Cortez Johnson
Detroit,MI
Summary
With a proven track record at FISERV SOLUTIONS LLC, I excel in POS systems and customer service, demonstrating exceptional problem-solving aptitude and oral communication skills. My expertise spans to firewall management and troubleshooting, significantly enhancing system efficiency and security. I am a highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
LEVEL 2 SENIOR TECH ASSOCIATE
FISERV SOLUTIONS LLC
Milwaukee, WI
03.2023 - Current
- Installed, configured, and maintained computer hardware, software systems, and peripherals for Point Of Sale systems.
- Tested POS systems to ensure proper functioning of components such as barcode scanners, printers, and cash drawers.
- Provided technical assistance and troubleshooting support for customers experiencing difficulties with their POS systems.
- Assisted in the implementation of new POS solutions by training staff on proper usage of equipment.
- Resolved customer inquiries related to POS system operations over the phone
- Configured customer networks to enable connection between all POS devices including computers, cash registers, and credit card terminals.
- Removed malfunctioning components and replaced with new or refurbished parts.
- Answered emergency calls for equipment repair with prompt arrival to sites on nights, weekends and holidays.
Technical Support Analyst
NTT MANAGED SERVICES AMIERICAS LLC
Southfield, MI
01.2021 - 01.2023
- Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
- Created detailed reports on system performance and user feedback for management review.
- Maintained up-to-date documentation of all computer systems, networks, and peripherals.
- Served as a point-of-contact for customers during major outages or service disruptions.
- Monitored and tracked system performance to identify potential issues before they become problems.
Technical and Software Support Analyst
HTC Global
10.2020 - 05.2021
- Received and documented incoming client calls.
- Research, resolve, and respond to clinical and technical questions received via telephone calls, emails, and other channels. Callbacks should be made in a timely manner, and problems should be escalated to the appropriate individual or group.
- Assist in resolving user and support issues among company sites to ensure timely knowledge distribution, and a positive impact on user satisfaction.
- Routinely contribute to the Clinical Knowledge Base.
- Diagnosed and resolved user issues efficiently to boost productivity.
- Acquire and maintain current knowledge of relevant clinical and technical product offerings, and support policies, to provide technically accurate solutions to customers.
- Contributed to team projects improving resolution center quality and efficiency.
- Developed familiarity with leading EMR platforms such as Epic, Cerner, and Meditech.
- Assisted clinicians throughout patient admission to discharge process.
- Troubleshot problems affecting patient care with medical professionals.
Network Support Specialist
365 Retail Markets
07.2018 - 09.2019
- Responsible for maintaining software application and performance
- Identified corrupt credit files that are impertinent to consumer credit transactions
- Utilize sophisticated software tools to manage, monitor and troubleshoot local and international kiosk
- Utilized Zendesk ticketing system to document and track case resolutions
- Efficient in handling escalated issues
- Efficient in handling software and driver installations
- Effectively troubleshot FortiGate firewalls and cisco routers
- Performed system and software updates on Windows 10, 8 and Linux based PCs
- Used excel spreadsheets to import and export new and existing users
- Created User Accounts in private owned Active Directories
- Implemented 2-factory authentication for web users and international user accounts
- Maintained and troubleshot printers using Windows
- Implemented API and third-party integrations
- Tracked customer transactions using logs files
Level 1 Firewall Analyst
VIKING CLOUD INC
Southfield, MI
04.2016 - 06.2018
- Implemented security measures such as access control lists, firewalls, IPS and IDS systems for secure data transmission.
- Configured, monitored and maintained network hardware, software and communication links.
- Tested and evaluated network systems to eliminate problems and make improvements.
- Provided technical support to users experiencing difficulties with their computer systems or networks.
- Resolved complex performance issues related to network configurations, applications, protocols.
- Monitored network traffic using tools such as Wireshark, Netflow Analyzer or similar programs.
- Managed user accounts within the Active Directory domain structure.
Education
General associate’s degree - Net Security +, A+ Hardware
Henry Ford College
01.2015
Highschool Diploma - general studies
Martin Luther King Junior Senior Highschool
01.2010
Skills
- Customer service orientation
- Oral communication
- Point of sale operation
- Point of sale systems
- Problem-solving abilities
- Multitasking Abilities
- Complaint Handling
- Issue refunds
- Microsoft applications proficiency
- VMWare experience
- Troubleshooting
- Desktop and laptop expert
- WAN and LAN installations
- System monitoring
- Switches and routers
- Firewall configuration
- Firewall Management
- Web Security
- Problem-solving aptitude
Timeline
LEVEL 2 SENIOR TECH ASSOCIATE
FISERV SOLUTIONS LLC
03.2023 - Current
Technical Support Analyst
NTT MANAGED SERVICES AMIERICAS LLC
01.2021 - 01.2023
Technical and Software Support Analyst
HTC Global
10.2020 - 05.2021
Network Support Specialist
365 Retail Markets
07.2018 - 09.2019
Level 1 Firewall Analyst
VIKING CLOUD INC
04.2016 - 06.2018
General associate’s degree - Net Security +, A+ Hardware
Henry Ford College
Highschool Diploma - general studies
Martin Luther King Junior Senior Highschool
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