Exercising and healthcare
Eric Johnson
Cybersecurity Analyst
1607 Bluffdale RD,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
CYSA+ In Progress
1
1
CompTIA Security+
1
1
CompTIA Network+
Work History
IT Support Specialist
General Dynamics IT
Annapolis Junction, MD
01.2022 - Current
- 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. Resolves and/or refers highly complex technical problems as appropriate.
- Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
- Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
- Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
- 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.
- 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.
- Document incident status and solutions in incident database tools.
- Possesses current working knowledge of computers, printers, laptops and common windows applications.
- Works through various types of Tier II issues with telephone assist.
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
- 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.
Hardware Technician
MileOne Autogroup
Towson, MD 21244
05.2019 - 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).
- Monitored systems in operation and quickly troubleshoot errors.
- 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.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Created and terminated user accounts and assigned permissions.
- Configured hardware, devices, and software to set up workstations for employees.
- Troubleshoot user desktops, laptops, iPads, printers, scanners, etc.
- Managed high levels of call flow and responded to over 30 technical support needs per day.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Field inbound phone calls to deliver support and remotely resolve service issues.
Help Desk Technician
Douala IT
Towson, MD
07.2017 - 03.2019
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Streamlined help desk processes for increased productivity and improved response times.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Improved user experience with proactive system maintenance and updates.
- Supported end-users in various applications to optimize their productivity and performance.
- Assisted with the implementation of new technology solutions, contributing to successful organizational growth.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
- Balanced competing priorities effectively while managing multiple tasks simultaneously within deadline-driven environments.
- Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
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, MD 08.2012 - 08.2014
Skills
- Vast experience in Network Operations Center functions
- Good understanding of the relationship between routers, switches, patch panels and connecting devices to the network
- Ability to apply traffic analysis to networks
- Ability to work with clients and customers with courtesy and tact to satisfy their expectations
- Ability to identify problems, use creative thinking and sound judgment to generate and evaluate alternatives, and to make the decision regarding the proper course of action
- Sound knowledge of VOIP, TCP/IP Internetworking, PBX Trunking, and translations
- Strong knowledge of Windows operating systems for servers and workstations
- Strong knowledge of Windows operating systems for servers and workstations
- Exceptional problem-solving skills Able to quickly identify issues and implement solutions
- Superior communication, interpersonal, and presentation skills
- Software: Microsoft Office 365 Suite, SharePoint, MS Teams, QuickBooks, Active Directory, SCCM, , Cisco Finesse, Windows Command Line, Adobe, Ticketing Systems, PKI, RSA Secure ID, Microsoft Exchange, Cisco Unified Communications, PowerShell, VPN, Desktop Director, Contoso, Service Central, Service Central Live Chat, Multi-Factor Authentication, Exchange Administration Center, Cisco Jabber, Cisco Unity, Microsoft Identity Manager, DoDIIS PKI, Intelink Chat, AGILE, MyHR, DIA Jobs, COE Migration System, DIMES, Remote Desktop Connection, Printer Management, Microsoft Forefront Identity Manager, NIPRNET, SIPRNET, JWICS, Windows Operating Security System
- Hardware: Desktop Computers, Printers, NGDE, Cisco VoIP, DVTC, Media Converters, Polycom Phones
- Operating Systems: Microsoft Windows 10 Windows 7 Windows Server 2010 Windows Server 2012 Windows Server 2016
Certification
• CYSA+| In Progress
• CompTIA Security+
• CompTIA Network+
Accomplishments
- Promoted to Senior Help Desk after one year of employment.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefits401k matchPaid time offQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Interests
Team or individual sports
Travel
Foreign languages
Timeline
IT Support Specialist
General Dynamics IT
01.2022 - Current
Hardware Technician
MileOne Autogroup
05.2019 - 01.2022
Help Desk Technician
Douala IT
07.2017 - 03.2019
Associate of Science - Information Technology
The Community College of Baltimore County
08.2012 - 08.2014
• CompTIA Security +
• IBM Introduction to Cybersecurity Tools & Cyber Attacks
• Google IT Support
Bachelor of Science - Computer Networks & Cybersecurity
University of Maryland Global Campus
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