Angel M. Johnson
Jonesboro,GA
Summary
Customer-focused IT Support and Service Desk professional with 18 years of experience supporting users through phone, email, chat, and ticketing systems in fast-paced remote environments. Strong background in Tier 1 technical support, authentication and access issues, Windows systems, VPN connectivity, CRM/ITSM tools, and incident documentation. Known for professionalism, patience, and effective handling of escalated or distressed users. Seeking to grow within a Tier 2 IT Support role in a Managed Services or cloud-focused organization.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Remote Distressed Passenger Agent / Hotel & Travel Consultant
FLEETCOR
07.2022 - Current
- Provide real-time remote support to customers during time-sensitive travel disruptions.
- Serve as first point of contact via inbound and outbound calls, email, and chat.
- Troubleshoot booking, access, and system-related issues while documenting all actions in CRM systems.
- Prioritize incidents based on urgency and customer impact.
- Maintain professionalism and empathy while supporting distressed or escalated users.
- Work daily with Microsoft Office and internal support platforms.
Customer Service Representative / Remote Call Center
Getix Healthcare
05.2021 - 01.2023
- Supported customers with billing systems, account access, and payment processing.
- Verified identity and protected sensitive patient information in compliance with HIPAA regulations.
- Documented incidents and resolutions accurately in CRM systems.
- Delivered consistent, high-quality support in a fast-paced remote environment.
Customer Service Representative / Tech Support I
Alorica
Decatur, GA
07.2019 - 04.2021
- Provided Tier 1 technical and customer support for high-volume inbound calls.
- Assisted users with account access, authentication, billing inquiries, and basic technical troubleshooting.
- Resolved common software, connectivity, and system navigation issues using scripted solutions and internal knowledge bases.
- Verified customer identity and safeguarded sensitive customer data.
- Documented incidents, troubleshooting steps, and resolutions in CRM and ticketing systems.
- Escalated unresolved or complex technical issues to Tier 2 support teams following established procedures.
- Maintained professionalism and patience when handling escalated or frustrated customers.
- Met or exceeded performance metrics for call quality, resolution time, and customer satisfaction.
Banker / Agent
Wells Fargo
Columbia, SC
10.2010 - 06.2012
- Resolved customer account and access issues while adhering to strict security and compliance standards.
- Assisted with training staff on systems, procedures, and customer service expectations.
- Maintained detailed documentation and performance records.
Supervisor / Manager (Various Roles)
Intermedia Marketing Solutions | House of Charms
Orangeburg, SC
01.2005 - 01.2011
- Supervised teams, handled escalations, and coached employees on performance and compliance.
- Managed workflows, scheduling, reporting, and performance evaluations.
- Developed strong leadership, communication, and documentation skills.
Education
Some College - Computer Science
Voorhees College
Denmark, SC05.2008
High School Diploma -
Orangeburg-Wilkinson High School
Orangeburg, SC05.2003
Skills
- Tier 1 / Tier 2 Technical Support
- Remote & After-Hours Phone Support
- ITSM / Ticketing Systems (Zendesk, CRM)
- Windows End-User Support
- Account Access & Authentication Support
- VPN & Connectivity Troubleshooting
- Incident Prioritization & Escalation
- Knowledge Base & Documentation
- Customer De-escalation & Communication
- Operating Systems:
- Windows (end-user support)
- Support Tools & Platforms:
- Zendesk, CRM systems, Microsoft Office, Slack, VPN tools
- IT & Security Concepts:
- Authentication, account lockouts, antivirus software, software troubleshooting, PCI & HIPAA compliance
- Networking (Foundational):
- VPN, Ethernet, basic connectivity troubleshooting
- Databases & Web (Foundational):
- Microsoft SQL Server (basic), HTML5, XML, Java
Certification
Driver’s License
Professional Strengths
- Strong phone presence and customer-first mindset
- Excellent documentation and attention to detail
- Comfortable with escalations and after-hours support
- Adaptable to new systems and technologies
- Reliable, self-motivated, and effective in remote roles
Timeline
Remote Distressed Passenger Agent / Hotel & Travel Consultant
FLEETCOR
07.2022 - Current
Customer Service Representative / Remote Call Center
Getix Healthcare
05.2021 - 01.2023
Customer Service Representative / Tech Support I
Alorica
07.2019 - 04.2021
Banker / Agent
Wells Fargo
10.2010 - 06.2012
Supervisor / Manager (Various Roles)
Intermedia Marketing Solutions | House of Charms
01.2005 - 01.2011
Some College - Computer Science
Voorhees College
High School Diploma -
Orangeburg-Wilkinson High School