Iesha Johnson

• Analyzed and corrected performance, connectivity, and integration software problems within Windows and iOS environments
• Assisted Human Resource and Staffing agencies with reports to track employee time
• Maintained, upgraded, or replaced hardware for time clocks and application software as appropriate

Key Accomplishments

• Proactively identified opportunities for improvement in all Support related processes, communications, and documentations
• Hand picked to work tier 2: Efficiently handled escalated/complex cases from beginning to end resulting in timely resolution and great customer satisfaction.

• Provided remote technical support such as troubleshooting, installation, and utilization for EMR/PM Software to 4,000+ clients in 10+ countries
• Efficiently identified firewall issues, ran backups, performed upgrades, and updated patches
• Collaborated with Developers, Executive Leadership, and Third-Party vendors to resolve escalated cases
• Analyzed and diagnosed network problems involving combination of hardware, software, power and communications issues.

Key Accomplishments

• Promoted to Reports Specialist: Customized reports, analyzed data, and point of contact for all reporting escalations
• Mentored team members in procedures, processes, and best practices along with creating Knowledge Base articles for support

• Provided direct support for user access to corporate network, applications, and VPN
• Recorded all issues accurately for resolution in ticket tracking system in timely manner while managing over 30+ calls per day
• Handled scheduling and granted access to data centers

Key Accomplishments

• Helped test new systems related to improving help desk efficiencies