Jason Johnson
Nashville,United States
Summary
Accomplished professional with several years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Committed to providing efficient, high-quality support.
Overview
22
22
years of professional experience
Work History
It Help Desk Manager Tier 2
First Acceptance Insurance
Nashville, TN
12.2002 - 10.2024
- Provided technical assistance to customers and employees.
- Assigned tasks and monitored progress of help desk staff.
- Developed customer service standards for the help desk team.
- Implemented procedures for responding to customer inquiries in a timely manner.
- Trained new staff on help desk policies and procedures.
- Developed reports to track customer
- satisfaction with help desk services.
- Resolved escalated customer issues promptly and efficiently.
- Ensured compliance with company policies regarding data security, privacy, and confidentiality.
- Created documentation for end users on how to use the help desk software.
- Monitored daily operations of the help desk team, including performance metrics and ticket resolution times.
- Analyzed user feedback to identify areas of improvement in the help desk system.
- Created videos showing how to setup desktops and laptops for end users. Created documentation to go with the videos.
- Maintained spreadsheets to track shipping and receiving of equipment.
- Ordered PCs, desktops, printers, keyboards, mice, and anything computer.
- First IT employee to respond to any executive, VP, director or others in major crises situations.
- Efficient in Office 365.
- Built the PC/Laptop image for all employees in the company (Corporate, Claims, Retail) across every platform.
- Worked closely with our programmer that created our in house programs and gained a vast knowledge of how they work in our environment.
- Instrumental in organizing the work from home model. Moved most all of corporate users home with some of my team members. Explained how to hook all equipment up. Provided them with instructions, with pictures, in a training form I put together, and moved the equipment to their cars to take home.
- Have worked with vendors and 3rd Party carriers to help with any company needs that were needed.
Education
Education
Middle Tennessee State University
Murfreesboro, TNSkills
- End-user support
- Client Relationship Management
- Report Analysis
- Detailed documentation
- Service Desk Team Management
- Knowledge management
- System Administration
- Ticket management
- Remote Support
- Software troubleshooting
- Active Directory
- Performance evaluation conduction
- Service desk team supervision
- Helpdesk support coordination
- Hardware diagnostics
References
References available upon request.
Timeline
It Help Desk Manager Tier 2
First Acceptance Insurance
12.2002 - 10.2024
Education
Middle Tennessee State University
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