Johnny Hammers
St. Louis,Missouri
Summary
Proactive IT professional skilled in resolving complex technical issues. Expertise in managing security incidents and providing exceptional client support, ready to leverage problem-solving abilities to enhance organizational security and efficiency.
Overview
5
5
years of professional experience
Work History
Information Technology Professional
TEKSETRA
St. Louis, Mo
05.2024 - 06.2024
- Traveling IT Professional handling various issues for Royal Banks of Missouri.
- Managed/Resolved all issues through email of main office location
- Server backups, new software rollouts. Server Maintenance at branch locations.
IT Service Desk Analyst
GADELNET
St Louis, MO
12.2023 - 02.2024
- Helped manage 900 clients and 40,000 endpoints.
- Managed and resolved 30-40 tickets per week
- Completed SLA compliance and client satisfaction guidelines
Cyber Security Incident Response Team Lead Tech
ALLIANCE TECHNOLOGIES, LLC
St Louis, MO
10.2020 - 08.2023
- Monitored over 200 clients’ systems to identify and resolve security incidents.
- Managed security incident investigation processes
- Provided on-site support for clients’ device management including re-imaging and replacement for security related issues
- Partnered with Systems Operation Center for incident management and issue resolution
- Trained Service Desk Team members on security incidents and investigation/resolution processes.
Senior Service Desk Analyst
ALLIANCE TECHNOLOGIES, LLC
St Louis, MO
10.2020 - 08.2023
- Lead the Service Desk team (7-8 people) in lieu of Service Desk Manager from 2020-2023
- Weekly 1:1’s with trainees, Monthly 1:1’s with seasoned employees.
- Improved “First Response” SLA by 22% (and maintained over 95% going forward) through implementation of morning stand ups for focused review, re-prioritization, and collaboration on problem service tickets.
- Developed “Completion” SLA and actively managed service tickets for team to achieve and maintain over 90% metric using BrightGauge metrics and AutoTask statistics. Communicated reports to management every Friday morning during team meetings.
- Maintained all Knowledge based materials such as ITGlue for documentation processes.
- Trained and provided on-going coaching to Service Desk team members.
- Managed “On Call” program for 24/7 coverage
- Recruited and onboarded new Service Desk team members
- Managed Alliance Technologies’ physical security systems program.
IT Service Desk Analyst
ALLIANCE TECHNOLOGIES, LLC
St Louis, MO
12.2019 - 10.2020
- Supported over 200 clients including over 1500 end user devices, servers, and firewalls
- Partnered with clients to resolve technology issues with on premise and cloud-based technologies (i.e. Server Management/Administration, Active Directory, Azure, Firewall, WIFI, workstation, and other client technologies).
- Managed and resolved over 40 tickets per week
- Prioritized service desk tickets to ensure timely completion, SLA compliance, and client satisfaction.
- Collaborated with Service Desk Team members on client issues to resolve issues and ensure compliance with client SLAs.
- Documented all support incidents, troubleshooting process steps, and resolutions to build and maintain Service Desk knowledge base.
Education
Associate of Science - Information And Computer Systems
Centriq
St Louis, MO10-2019
Associate of Applied Science - Criminal Justice
Jefferson College
Hillsboro, Mo05-2011
P.O.S.T. Certification - Law Enforcement
Jerfferson College Police Training Institute
Hillsboro, MO04-2005
Skills
- IT troubleshooting
- Information security
- Problem-solving skills
- End user support
- Office Suite Administration
- Azure Active Directory
- Security Incident Management
- Leadership
- Windows Server 208/12/16
- Windows v7/8/10/11
- Sophos Firewalls
- Desktop Support
Timeline
Information Technology Professional
TEKSETRA
05.2024 - 06.2024
IT Service Desk Analyst
GADELNET
12.2023 - 02.2024
Cyber Security Incident Response Team Lead Tech
ALLIANCE TECHNOLOGIES, LLC
10.2020 - 08.2023
Senior Service Desk Analyst
ALLIANCE TECHNOLOGIES, LLC
10.2020 - 08.2023
IT Service Desk Analyst
ALLIANCE TECHNOLOGIES, LLC
12.2019 - 10.2020
Associate of Science - Information And Computer Systems
Centriq
Associate of Applied Science - Criminal Justice
Jefferson College
P.O.S.T. Certification - Law Enforcement
Jerfferson College Police Training Institute