Autumn Johnson
Ocala,FL
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
5
5
years of professional experience
Work History
IT Technician
Everise
09.2021 - Current
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and quickly troubleshot errors.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
Technical Support Representative
Foundever
08.2019 - 09.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Data Entry Clerk
Kelly Services
11.2018 - 04.2019
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
Education
Bachelor of Science - Biology
Norfolk State University
Norfolk, VA05.2023
Skills
- Desktop Technical Support
- Hardware Installation
- Technical Support
- Software configuration
- Remote Support
- Network Troubleshooting
- System Administration
- Network Maintenance
- Help Desk Operations
- Application installations
- IT Documentation
- Network Security
- Customer service expert
- Call Center Operations
Timeline
IT Technician
Everise
09.2021 - Current
Technical Support Representative
Foundever
08.2019 - 09.2021
Data Entry Clerk
Kelly Services
11.2018 - 04.2019
Bachelor of Science - Biology
Norfolk State University