Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Eric Johnson

Ellicott City,MD

Summary

A customer-oriented and certified information technology specialist with extensive experience providing system support and user support in both government and commercial settings. Skilled with system and component repairs for a broad range of desktop, network, laptop systems and computer peripherals. Combines Solid knowledge of Cisco operating systems, Microsoft applications, and layered software products with customer service and helpdesk expertise. Team player with strong organizational expertise, attention to detail, and demonstrated ability to succeed in a demanding environment.

Overview

7
7
years of professional experience
1
1
Certification

Work History

System Administrator

General Dynamics
01.2022 - Current
  • Simplifies troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
  • Provision new software and hardware for use, following established security policies.
  • Manage user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
  • Maintains a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
  • Manage onboarding and offboarding of employees.
  • Reduce downtime by proactively identifying and resolving potential issues through thorough system monitoring.
  • Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.
  • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems.
  • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
  • Manage Exchange Online users, manage recipients - create, modify, delete, shared mailbox, and distribution List.
  • Enhance system performance by conducting thorough hardware diagnostics and implementing necessary upgrades.
  • Documented support interactions for future reference.
  • Diagnosed and troubleshoot hardware, software, and network issues.
  • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
  • Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications.
  • Active Directory Administrator offering technical support to users, and handling Security Groups, user, and admin accounts.
  • Manage Exchange Online users, manage recipients - create, modify, delete, shared mailbox, and distribution List.
  • Provides remote desktop support through a centralized server.

IT Support Specialist

Heritage MileOne AutoGroup
04.2019 - 01.2022
  • Enhanced system performance by conducting thorough hardware diagnostics and implementing necessary upgrades
  • Assisted in the development of system security protocols.
  • Documented support interactions for future reference.
  • Diagnosed and troubleshoot hardware, software, and network issues.
  • Configured hardware and granted system permissions to new employees.
  • Used ticketing systems to manage and process support actions and requests (KACE System Management Appliance).
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Setup user's email accounts (Outlook & Thunderbird).
  • Responded to customer inquiries and provided technical assistance over the phone and in person.
  • Installed, configured, and maintained computer systems and network connections.
  • Configured and test new software and hardware.
  • Created and terminated user accounts and assigned permissions.
  • Configured hardware devices and set up workstations for employees.
  • Troubleshoot user desktops, laptops, iPads, printers, scanners, etc.
  • Managed high levels of call flow and responded to over 50 technical support needs per day.
  • Field inbound phone calls to deliver support and remotely resolve service issues.

Help Desk Technician

Douala IT
07.2017 - 04.2019
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
  • Developed strong relationships with clients through excellent communication skills, earning respect as a trusted advisor on IT-related matters.
  • Installed, configured and maintained computer systems and network connections.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
  • Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
  • Supported end-users in various applications to optimize their productivity and performance.
  • Assisted with installing, configuring, and maintaining software applications and operating systems.
  • Provide technical assistance for desktops,laptops,printers,scanners, smartphones, tablets, and other mobile devices used within the organization.
  • Escalate complex issues to higher-level support or appropriate teams when necessary and follow up to ensure prompt resolution.
  • Created and terminated user accounts and assigned permissions.

Education

Bachelor of Science - Computer Networks & Cybersecurity

University of Maryland Global Campus
Hyattsville, MD
01.2022

Associate of Science - Information Technology

The Community College of Baltimore County
Catonsville, MD
05.2015

Skills

  • Threat Analysis
  • IT Security policies
  • Network Security
  • Web Application Firewall
  • Malware Detection
  • Windows & Linux OS
  • Data Security
  • Access control
  • Analytical Skills
  • DIMES Excel Adobe
  • Computer Imaging
  • MS Word MS 360 MS Teams
  • QuickBooks
  • Ticketing System
  • Vram Nessus AD
  • DIA Jobs
  • COE Migration System
  • NIPRNET SIPRNET JWICS
  • DoDIIS PKI AGILE MyHR
  • Cisco VoIP DVTC
  • Shared-Drives Shared Mailboxes Distribution Lists
  • Remote Desktops Virtual desktops
  • AppSense SCCM KVM Switch Boxes RSA Tokens
  • Top Secret and Unclassified telecommunications

Certification

  • CompTIA CYSA+ In Progress
  • CompTIA Security+
  • CISCO CCNA

Additional Information

Citizenship: U.S. Citizen

Clearance: TS-SCI with POLYGRAPH

Federal Experience: Federal Experience

Timeline

System Administrator

General Dynamics
01.2022 - Current

IT Support Specialist

Heritage MileOne AutoGroup
04.2019 - 01.2022

Help Desk Technician

Douala IT
07.2017 - 04.2019

Bachelor of Science - Computer Networks & Cybersecurity

University of Maryland Global Campus

Associate of Science - Information Technology

The Community College of Baltimore County

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