Darius Johnson
Atlanta,GA
Summary
A mid-level IT professional System Specialist/ Desktop Support Engineer with 7+ years of experience in a corporate environment. A self-starter in personal work. An enthusiastic teammate when collaborating with other teams. Excellent customer service for internal and external employees, the ability to build strong relationships, resolve complex issues and win customer loyalty. Entrepreneurial skills with the ability to listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Consistently recognized for technical troubleshooting skills used to resolve challenging technical issues rapidly and cost-effectively. Ability to work in a demanding, fast-paced environment. Experience with Python, C++, PowerShell and HTML /HTML5 scripting. Experience in technical documentation and reporting project metrics for helpdesk support. Pursuing knowledge within the Cybersecurity with a goal of obtaining a Sec+ Certificate. Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
9
9
years of professional experience
Work History
IT Support Analyst II
OFS Fitel LLC.
03.2022 - 08.2023
- Tier1 & Tier2 Helpdesk Support
- Assist with Vendor Relations and ensure Vendors are properly set up for access
- Experience and knowledge in MS AD and other services such as DNS, DHCP, etc
- Provided Production Floor Support for Fiber PC’s
- Coordinate with the Infrastructure Team to improve Onboarding Process, IT Asset Management, Offboarding Process, Vendor Relations
- Assisted with CyberSecurity Awareness for employees
- Experience and knowledge upgrading endpoint PC’s to the latest Endpoint Protection application
- Mobile Device Management for employees requiring cell phones and OFS Application
- Identified areas that would need improvement in regards to IT Hardware policies, User Access policies, and protocols that would require a credible verification process for employees.
IT Support Analyst
WestRock Company
01.2016 - 02.2022
- Tier1 & Tier2 Helpdesk Support
- Respond to all user calls in a professional timely manner to ensure customer satisfaction
- Coordinate in a timely manner with other IT teams to resolve production impacting incidents
- Assist with Vendor Relations and ensure Vendors are properly set up for access
- Knowledge and experience in ServiceNow Ticketing system
- Experience and knowledge in performing OS imaging via SCCM client
- Experience and knowledge in MS AD and other services such as DNS, DHCP, etc
- Experience troubleshooting and repairing SCCM clients on end-user devices
- Experience troubleshooting and repairing O365 applications and OneDrive on end-user devices
- Networking knowledge and TCP/IP troubleshooting
- Agile Methodology Knowledge
- Experience with PowerShell scripts for end-user troubleshooting devices and HTML /HTML5 scripts for creating Knowledge Base Articles per WestRock standards
- Experience and participated in Test & Live Environments within Azure MFA (Mobile Device Management)
- Experience Identifying trends in users’ incidents to predict future
- Properly document and track the details of the problem, analyze both status and resolution
- Execute ticket reviews, statistical reports or manage special projects as needed
- Create and Manage Service Desk Knowledge Base Articles – documenting software & hardware functionality and support
- Assist with on-site/remote technical training orientation
- Experience training employees on CyberSecurity Awareness.
Web Administrator
Univ. of Hawaii
01.2015 - 05.2015
- Created the Center of Excellence - Cyber Security Coordination Center website for the University of Hawaii - West Oahu
- Provided students, faculty, and the community with information for security assurance and awareness
- Reviewed and updated web page content or links in a timely manner, using appropriate tools
- Monitored systems for intrusions or denial of service attacks, and report security breaches to appropriate personnel
- Developed web site performance metrics and provided training and technical assistance in web site implementation and use.
Education
Bachelor of Science - Computer Information Systems
University of Hawaii
05.2015
Skills
- System Analysis
- Workflow Analysis
- Process Enhancement
- Regulatory Compliance
Projects
SSD RAID1 Setup, OFS Fitel, The SSD RAID1 project was initiated to help reduce redundancy and data loss between on-prem Fiber Manufacturing PC’s. Retrieved an image of every PC and imaged each individually to 2 SSD Drives. The drive was set up with Intel Optane Solution/Intel RAPID Solution for the RAID setup., 20 Cyber Security Coordination Center, University of Hawai’i, Migrated the data from an old school resources site to a newly created site. Researched quantitative and qualitative data and different methodologies for attracting the public and information that should be known to the public, 08/01/18, 11/01/18 Domain Migration, Westrock, Assisted with employees’ migration to new domain and training on MFA and O365., 01/01/16, 02/01/17 Windows 10 Deployment, Westrock, Assisted with the testing and deployment of Windows 10 to the company., 03/01/17, 10/01/17 Vendor Account Overhaul, Westrock, Assisted WestRock Vendors regain access to WestRock resources using the proper Vendor protocol., 08/01/18, 11/01/18
Timeline
IT Support Analyst II
OFS Fitel LLC.
03.2022 - 08.2023
IT Support Analyst
WestRock Company
01.2016 - 02.2022
Web Administrator
Univ. of Hawaii
01.2015 - 05.2015
Bachelor of Science - Computer Information Systems
University of Hawaii
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