Cierra Johnson
Winston-Salem,NC
Summary
Results-driven IT professional with experience in delivering technical support and troubleshooting in both corporate and educational settings. Proven ability to resolve hardware, software, and network issues efficiently through roles at HCL America and Durham Public Schools. Skilled in providing exceptional customer service while ensuring system reliability and user satisfaction. I am eager to apply my technical skills and support experience to contribute to a team and enhance overall IT operations.
Overview
2
2
years of professional experience
Work History
IT Support Technician Tier I - Elementary
Durham Public Schools
09.2021 - 03.2022
- Provide first-line investigation and diagnosis of incidents and requests
- Support personal computer systems by installing, configuring, and maintaining hardware and software
- Troubleshoot basic to moderate level technical issues and requests
- Resolve issues and requests in accordance with Service Level Agreements; otherwise escalate to appropriate level II personnel and follow standard operating procedures as agreed upon regarding ticket ownership
- Participates in efforts to continuously improve IT Support performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfactions
- Contributes to knowledge base by documenting known errors, workarounds, procedures, and application specific information
- Travel to all Durham Public School’s sites
- Support schedule rotations, with some evenings, weekends, for support, maintenance, or other project work
Analyst-Help Desk
HCL Technologies Company
08.2020 - 08.2021
- Provided first-level support for hardware and software issues, troubleshooting and resolving technical problems for end users via phone, email, and chat
- Monitored and managed incoming tickets, ensuring that all service requests and incidents were documented, categorized, and prioritized accordingly
- Delivered excellent customer service while resolving complex technical issues in a timely and efficient manner, maintaining high user satisfaction
- Diagnosed technical problems related to systems, applications, and networks; coordinated with internal teams for advanced troubleshooting as necessary
- Contributed to the development and maintenance of internal knowledge base articles, providing self-help resources to reduce recurring issues
- Assisted in the setup and installation of hardware (computers, printers, etc.) and software, ensuring all systems were properly configured and running
- Performed routine checks and maintenance of company systems and software to ensure smooth operations
- Identified high-priority issues and escalated them to senior IT staff or specialists, ensuring timely resolution
- Documented all troubleshooting steps and solutions for future reference, helping improve efficiency in resolving similar issues
- Provided training and guidance to users on new software applications, IT policies, and effective system usage
Education
Master of Science - Information Technology (IT)
North Carolina A&T State University (NCA&T)
Greensboro, NC05.2025
Skills
- Java
- JavaScript
- SQL
- HTML
- Shell Scripting
- NetBeans
- JGrasp
- Eclipse
- Microsoft Word
- Excel
- Windows
- MAC OS
- Troubleshooting abilities
- Remote support
- Technical support
- Troubleshooting skills
- Team collaboration and leadership
- Repair skills
- Documentation and reporting
- System maintenance
- Excel proficiency
- Software installation
- Ticket management
- Data research and validation
- Network configuration
- Repair expertise
- Risk analysis
Accomplishments
- Chancellors List, 09/20
- Dean’s List, 09/19
- Best App development, 06/17
Co Curricular Involvement
- Girls on Fire, 08/19, 01/20, Mentored a coding group for young ladies ages 11-13.
- Community Service, 08/18, 04/19, Fed homeless at NC A&T/ Back to school events.
Business
Entrepreneur, Legal Shield, 04/21, Present, Coordinate with your attorney to handle speeding ticket to reduce fines and points., Works to get disputes with utility companies, tenants, and anyone resolved., Call your attorney to write you letter or make calls to collect debt., Provides connections immediately with 24/7 access for emergency situations.
Timeline
IT Support Technician Tier I - Elementary
Durham Public Schools
09.2021 - 03.2022
Analyst-Help Desk
HCL Technologies Company
08.2020 - 08.2021
Master of Science - Information Technology (IT)
North Carolina A&T State University (NCA&T)
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