Caitlin Johnson
Locust Grove,VA
Summary
Detail-oriented IT and Customer Service Support Specialist skilled in system troubleshooting, remote support, and customer relationship management. Proven ability to resolve complex issues and enhance user satisfaction through effective communication and collaboration.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Tier 1 IT Support Specialist-FEMAGO Help Desk
Karthik Consulting
Falls Church, VA
07.2022 - 12.2025
- Worked as a FEMAGO Tier 1 technician to ensure customers were helped promptly and as efficiently as possible.
- Resolved technical issues by performing systematic troubleshooting and engaging relevant teams for support.
- Communicated technical information clearly to non-technical users, fostering better customer relationships.
- Facilitated remote support sessions, effectively addressing customer concerns without on-site visits.
- Provided technical support to customers via phone, email and chat.
- Diagnosed system errors and performed troubleshooting steps.
- Demonstrated technical skills in systems management, security, service management, applications and networking and solved complex problems according to established procedures and industry best practices.
- Documented and tracked all customer interactions, using our ticketing system.
- Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.
- Executed follow-up procedures to ensure resolution effectiveness, and customer satisfaction.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Tier 2 IT Support Specialist- FEMAGO Help Desk
Karthik Consulting
Falls Church, VA
07.2023 - 12.2025
- Served as first point of contact for escalated Tier 1 tickets.
- Investigated reported issues, coordinated with internal teams and devised strategies for responding to customers.
- Assisted users with troubleshooting network connectivity and application functionality problems.
- Provided technical support for hardware and software issues across diverse client environments.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Managed ticketing system to track and resolve IT support requests efficiently.
- Developed training materials for new staff, ensuring consistency in customer support practices.
- Documented problems and solutions to train lower-level support on how to address customer technical issues.
- Created scripts to automate repetitive tasks and to enable faster troubleshooting.
- Conducted training sessions for users regarding application usage and functionality.
- Maintained and updated knowledge base articles, facilitating quick resolution of customer inquiries.
- Tested new software applications prior to release into production environment.
- Assisted leadership with the distribution of email inquiries sent by customers to the appropriate Tier 1 and Tier 2 technicians.
Education
High School Diploma -
Marist College
Poughkeepsie, NYSkills
- System troubleshooting
- Remote support
- Software testing
- Customer relationship management
- Escalation handling
- Ticketing system proficiency
- Team collaboration
- User training
- Time management
- Customer service expert
- Call tracking
- MS office proficiency
- Technical troubleshooting
- Ticket support system management
Certification
- Active Public Trust Clearance
Timeline
Tier 2 IT Support Specialist- FEMAGO Help Desk
Karthik Consulting
07.2023 - 12.2025
Tier 1 IT Support Specialist-FEMAGO Help Desk
Karthik Consulting
07.2022 - 12.2025
High School Diploma -
Marist College