James W. Johnson Jr
Dallas,TX
Summary
Attentive Enterprise Desktop Support Technician with 20+ years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
21
21
years of professional experience
Work History
Lead Enterprise Desktop support III
Envision Healthcare
01.2010 - Current
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Primary responsibilities include but not limited implementation and troubleshooting of all LAN/WAN solutions
- Troubleshoot and Customize Office 365 applications
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Troubleshoot Juniper and Pulse VPN issues
- Train corporate and remote users on various software and peripheral devices relate to eClinicalworks
- (i.e
- Dragon, Phillips speech mics, nuance mics)
- Implement EHR eClinicalworks throughout the entire organization
- Test eClinicalworks upgrades in test environment prior to it being deployed to entire organization.
- Provides phone and desk side support for corporate and remote offices
- Diagnosed hardware and software and LAN/WAN and cloud based related issues
- Prepare documentation as required for various processes
- Manage incident queue while balancing projects
- Gather requirements for new office buildouts
- Troubleshoot network related issue
- Coordinate windows 10 upgrade through entire company.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Obtained and evaluated information about new systems, peripherals and software technology..
- Deployed eClinicalWorks software across multiple facilities.
- Helped streamline repair processes and update procedures for support action consistency.
Desktop Support Technician
Office Depot
Boca Raton, Fl
01.2009 - 01.2010
- Imaged laptops and desktops using SCCM
- Maintained the BES server and troubleshoot blackberry related issues
- Maintain hardware and software inventory
- Configured and deployed RSA hard and soft tokens
- Coordinates with Helpdesk and Network Operations staff as appropriate to determine and resolve client issues.
- Obtained and evaluated information about new systems, peripherals and software technology
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques
- Removed malware, ransomware and other threats from laptops and desktop systems
- Helped streamline repair processes and update procedures for support action consistency
- Configured hardware, devices and software to set up work stations for employees
Sr. Desktop Support
Alliance Care
Boynton Beach, fl
01.2008 - 01.2009
- Troubleshoot network connectivity issue
- Create and deploy laptop images
- Configure and managed BES server and accounts
- Purchase and deploy cell phones
- Manage assigned projects while keeping up with day to day helpdesk tickets
- Perform nightly backups.
- Identified issues, analyzed information and provided solutions to problems
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Developed and maintained courteous and effective working relationships
- Demonstrated respect, friendliness and willingness to help wherever needed
- Monitored company inventory to keep stock levels and databases updated
- Collaborated with team members to achieve target results
Desktop Support
Dayjet Corporation
Boca Raton, FL
01.2007 - 01.2008
- Troubleshoot network connectivity issue
- Provide phone support for 300 corporate and remote users
- Create and deploy laptop images using Ghost
- Troubleshoot printer and hardware issues
- Create documentation for varies processes
- Train users and support staff on changes to process and software
- Configure new user accounts and email accounts.
- Assisted end-users with conference room equipment setup and operation
- Coordinated with systems partners to finalize designs and confirm requirements
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Rolled out software updates and applied server patches to thwart threats from penetrating networks
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations
- Patiently walked individuals through basic troubleshooting tasks
Manager of IT Support
United States Navy
Norfolk, VA
01.2004 - 01.2007
- Coached employees through day-to-day work and complex problems.
- Monitored employee and customer interactions to assess quality of service.
- Managed 21 personnel
- Troubleshoot network related issues
- Ensured all user comply with IS polices
- Trained the support staff on technical and customer services practices
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Conducting nightly backups using Symantec
- Created new user accounts and trained users on how to use the network resources.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Supervised site investigations, reported issues and escalated those that required further assistance.
IT Support Specialist
US Navy
Norfolk, VA
05.2001 - 03.2004
- Created help desk tickets, troubleshot and resolved desktop issues.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Answered questions and provided information to customers about new software or hardware.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Offered new hires training to reduce frustration and improve customer satisfaction.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Translated complex technical issues into digestible language for non-technical users.
- Provided support for networking protocols and characteristics.
- Collaborated with colleagues in both domestic and international support facilities.
Education
Information Systems Tech - Information Technology
Great Lakes Naval Training Station
Great Lakes, IL2001
Diploma - Information Systems
Kempsville High School
Virginia Beach, VA2000
Skills
- AWS, ELB,API
- Microsoft Active Directory
- System Center Configuration Manage
- Azure
- Microsoft Windows and Office
- Linux (unbuntu), Centos
- Bomgar Admin console
- ServiceNow
- Sentinel One
- EClinicalworks
- System Migration
- Computer System Diagnostics Software
- Organizational Skills
- Analytical and Methodical
- Resolving Problems and Incidents
- Reading Comprehension
- Network Hardware and Software Maintenance
- Training Junior Team Members
Timeline
Lead Enterprise Desktop support III
Envision Healthcare
01.2010 - Current
Desktop Support Technician
Office Depot
01.2009 - 01.2010
Sr. Desktop Support
Alliance Care
01.2008 - 01.2009
Desktop Support
Dayjet Corporation
01.2007 - 01.2008
Manager of IT Support
United States Navy
01.2004 - 01.2007
IT Support Specialist
US Navy
05.2001 - 03.2004
Information Systems Tech - Information Technology
Great Lakes Naval Training Station
Diploma - Information Systems
Kempsville High School
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