IT Technical Support
Resume:
Will Johnson
Gulfport, MS *****
623-***-**** Cell
*******@*****.***
OBJECTIVE
To maintain a rewarding and challenging career in the Information Technology Industry with emphasis on Helpdesk/Desktop Support and Problem/Incident Management.
PROFESSIONAL SUMMARY
As a customer service technical professional, most recently in IT technical support, I have experience supporting a variety of users in the financial, aerospace, insurance, and managed service industries. I would like to continue providing my expertise and integrity in problem/incident management, resolving computer and peripheral hardware and software issues where customers expect quality and timely support in often fast-changing circumstances.
WORK EXPERIENCE
1108th TASMG National Guard Center (M2 Services) 04/2011 - Present
Gulfport, MS
Aircraft Structure Mechanic
Performed Aircraft structural installations, repairs, and modifications on various military rotary wing aircraft including the OH-58D Kiowa, AH-64 Apache, UH-60 Black Hawk, UH-1 Huey, and CH-47 Chinook Army Helicopters. Utilized Composites, Aluminum alloys, and corrosion prevention methods while working from Blue prints, Military Standards, and Specifications.
Core/Insight Integrated Services 10/2010 - 04/2011
PetSmart Store Support Group (SSG) - Phoenix, AZ
Network/Telecom Operations Technician
Provided 1st Level Network and 2nd Level Telecom Operations ensuring over 1200 PetSmart Stores, PetsHotels, and Grooming Salons were operational on a daily basis. Duties include remotely programming and troubleshooting Cisco wireless and desk phones on Cisco routers and switches. Ensuring remote Dial Backup (DBU) connectivity for stores during loss of Verizon high speed circuits and power outages. Maintained a Microsoft Access database of current store inventories for Cisco wireless and desk phones. Provided RMA returns and re-ordering of Cisco wireless phones, desk phones, batteries, chargers, and protective covers.
Merrill Corporation 11/2009 - 09/2010
Irvine, CA
IT Site Support Technician
Provided desktop, laptop, printer and network support onsite and remotely to Merrill Customer Service, Compositions, Sales, and Executive departments. Installed, configured, and deployed Windows XP/Windows 7 operating systems and Merrill core applications on laptops and desktops to internal and remote users. Provided basic server maintenance and upgrades, switches and router configuration, and cable punch downs. Utilized Service Desk Express (SDE) call tracking software and Microsoft SCCM remote tools.
IBM/American Express (Artech Staffing) 11/2005 - 10/2009
Phoenix, AZ
Situation Manager
Provided Problem/Incident Management and communication of service disruptions and outages across IBM, American Express Technology, AT&T, and associated vendors for business critical systems and applications. Provide detailed summary documentation of outages to IBM and American Express with incident timings, high level overview of key impacts, noted gaps in remediation, and source for Root Cause Analysis (RCA). Responsible for engaging Technology owners and required support groups in initial problem determination, service restoration. And Business as Usual (BAU) confirmation. Facilitated/Managed bridge calls, provided voicemail and pager updates on major disruptions to assure comprehensive communications, and service restoration. Utilized Tivoli ManageNow Call tracking software.
1108th AVCRAD National Guard Center (Lear Siegler Inc.) 09/2004 - 09/2005
Gulfport, MS
Aircraft Structure Mechanic
Performed Aircraft structural installations, repairs, and modifications on various military rotary wing aircraft including the OH-58D Kiowa, AH-64 Apache, UH-60 Black Hawk, UH-1 Huey, and CH-47 Chinook Army Helicopters. Utilized Composites, Aluminum alloys, and corrosion prevention methods while working from Blue prints, Military Standards, and Specifications.
Grand Casino 10/2003 - 09/2004
Biloxi, MS
Systems Support Technician
Provided Casino Computer systems support and maintenance of International Gaming Technology (IGT) systems, Slot Data Systems (SDS), Micros, Kronos, EZ-Pay, and Table touch gaming systems. Additionally performed GroupWise email and Novell networking support with Windows 2000 Desktop and laptop computers, including imaging and Personal Digital Assistant (PDA) configuration in a gaming environment. Utilized ZenWorks Call Tracking software.
Key3Media Events 09/2002 - 09/2003
Los Angeles, CA
Helpdesk/Desktop Manager
Managed a team of 6 technicians specializing in the advanced technical and analytical work of Helpdesk/Desktop trouble shooting, problem resolution, trouble ticket creation, and routing. Managed all activities involving analyzing, testing, installing, documenting, and maintaining computer application programs. Performed Help Desk/Desktop troubleshooting, imaging, call tracking and maintained metrics for Service Level Agreements (SLA). Assured the Technical Helpdesk team applied appropriate follow-up measures to complete assigned tasks. Interacted with Network support and other support teams on a daily basis to provide updates to the IT Director of systems/application outages and outstanding IT support issues. Utilized Peregrine Call Center software.
NASA (Lockheed Martin IT) 06/2001 - 09/2002
Stennis Space Center, MS
Customer Service Specialist
Provided operating system, Network, Internet, dial-up networking, and application software trouble shooting support to staff and customers. Hardware trouble shooting and/or repairs as required. Installed and configured personal computers and peripherals including operating systems, hardware and software to attach workstations to the Local Area Network (LAN). Supported various OAO-approved desktop applications as well as non-core applications. Maintained wiring closet and Cat-5 cabling configurations. Utilized Remedy Call Tracking software.
Protective Life Insurance Corp 10/1999 - 06/2001
Birmingham, AL
Workstation Support Technician
Provided Helpdesk/Desktop support and troubleshooting with issues concerning Windows 95, 98, NT, and 2000. Supported MS Office 97 and 2000, Internet Explorer 5.5, Lotus Notes 4.6 and R5, Lotus SmartSuite 97 and Millennium, Optika, SmartStream, PC Anywhere, Citrix, and various Protective Life proprietary software. Installed and configured Compaq workstations/network servers also provided configuration and troubleshooting of IBM, Dell, and Toshiba laptops for remote access with CompuServe (PAL) and Nortel Extranet software. Provided workstation to Mainframe and AS/400 connectivity with Extra and IBM PC3270 software. Provided wiring closet and Cat-5 cabling configuration. Maintained DHCP TCP/IP server connectivity to workstations and laptops. Utilized GWI Helpdesk Call Tracking software.
Toyota Motor Sales, Inc. (Spencer Reed) 02/1998 - 10/1999
Torrance, CA
Lexus Team Lead, PC Support
Provided Computer and Network support, software installations, and troubleshooting problems concerning Lotus Notes v4.6, Windows 95 and NT, Rumba 5.U02, Internet Explorer 4.01, PeopleSoft, Office 97, Regis, Clarify, and SAS software. Provided Executive and critical PC support, while assigning duties, managing, and training personnel assigned to the Lexus division. Maintained wiring closet and Cat-5 cabling configuration. Maintained DHCP TCP/IP server connectivity to workstations and laptops. Personal Digital Assistant (PDA) configuration and support for Executives and VPs. Utilized Peregrine Call Center software. Supervised 4 PC Technicians.
EDUCATION
Computer Services Corporation (CSC) - 12/1996
El Segundo, CA
A+ Certification
Computer and Electronic Training Center - 03/1995
Signal Hill, CA
Computer Network Technology
Associated Technical College - 12/1989
San Bernardino, CA
Computer Technology
Jefferson Davis Community College - 06/1983
Gulfport, MS
Business Administration
SKILLS
Helpdesk/Desktop Support and Management
Computer Troubleshooting/Repair and Maintenance
Customer Service, Call Center Experience
HP, IBM, and Lexmark Printer Maintenance
Network Configuration and Maintenance
Novell Network/Microsoft Active Directory Administration
Personal Digital Assistant (PDA) configuration and support
Microsoft Exchange/Outlook, Lotus Notes email support
SMS, SCCM, PcAnywhere, Timbuktu, and VNC Remote Control support
TCP/IP Protocols - Token Ring and Ethernet, FDDI support
Windows 3.1, 3.11, 95, 98, NT, ME, XP, 7, and 2000 Support
Support Magic, Service Desk Express, GWI, Remedy, HEAT, and Peregrine Call Center software’s.
Knowledge of Information Technology Infrastructure Library (ITIL) principles.
REFERENCES
John Mosely
Western Regional Manager - Merrill Corporation
Los Angeles, CA 213-***-****
Jerry Erickson
Manager - IBM
Phoenix, AZ 602-***-****
Danny Speno
Supervisor - IBM
Phoenix, AZ 602-***-****
Fred Collins
Manager - Lear Siegler, Inc / M2 Services
Gulfport, MS 228-***-****
Whayman Fairbanks
IT Manager - Protective Life Corp.
Birmingham, AL 205-***-****
Shaun King
IT Manager - Merrill Corp
Los Angeles, CA 213-***-****
Jerry Watkins
Automotive Technician - Kearny Mesa Ford
San Diego, CA 858-***-**** ext.1721
Frank Carnaggio
Lead Technician - Lockheed Martin IT (NASA)
Stennis Space Center, MS 228-***-****
Kyle Sanford
Senior Staffing Specialist - Insight/Core Staffing
Phoenix, AZ 490-***-****
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