IT Help Desk & Technical Support Graduate

Ashonte Johnson

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Professional Summary

Recent Bachelor of Science graduate in Software Development with an Associate of Applied Science in IT Help Desk/Tech Support and hands-on remote technical support experience. Skilled in troubleshooting software and account-related issues, supporting users through phone and chat, documenting cases, and delivering exceptional customer service in fast-paced environments. Seeking an IT Help Desk or Service Desk position where I can provide excellent user support while continuing to grow my technical skills. Technical Skills

• Windows • Microsoft Office • Microsoft 365 • Salesforce • Remote Support • Technical Troubleshooting • Password Resets & Account Support • Phone, Chat & Email Support • Hardware & Software Support • Ticket & Case Documentation • Customer Service • Problem Solving • Java • Python • SQL

Professional Experience

Conduent (Remote)

Customer & Technical Support Representative

July 2023 – February 2024

• Supported multiple client accounts, including H&R Block and Newell Brands.

• Assisted users by phone and chat with software, account, and technical support inquiries.

• Guided customers through troubleshooting steps to resolve issues efficiently.

• Documented customer interactions and case resolutions using Salesforce and internal support systems.

• Managed high call volumes while maintaining professionalism and quality service.

• Escalated unresolved issues to appropriate support teams following established procedures.

• Navigated multiple applications simultaneously to research and resolve customer concerns. Kmart – Clifton Heights, PA

Sales Associate

October 2019 – December 2019

• Assisted customers with purchases and product inquiries.

• Processed transactions using POS systems.

• Maintained merchandise organization and inventory accuracy.

• Collaborated with team members to provide excellent customer service. Education

Bachelor of Science in Software Development

Strayer University

Graduated: June 2026

Associate of Applied Science in IT Help Desk/Tech Support Delaware County Community College

Graduated: May 2023

Certifications

• TestOut PC Pro Certification

• UG IT Python Programming Certification

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