Ariel Johnson
Harlingen,TX
Summary
Focused Help Desk Analyst with 10 years of experience providing quality customer support . Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Diligent with completing support tickets and persistent in finding resolutions that might include thinking outside of the box. Overall I am a team player and am dedicated to getting things done.
Overview
10
10
years of professional experience
Work History
Help Desk Analyst II
TEXAS STATE TECHNICAL COLLEGE
12.2022 - Current
- Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for both software and hardware issues
- Manage user accounts to resolve issues like lock outs and resets
- Install and configure computers remotely (install software, adjust account access, add to domain), both Mac and Windows devices.
- Utilize Team Dynamix ticket system to edit, assign, and work tickets. As well as direct ticket queue for teams, and escalate issues as needed.
- Managed high levels of call flow and organized alerts for campus wide service disruptions.
- Collaborated with IT team members to identify source of application errors, and helped identify solutions for recurring problems.
- Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
- Worked with other IT teams to oversee new enterprise software implementation to manage student accounts (moving from Salseforce to Element 451)
End User Support Specialist II
TEXAS A&M HEALTH SCIENCE CENTER
11.2017 - 11.2022
- Manage computers and work-related devices for campus, this includes regular updates, encryption, software management and deployment
- Local repair or computer upgrades, and inventory
- Extensive experience in preparing new equipment for use by imaging and working one on one with users to ensure they have all needed software to perform their assigned duties
- Troubleshoot digital signage software on campus (Fourwinds)
- Manage local security audits and ensure all recorded lists of equipment are up to date in active directory, experience with encryption services (workspace one/Airwatch, windows bitlocker in connection with Manage engine)
- Experience in preparing devices for safe disposal, drive wipes and destruction
- Preparing wireless hotspot devices for community program groups, to ensure secure use via Mac filtering and other security measures
- Experience with setting up and designing tele-conference rooms (hardware install, projector, audio)
- Extensive experience with troubleshooting and diagnosing hardware and software issues for desktops, laptops, tablets, and printers, both in person and remotely
- Experience leading statewide projects and collaborating with different teams to oversee the safe decommission of security software
- Experience in server configuration for computer imaging, HVAC, and security monitoring
- Very familiar with ticketing systems Dell Case, Service now, to document and track work.
IT Support Analyst II
CITY OF MCALLEN
12.2014 - 10.2017
- Oversee the daily performance of computer systems, provide remote support via remote client as well as support in person and support over the phone in a call center environment
- Monitor functioning of equipment and make necessary modifications to ensure system operates in conformance with specifications, such as hardware upgrades to ram, video cards, fans, as well as preforming installations of operating systems and new images
- Install and maintain hardware such as computers, printers, and wireless devices such as laptops, wireless printers, tablets and phones
- Placing computers on the local domain and network, troubleshoot network or connectivity problems for users, such as IP conflict errors, and determining if the issue is the user’s connection or a network error
- Manage and provide support for users accounts on Active directory such as enabling user accounts, editing information, and resting credentials
- Document help desk requests and resolutions
- Handle support tickets and work orders.
Instructional Technologies Tech
SOUTH TEXAS COLLEGE
03.2014 - 12.2014
- Preforming set ups of Audio equipment, (Microphones, Audio mixers, Speakers)
- School wide cleaning and testing of all multimedia equipment
- Setting up conference rooms, running cabling, testing video streaming
- Working with Professors and providing technical support for computers and audio/video interfaces
- Troubleshooting projectors, smartboards, conferencing equipment, and sympodiums
- Installing projector screens, re-terminating video cables, providing good cable management.
Education
Computer and Network Specialist -
SOUTH TEXAS COLLEGE
MCALLEN, TX05.2014
Associates in Computer Networking -
SOUTH TEXAS COLLEGE
MCALLEN, TX05.2014
Skills
- Desktop support
- Online Chat Support
- Documentation Development
- Equipment Repair
- Attention to Detail
- Teamwork and Collaboration
- Customer service expert
- Multitasking Abilities
- Self-Directed
Timeline
Help Desk Analyst II
TEXAS STATE TECHNICAL COLLEGE
12.2022 - Current
End User Support Specialist II
TEXAS A&M HEALTH SCIENCE CENTER
11.2017 - 11.2022
IT Support Analyst II
CITY OF MCALLEN
12.2014 - 10.2017
Instructional Technologies Tech
SOUTH TEXAS COLLEGE
03.2014 - 12.2014
Computer and Network Specialist -
SOUTH TEXAS COLLEGE
Associates in Computer Networking -
SOUTH TEXAS COLLEGE