Diversely Skilled Technical Analyst with10+ years Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication. Competent Technical Support Associate well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert [Software and troubleshooting tools user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Hi, I’m
Barbara Johnson
Technical Support
Fairburn,GA
Summary
Overview
24
years of professional experience
1
Certification
Work History
T-Mobile
Technical Support Associate
05.2021 - Current
Job overview
- Excellent customer service and troubleshooting various network platforms as Dialpad, Cradle point, Business Internet, Sync up drive devices, Network issues Account Issues, tracking, Activations, IP forwarding, escalations, ticketing, follow ups, documentation, utilizing all T-Mobile tools and resources to ensure first time resolution, communicating across teams managed 30-50 calls per day.
- Reduced customer effort and keeping up metrics.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
- Streamlined troubleshooting process for improved resolution times and increased customer satisfaction.
- Implemented proactive measures to prevent recurring technical problems, reducing support ticket volume.
- Provided timely responses to customer inquiries, ensuring high level of client satisfaction and retention.
AT&T
Operations Force load Analyst
08.2006 - 03.2018
Job overview
- Managed creative projects from concept to completion, while managing outside venders. Managed over 50 calls per day.
- Monitored network performance and provided network performance statistical reports for real-time and historical measurements
- Consistently met deadlines and ensured system data availability and integrity through preventive maintenance.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
Catholic Health East
Helpdesk Support Analyst
03.2000 - 07.2006
Job overview
- Developed new process for employee evaluation which resulted in marked performance improvements
- Supported Chief operating officer with daily functions
- Performed initial client assessment and analysis to begin research
- Obtained documents, clearances, certificates and approval from local state and federal agencies
- Active directory for deleting and adding passwords, troubleshooting all software and hardware issues.
- Enhanced customer satisfaction by efficiently resolving technical issues through phone, email, and chat support. Managed 30-50 calls per day
- Contributed to positive team environment by assisting colleagues with complex helpdesk requests.
- Streamlined internal processes for better ticket management, improving overall helpdesk productivity.
- Escalated critical issues to appropriate teams, resulting in reduced downtime for clients experiencing technical difficulties.
- Developed extensive knowledge base of common issues and resolutions, enabling quicker resolution times for incoming tickets.
- Conducted remote diagnostics and repairs on client systems, minimizing customer need for onsite visits by IT staff.
- Explained technical information in clear terms to non-technical individuals to promote better understanding
Education
Colorado Technical UniversityColorado Springs, CO
Bachelor of Science from IT With A Concentration in Software Engineering
11.2026
University Overview
GPA: 4.0
- Honor Roll semester 1,2, 2023
Shorter UniversityRome, GA
Business Administration from Business Administration
12.2016
University Overview
Relevant Coursework
CHI Institute RETS CampusBroomall, PA
Diploma from Computer Networking
07.2000
University Overview
GPA: 3.2
Community College of PhiladelphiaPhiladelphia, PA
Some College (No Degree) from General Studies
University Overview
Relevant Coursework
Continuing education in General Studies
Skills
- Hardware Configuration
- Backup Procedures
- Remote Problem Resolution
- Troubleshooting
- Windows 10
- Software Rollouts
- Data Collection
- Cloud-Based Application Support
Accomplishments
Accomplishments
- Trained and led technical support teams of more than 10+ years support specialists.
Technical Support Associate, 756-7166, Barbara.Johnson289@T-Mobile.com
Affiliations
Affiliations
- T-MOBILE Diversity and Inclusion
Certification
- Certified Operation Support Analyst, SIX SIGMA GREEN BELT - AT&T 6MONTHS
- HDI, Microsoft -
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Since the initial publication of the chart of the electromagnetic spectrum, humans have learned that what they can touch, smell, see, and hear is less than one-millionth of reality.
Timeline
Technical Support Associate
T-Mobile
05.2021 - Current
Operations Force load Analyst
AT&T
08.2006 - 03.2018
Helpdesk Support Analyst
Catholic Health East
03.2000 - 07.2006
Colorado Technical University
Bachelor of Science from IT With A Concentration in Software Engineering
Shorter University
Business Administration from Business Administration
CHI Institute RETS Campus
Diploma from Computer Networking
Community College of Philadelphia
Some College (No Degree) from General Studies
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