Jonathan Johnson Jr.
Atlanta,GA
Summary
IT professional with solid background in providing technical support across various platforms. Highly skilled in diagnosing and resolving hardware and software issues, ensuring smooth IT operations. Known for strong collaborative skills and ability to adapt quickly to changing environments, fostering reliable and results-driven work ethic.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Desk-side Technician at Internal Revenue Service
ABBTECH
10.2024 - 01.2025
- Worked various tickets such as troubleshooting hardware diagnostics and installing proprietary software
- Shipped hardware to sanitization facilities
- Hosted new hire events setting up computers and walking through equipment best uses
- Refreshed encrypted devices to authorized users
- Maintained inventory of all walk in appointments
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Conducted root cause analyses for recurring technical issues, minimizing future disruptions.
Service Engineer at PwC Data Center
HEMMERSBACH US LLC
04.2023 - 10.2024
- Conduct regular maintenance routines, firmware updates, and hardware diagnostics to ensure optimal performance and reliability
- Maintain and manage an onsite spare parts inventory
- Assessing and ordering parts that are in high demand but low stock, and returning parts for outdated server generations that are no longer needed
- Respond promptly to customer-reported issues and perform in-depth troubleshooting to identify the root cause of hardware and software problems
- Collaborate with technical support teams to resolve complex technical issues, utilizing HPE’s knowledge base and resources
- Log and manage all service requests, incidents, and solutions in a detailed manner using appropriate ticketing and documentation systems
- Engage in technical discussions with customers to understand their requirements, offer expert advice, and propose appropriate hardware and software solutions
- Tested and checked performance of hardware and software programs.
- Performed periodic testing of all networks and systems.
- Drafted failure analysis reports in Excel and prepared quotations for repair.
IT Service Engineer at The Federal Reserve Bank of Atlanta
HEMMERSBACH US LLC
02.2022 - 09.2024
- Preformed advanced equipment repair and maintenance utilizing cost effective strategies
- Tasked to provide instructions to customers on battery safety and other general information on maintaining corporate property
- Maintained multiple businesses by insuring customer satisfaction and timely service whenever possible
- Provide remote assistance to fellow Engineer on platforms such as Teams and via phone calls
- Installed, configured and tested equipment on specialized platforms.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Boosted service quality by continually updating technical knowledge and staying current with industry trends.
- Performed periodic testing of all networks and systems.
PC Technician (troubleshooting)
StayMobile
04.2021 - 02.2022
- Performed advanced motherboard repair, decreased motherboard usage by over30%, by making comprehensive training guides on complex software repair for new hires as well as existing employees
- Trained multiple associates at once each with various levels of experience on complex software designed to prepare devices for enrollment to schools
- Worked extensively with management on various special projects, some of which are: escalated customer accounts, device exchange using NetSuite, and advanced device preparation for less experienced technicians
- Created custom operating systems and developer tools built on the chromium OS platform, allowing the repairs of older devices including escalated accounts
- Maintained an exceedingly low failure rate compared to the facility average of14%, while maintaining the company average rate of repair
Education
High School Diploma -
Riverwood International Charter School
Sandy Springs, GA05.2018
Skills
- Computer Hardware - Building and Troubleshooting (5 years)
- Windows10 - Installation, debugging (4 years)
- Help Desk (2 years)
- Desktop Support (5 years)
- Software Troubleshooting (4 years)
- Operating Systems (1 year)
- Computer Networking (2 years)
- Technical Support (5 years)
- Linux (2 years)
- IT Support (3 years)
- LAN (2 years)
- Active Directory (1 year)
- Network Support (3 years)
- Mac OS (1 year)
- Printer Repair (2 years)
- EPMS (1 year)
- Scalability (2 years)
- Data security (3 years)
- WAN
- TCP/IP (1 year)
- DNS
- DHCP
- NetSuite (1 year)
- Cabling (2 years)
- Android (3 years)
- Microsoft Windows Server
- Network Firewalls
- System Administration (4 years)
- VoIP
- Troubleshooting
- Preventive Maintenance
- Repair services
- Heavy lifting
- Equipment Repair
- Team Training
Certification
- HPI Qualified Field Service Engineer February2022 to Present
- Certified in multiple courses from the HP including desktops, laptops, workstations, MFP printers and all in ones including RPOS
- HPE Qualified Field Service Engineer April2023 to Present
- Multiple certificates in HPE printer and Proliant servers.
Timeline
IT Desk-side Technician at Internal Revenue Service
ABBTECH
10.2024 - 01.2025
Service Engineer at PwC Data Center
HEMMERSBACH US LLC
04.2023 - 10.2024
IT Service Engineer at The Federal Reserve Bank of Atlanta
HEMMERSBACH US LLC
02.2022 - 09.2024
PC Technician (troubleshooting)
StayMobile
04.2021 - 02.2022
High School Diploma -
Riverwood International Charter School
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