, Technical Support Analyst, Help Desk Analyst, Desktop Support Technician, Deployment/Migration Technician, Installation Coordinator, and Information Technology Specialist.
Areas of expertise include:
Software Development (MF) Systems Design/Analysis Desk Side/Phone Support
PC Technician Computer Roll-Out Technician Technical Support (SW/HW)
Help Desk Chat Support, Email Support
HARDWARE
Desktop and Laptop PCs (IBM, Dell, HP, Gateway, etc.), IBM 30xx, AS400, ES9000 series,
HP3000 series 68/70, AT&T mini-series, and various peripheral devices including routers, switches,
HP printers (wireless and wired), etc.
SOFTWARE & OPERATING SYSTEMS
Microsoft Office Suite 2003, 2007, 2010, VISIO, Lotus 123, Microsoft Windows (3.x, 9.x, NT, 2000, XP, VISTA, 7, 8, 8.1, 10), Active Directory, DNS, WINS, HTML 4.0., TCP/IP, UPS Worldship ver. 9.0, Support Desk Ticketing software, and various office productivity and email (Outlook and Exchange) software including Anti-virus and Malware tools, Remedy, Spice, GoToAssist, LOGMEIN, Bomgar, Internet Browsers, Interaction Client, SCCM, backup and Ghost software.
EDUCATION & CONTINUING TRAINING
B.S. Computer Information Systems, DeVry Institute of Technology, Columbus, Ohio
Dean’s List, Presidents' List and Presidential Honor Society
CompTIA A+ Certification, TechSkills Learning Center, Las Vegas, NV
CompTIA Network+ Certification, TechSkills Learning Center, Las Vegas, NV
CompTIA Security+ Certification, Home Study, Newport News, VA
MCP (Microsoft Certified Professional), Central Islip, NY
MS (Microsoft Specialist) Win 7 Configuration, Enterprise Desktop Support
MCTS (Microsoft Certified Technology Specialist), Newport News, VA
MCITP (Microsoft Certified Information Technology Professional), Newport News, VA
MCSA (Microsoft Certified Solutions Associate), Newport News, VA
PROFESSIONAL EXPERIENCE & SELECTED ACCOMPLISHMENTS
IT Desktop Support – (100% Remote)
Senture LLC, London, KY
Nov 2024 – Aug 2025
Answer calls
Work with users on VPN issues (GlobalProtect and CISCO Anyconnect)
Work with users on password issues (lockouts / resets)
Use BeyondTrust (Bomgar) to remote into user’s device
Explain technical Issues to non-technical users
Validation and Verification using DUO, Ping, and OKTA
Walk agents through new number update for Ping Mobile
Troubleshoot Issues – Software and Hardware
Create Tickets for Customer (Agent) issues
Order Equipment
Independent Contractor; Desktop Support
Custom Computer Services, Newport News, VA
Jun 2021 - Sept 2024
Installation of Local and Network Printers
Server Upgrades / Server Decommission
User Data Migration / email migration
Upgrade of systems from Windows 7 to Windows 10
Resolution of Software/OS update issues
Image laptops / desktops
Resolution of Network Issues / Network Cabling
Application issue resolution
Smart Device Support
BIOS Configuration
Work Extended / Weekend hours / Work Remotely
Break/Fix
OS Upgrades
IMAC
Desktop Support Analyst II
Bell Techlogix @ Huntington Ingalls Industries, Newport News, VA
Apr 2019 – Mar 2021
Phone Support of technical issues specific to desktop/laptop, printer, software/hardware
Installation of Application Software
User Data Migration / email migration
Break/Fix
User Account Management (Active Directory)
Resolve Service Request
Resolution of Software/OS issues
Image laptops / desktops
Resolution of Network Issues
Application issue resolution including Office 365
McAfee Hard Drive Encryption, Decryption
BIOS Configuration
Use of desktop remote software
Set up student training and assist in laptop training
Smart Device Support
Team Collaboration / Work Remotely
Information Technology Analyst
Hampton University, Hampton, VA
Oct 2018 – Feb 2019
Phone Support of technical issues specific to desktop/laptop, printer, software/hardware
Installation of Local and Network Printers
Installation of Application Software
User Data Migration / email migration
User Account Management (Active Directory)
Resolve Service Request
Resolution of Software/OS issues
Image laptops / desktops
Resolution of Network Issues / Network Cabling
Application issue resolution
BIOS Configuration
Use of desktop remote software
Team Collaboration
Worked Weekend Hours / Work Remotely
Set up student computer lab for School of Pharmacy
PROFESSIONAL EXPERIENCE & SELECTED ACCOMPLISHMENTS (cont.)
Independent Contractor; Desktop Support
Net2Source, New Brunswick, NJ
Nov 2017 – Feb 2018
Installation of Local and Network Printers
User Data Migration / email migration
Upgrade of systems from Windows 7 to Windows 10
Resolution of Software/OS update issues
Image laptops / desktops
Break/Fix
Resolution of Network Issues / Network Cabling
Application issue resolution
BIOS Configuration
Work Extended hours / Work Remotely
Information Technology Specialist
Chenega Facilities Management, Fort Monroe, VA
Dec 2014 – Sept 2017
Installation and Maintenance of Local and Network Printers
Twain Scanner Configuration in workgroup architecture
Resolution of signature and certificate issues
Resolution of Software/OS update issues
Image laptops / desktops / APM application installation / Email Migration
Resolution of E-Sign Issues / Network Issues / Network Cabling
Break/Fix, IMAC / Asset Management
Resolve Service Request (Proprietary Software)
Relocate entire office IT infrastructure to new facility
Technical Support Analyst (HP Contract)
Balance Staffing, Salem, NH
Mar 2014 – Oct 2014
Answer phone / Document issues / Give answers to technical issues
Chat Support
Connect users to portal for assistance (connect to customers’ computers remotely)
Run tools on customers’ computers
Address viruses, Malware, Printer and other issues
Help customers to connect online
Walk customers through restores (to earlier dates)
Walk customers through system resets (recoveries)
Team Collaboration
Desktop Support
SmartSource @ Hauppauge and Brookhaven, West Chicago, IL
Sep 2013 – Jan 2014
Desk Side Support (face to face support)
Assemble Desktop Computer Systems Laboratories
Printer maintenance / configuration
Configure software and settings; MS Office 2010 (Outlook)
Hard Drive scrub
Data Migration of user profiles from XP to 7 Professional
Asset packaging and return
Server Decommission
Extended / Weekend hours
Helpdesk
Technosoft Corporation, @ Underwriters Laboratories, Melville, NY
Feb 2013 – Aug 2013
Phone support of technical issues specific to desktop and printer software/hardware
Desk Side Support (face to face support)
SCCM
Assemble Desktop Computer Systems and POS Systems.
Image laptops for deployment
Printer maintenance / configuration
Configure software and settings; MS Office 2010 (Outlook)
Break/Fix;
Hard Drive scrub
Data Migration from user profiles
Test specific applications for functionality
ROFESSIONAL EXPERIENCE & SELECTED ACCOMPLISHMENTS (cont.)
Help Desk / Desktop (Desk Side) Technician
APEX Systems, Glen Allen, VA (multiple projects)
Jul 2012 – Feb 2013
Phone support of technical issues specific to desktop and printer software/hardware
Desk Side Support (face to face support)
Issue Resolution / Trouble Ticket Documentation
Assemble Desktop Computer Systems and POS Systems.
Setup and tested wireless POS systems
Follow documentation for implementation and configuration of wireless POS systems for Target Stores (POS System – Dell Laptop/Tablet; POS Software; Bar Code Reader; Credit Card Scanner)
Help Desk Support (phone support)
Assemble Desktop/Laptop Computer Systems
Software Installation; MS Office 2010
Software/ Hardware Configuration; Printer configuration
IPOD, IPAD, and Android Configuration for Exchange (Outlook 2010)
Desktop / Helpdesk Support (Projects)
Peak Systems, New York, NY
Oct 2009 – Sep 2012
Phone support of technical issues specific to desktop and printer software/hardware
Assemble Desktop Computer Systems and POS Systems.
Connect local printers and scanners.
Assurance Support (Desk-side and Phone Support).
IP Workstations and printers.
Physical memory upgrades to laptop and desktop systems.
systems decommission including hard drive scrub.
Image Desktop/Laptop Computer systems.
Network Printer setup, and Network Drive Mapping.
Configure dual monitors
Configure Microsoft Office 2003, 2007 with Outlook.
Configure Laptop computer systems and docking stations as well.
Windows 7 migrations and deployments.
Used Remedy to track and document calls.
Contact this candidate