Eric Johnson
Windsor Mill,MD
Summary
Talented individual with a cybersecurity, technical support specialist, and Linux administrator background, strong desire to grow technical skills, and the ability to learn new technologies swiftly. Seeking a challenging and rewarding career to contribute all relevant knowledge and skills for growth and development of the organization. Committed to making a career change and will do everything to achieve that.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
MileOne Autogroup
11.2020 - Current
- Use ticketing systems to manage and process support actions and requests (KACE System Management Appliance)
- Creates help desk tickets, troubleshoots, and resolves desktop issues
- Use proactive troubleshooting techniques to identify hardware and network system issues
- Setup and troubleshoot users email accounts (Outlook & Thunderbird)
- Respond to network outages to quickly restore connectivity and prevent unnecessary downtime
- Update software to safeguard against security flaws
- Assist customers in identifying issues and explained solutions to restore service and functionality
- Load software, grant permissions, and configure hardware for new employees as part of onboarding
- Manage high levels of call flow and respond to over 20 technical support needs per day
- Explain security measures in simple terminology to help users understand malware and phishing threats
- Document support interactions for future reference
- Respond to customer inquiries and provide technical assistance over the phone and in person
- Diagnose and troubleshoot hardware, software, and network issues
- Configure hardware, devices, and software to set up workstations for employees
- Troubleshoot user desktops, laptops, iPads, printers, scanners, etc
- Create and terminate user accounts and assign permissions (new hire)
- Install, configure, and maintain computer systems and network connections
- Field inbound phone calls to deliver support and remotely resolve service issues
Cybersecurity Intern
Douala IT
05.2020 - 11.2020
- Created cybersecurity best practice communications to educate staff against known threats and potential vectors of attack
- Monitored computer virus reports to determine when to update virus protection systems
- Conducted security audits to identify vulnerabilities
- Performed risk analyses to identify appropriate security countermeasures
- Recommend improvements in security systems and procedures
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Used critical thinking to break down problems, evaluate solutions, and make decisions
- Learned and adapted quickly to new technology and software applications
- Developed strong communication and organizational skills through working on group projects
- Passionate about learning and committed to continual improvement
- Skilled at working independently and collaboratively in team environment
- Proved successful working within tight deadlines and fast-paced environment
- Demonstrated strong organizational and time management skills while managing multiple projects
Education
Bachelor of Science - Computer Networks & Cybersecurity
University of Maryland Global Campus
3501 University Blvd E, Adelphi, MD 2078312.2022
Associate of Science - Information Technology
The Community College of Baltimore County
Catonsville, MD06.2014
Skills
- Desktop support
- TCP/IP
- Mac systems
- Software/Hardware diagnosis
- User credential management
- Account management
- Technical Support
- Microsoft Outlook
- Windows 10
Certification
- CompTIA Security +
- CompTIA A+ (Udemy)
- Linux System Administration (Udemy)
Timeline
IT Technical Support Specialist
MileOne Autogroup
11.2020 - Current
Cybersecurity Intern
Douala IT
05.2020 - 11.2020
Bachelor of Science - Computer Networks & Cybersecurity
University of Maryland Global Campus
Associate of Science - Information Technology
The Community College of Baltimore County
- CompTIA Security +
- CompTIA A+ (Udemy)
- Linux System Administration (Udemy)
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