Jharrod Johnson
Information Technlogy Specialist
Hinesville,GA
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
4
4
years of professional experience
1
1
year of post-secondary education
2
2
Certifications
Work History
25B Information Technology Specialist
US Army
Hinesville, GA
12.2020 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Diagnosed and resolved hardware and software issues.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Identified and resolved network congestion issues and bottlenecks.
- Designed and evaluated WAN and LAN connectivity technologies.
- Implemented and maintained virtual private networks.
- Installed and configured network printers and other peripheral devices.
- Monitored networks and network devices to resolve technical problems quickly.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Configured hardware and granted system permissions to new employees.
25B Information Technology Specialist
US Army
Kabul, Afghanistan
11.2019 - 11.2020
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided on-call support for critical issues related to [Software].
- Supported network and system administration by performing server maintenance.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Linked computers to network and peripheral equipment.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Recommended new and replacement hardware and software purchases.
Education
Science Cloud Computing - Computer Networking
Western Governors University
Salt Lake City, UT 01.2022 - Current
Skills
Software diagnosis
Technical issues analysis
Desktop support
Adobe and Adobe Flash
Account management
Windows 10
Issue troubleshooting
Customer service expert
Ticket support system management
Videoconferencing
Wide-area Networks
Technical Support
Certification
CompTia Security+
Timeline
Science Cloud Computing - Computer Networking
Western Governors University
01.2022 - Current
25B Information Technology Specialist
US Army
12.2020 - Current
CompTia Security+
07-2020
Cisco Certified Network Associate
07-2020
25B Information Technology Specialist
US Army
11.2019 - 11.2020