Jonathan L. Johnson
Lexington,KY
Summary
Experience with proven experience in technical support, data entry and office skills, and with focused ability with identifying and troubleshooting a wide array of technologies. Recognized as a leader and individual contributor. Experienced in technical and customer support issues. Also comfortable with management of small and medium groups.
Experienced with troubleshooting and resolving technical issues efficiently. Utilizes advanced problem-solving skills to ensure customer satisfaction. Knowledge of effective communication techniques to support clients and enhance team collaboration.
Overview
16
16
years of professional experience
Work History
AIR Support Advisor
Corrisoft
Lexington KY
01.2019 - Current
- Provide support to participants, troubleshooting AIR mobile devices, apps, and monitoring system issues.
- Immediately address, resolve, or escalate technical violations and alerts in accordance with established protocols.
- Interact with participants in a respectful, non-accusatory manner to encourage compliance.
- Assist agency staff by managing participant profiles, setting up check-in requests, and inputting calendar items.
- Contact participants directly to resolve monitoring alerts.
- Efficiently navigate the AIR® suite, including smartphone monitoring apps (AIR Verify, AIR Check In)
Tier II Technical Support Specialist
Corrisoft
Lexington KY
08.2021 - 12.2023
- Able to efficiently and expertly diagnose and troubleshoot issues reported by customers (through Level 1 Tech Support): to isolate system problems and clearly document for Level 3 and Product Development.
- Analyze systems, identify problems, and develop and implement logical workarounds for customers such that they can remain productive.
- Demonstrated knowledge and ability to remotely manage client systems.
- Consults and instructs users on hardware and software questions or issues, internally and externally.
- Provide remote troubleshooting solutions for hardware and troubleshooting software.
- Performs maintenance bug fixes and system upgrades for Customer Hosted locations.
- Develop and create step by step documentation and support materials to enhance Tier I knowledge to ensure they can consistently support and close future instances of similar cases; including ability to deliver live Tier I training.
- Provide on the spot training to end users as necessary.
- Identify training opportunities and escalate to management.
- Identify and escalate priority tickets to management to ensure awareness.
- Meets or exceeds established customer service standards by analyzing, prioritizing, resolving or escalating each issue within 48 business hours of submission.
- Provides timely responses to escalated telephone calls, emails and immediate requests for technical support.
- Perform time management and scheduling functions to meet deadlines
Tier 1 At Home Tech Support Advisor (apple)
Kelly HBA
Lexington KY
03.2017 - 10.2018
- Inbound Call Center for Technical Support of Apple Products
- Provided technical and procedural assistance to Tier 1 advisor, and if necessary take over the customer call from the advisor
- Responds with empathy, urgency, and expertise to provide the highest level of customer support in a fast-paced call center environment
- Work with engineers, Apple retail Stores, and customer relations to get a resolution to the customer’s issues as quickly and efficiently as possible.
- Researches and resolves customer inquiries through efficient use of online software systems, troubleshooting skills, creativity and resourcefulness
- Manages time effectively and able to handle multiple simultaneous responsibilities while maintaining a patient and enthusiastic positive attitude
- Supervisor: Richard Samul
Tier 2 At Home Tech Support Advisor
Apple
Elk Grove, CA
02.2014 - 01.2018
- Inbound Call Center for Technical Support of Apple Products
- Provided technical and procedural assistance to Tier 1 advisor, and if necessary take over the customer call from the advisor
- Responds with empathy, urgency, and expertise to provide the highest level of customer support in a fast-paced call center environment
- Work with engineers, Apple retail Stores, and customer relations to get a resolution to the customer’s issues as quickly and efficiently as possible.
- Researches and resolves customer inquiries through efficient use of online software systems, troubleshooting skills, creativity and resourcefulness
- Manages time effectively and able to handle multiple simultaneous responsibilities while maintaining a patient and enthusiastic positive attitude
- Supervisor: Chad Judkins
Tier 1 Tech Support Trainer
Xerox
Lexington KY
04.2010 - 11.2013
- Conducts training classes, which include content about the job, the Company, and different client programs.
- Facilitates new hire training using the provided curriculum to call center staff.
- Facilitates continuing education classes to existing call center staff for new products, services, customer service skills and market launches.
- Provide performance feedback to class participants; responsible for the professional development of the customer service and support staff.
- Communicates with various departments within the organization, including resource planning, human resources, quality and the help desk.
- Assists Operations with understanding agent opportunities and updating training programs to meet those needs.
- Collects information regarding response systems, human interactions, and information systems requirements.
- Helps design call center training manuals by identifying and describing information needs, obtaining feedback from management, and editing final copy.
- Maintained a graduation rate over 90%
- Supervisor: Dawm Mannira
Education
High School Diploma -
Danville High School
DanvilleSkills
- Adobe Products
- Apple Certified iOS, OS X, WatchOS
- Microsoft Office Suite
- Technical writing
- Technical and customer support (phone,email, and chat)
- Customer Support and Technical support Training
- Network installation and some troubleshooting
- Networking administration
- Management skills and experience
- Collections (physical and phone)
- Technical training leadership
- Remote support
- Ticket management
- Training curriculum design
- Operational documentation editing
Accomplishments
- Managed the Tier I contributions of UTA
- Help become the product expert of new watch technology testing
- Managed the Tier I support for Escalation tickets
- Contributed as Tier II liaison between Tier 1 and Dev Teams
Timeline
Tier II Technical Support Specialist
Corrisoft
08.2021 - 12.2023
AIR Support Advisor
Corrisoft
01.2019 - Current
Tier 1 At Home Tech Support Advisor (apple)
Kelly HBA
03.2017 - 10.2018
Tier 2 At Home Tech Support Advisor
Apple
02.2014 - 01.2018
Tier 1 Tech Support Trainer
Xerox
04.2010 - 11.2013
High School Diploma -
Danville High School