GEORGE W. JOHNSON

Daily maintaining a high level of integrity and quality assurance at all levels of employment. Actively responding to open service tickets Level 2 and 3. Overseeing actionable incidents into detailed, escalation, or conclusion. Regularly called for projects such as software, and hardware migrations along with MAC (Moves, Adds, Changes). Documenting logs in excel and compiling reports to form a matrix.

Working rotating shift but mainly third shift I was solely responsible for monitoring a colocation managed IT Services Provider site. Onsite fully in charge of handling calls, emails, and monitored incidents. Using software tools Paessler PRTG, DynaTrace, and ManageEngine OpManagerm, with Nagios. Observing and investigating in real time Security information and event management (SIEM)Microsoft Sentinel for abnormal activity. Performing Azure Active Directory Connect task on Client facing networks. Handling Sales Force request that are all detailed in the Autotask ticketing system.

Working for GoodwillSEW located at Great Lakes Naval Base. My network administrator duties were quite extensive. Continually improving system security and stability by consulting with service provider, and end-users to identify deficiencies and missing features. Updated Cisco Routers with ATT Vendors to rectify known service issues. Configuring Cisco switches with proper routing protocols when needed. Setting up VPN’s on users personal devices. Improving Knowledge Base with updated SOP in informational pictorials. Protected company information with robust Comodo security systems and effective disaster recovery plans. Managing Merchant PCI compliance over ICT Credit Card Terminals.

• Triaged network alarms and assigned incidents to qualified personnel for resolution
• Handled first-tier troubleshooting of customer voice and data networks
• Oversaw routine technical support for WAN and LAN connectivity, routers, and firewalls
• Supported Cisco, Avaya, and Nortel OEMs with skilled management of installed equipment
• Protected network assets with robust security protocols and regular updates
• Communicated with system users to facilitate account setup and network access
• Protected organizational assets with clear and effective disaster recovery plans, Using IBM Tape rotation and restores when needed, with Iron Mountain Services
• Monitored network performance to identify inefficiencies and determine performance levels. Splunk, Nagios, Observium

• Coordinated computer network access and administration of Google Email
• Along with Windows Server 2002 configurations, updates and AD implementations
• Oversaw Break/Fix of Laptops, PC's, printers, and plotters.
• Using Norton Ghost for imaging
• Prevented data loss with regular backups and sound disaster recovery processes
• Working with HP Lefthand Storage solution.

• Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
• Maintained network hardware and software and monitored network to support network availability to end users.
• Responded to Level 1,2 and 3 Helpdesk tickets when escalated using SNOW ticketing system
• Managed computer operation scheduling, backup, storage and retrieval functions.
• Maintained applications to keep software current with necessary software updates and upgrades.