Adrian Johnson
San Antonio,TX
Summary
Proven IT professional with extensive experience in system troubleshooting and remote support, notably at City of Austin. Skilled in Azure Active Directory and critical thinking, efficiently resolved technical issues, enhancing customer satisfaction. The work has led to the creation of over 30 knowledge articles, demonstrating a commitment to continuous improvement and superior service delivery.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Information Technology System Support Analyst
City of Austin
2022.08 - Current
- Identifies, investigates, and resolves users’ problems with computer software and hardware for several departments with the City of Austin, but not limited to departments of Austin Public Safety, Water, Public Health, Travis County, and Park Services. Serving around 13,000 plus city employees and vendors.
- Collaborated with other IT groups and staff to update, create, or change knowledge base documentation in Service Now. Follow a documentation review process to improve and expand the knowledge base. Currently have processed over two hundred knowledge article change requests and created 30 plus new knowledge articles for the City of Austin.
- Provided overwatch for the ticket queue, routed, and documented where tickets would be routed to. Communicated with users or staff via email or phone to obtain more information if required to properly process the ticket.
- Guided users through diagnostic and troubleshooting processes for various issues, which included the use of diagnostic tools and software and/or following verbal instructions, but not limited to Dame Ware Remote Tool and TeamViewer. Applications and services used to support the City of Austin: Azure Admin Console, Active Directory, Group Policy Management, PowerShell, Adobe Admin Console and many more applications.
- Collaborated with other staff to research and resolve problems as well as programmers to explain errors and/or recommend modifications in programs.
- Applications supported ranged from Windows 10/11, macOS 10.13 or newer, iOS, Android-OS, Microsoft Enterprise Applications, and other third-party apps such as Zoom, Adobe Acrobat/ Sign, etc.
Technical Specialist
Whitehat Virtual Technologies
2022.04 - 2022.08
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved 15 technical support inquiries per day.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Supported various operating systems including Windows 8/10/11, macOS, iOS and hardware devices such as computers, servers, routers, modems, and more.
Onboarding Specialist
NIIT
2021.09 - 2022.05
- Coordinated pre-employment screenings, background checks, and documentation requirements to expedite hiring timelines and reduce potential delays in bringing talent onboard.
- Put together employee files and collected required digital or physical information to meet requirements.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
- Processed between 1 to 5 new employees a week. Used Work Day to process new users into the Boeing Company.
Apple Technical Support Representative
Kelly Services
2021.07 - 2021.09
- Maintained up-to-date knowledge of Apple products, software updates, and emerging technologies to provide accurate information to customers.
- Effectively translated complex technical information into user-friendly language for customers lacking advanced expertise.
- Reduced escalations to higher-level support teams by effectively resolving customers'' inquiries on initial contact. Maintained above 85 percent positive feedback rating monthly, answering around 20 to 40 service desk calls per day.
- Collaborated with team members to share knowledge and develop solutions for complex technical problems.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Supported various different Apple applications and hardware.
Apple Senior Technical Advisor
IBEX Global
2019.08 - 2021.06
- Support any software or hardware issues on iPhone, iPads, iPods, Apple TV hardware, most Mac systems besides (OSX Servers), Apple Accessories and operating system macOS and iOS and apps included in those products.
- As a Apple Senior advisor offers the highest level of troubleshooting on Apple products and services available to the customer. Senior Advisors assist Tier 1 advisors on difficult troubleshooting tasks or difficult customer scenarios. Acted as a teacher and mentor to provide troubleshooting support and encouragement when my advisors feel stuck on a complicated issue by providing them specific feedback on how to complete the task while pointing out specific internal support articles that will assist them to complete the task at hand. Consulted with internal and external clients via email and telephone correspondence to identify business needs and define technical requirements.
- As an Apple Mac+ Senior Advisor, provided software and hardware troubleshooting on Apple iOS and Mac OS devices over the phone to customers of all needs and experience levels. Troubleshooting is provided in the form of guided learning to ensure that the customers issues are resolved, and that the customer feels better educated with their Apple devices. Senior Advisors are fully empowered to make managerial decisions while interacting with customers.
- Help track and monitor emerging issues with new Apple software and hardware by providing issue descriptions, troubleshooting steps and issue resolutions to Apple Engineers to ensure that Apple can quickly and accurately distribute the proper training to all Apple Advisors Worldwide.
Education
Associate of Science - Network And System Administration
Northwest Vista College
San Antonio, TX05.2025
Bachelor of Science - Political Science
Southern New Hampshire University
Hooksett, NH06.2022
Associate of Science - General Studies
Mississippi Gulf Coast Community College
Perkinston, MS05.2017
Skills
- Remote Support
- Problem Resolution
- System monitoring
- Software Installation
- System Troubleshooting
- System Upgrades
- Office 365 Administration
- Group Policy management
- Azure Active Directory
- Customer Service
- Critical Thinking
- Active Listening
Certification
NDG Introduction to Linux I - Course Completion Certificate
CCNA: Introduction to Networks - Course Completion Certificate
CCNA: Enterprise Networking, Security, and Automation -Course Completion Certificate
Timeline
Information Technology System Support Analyst
City of Austin
2022.08 - Current
Technical Specialist
Whitehat Virtual Technologies
2022.04 - 2022.08
Onboarding Specialist
NIIT
2021.09 - 2022.05
Apple Technical Support Representative
Kelly Services
2021.07 - 2021.09
Apple Senior Technical Advisor
IBEX Global
2019.08 - 2021.06
Associate of Science - Network And System Administration
Northwest Vista College
Bachelor of Science - Political Science
Southern New Hampshire University
Associate of Science - General Studies
Mississippi Gulf Coast Community College
NDG Introduction to Linux I - Course Completion Certificate
CCNA: Introduction to Networks - Course Completion Certificate
CCNA: Enterprise Networking, Security, and Automation -Course Completion Certificate
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