Summary
Overview
Work History
Education
Skills
Certification
References
Personal Background
Timeline
Generic

Kelly Johnson

Sr Associate, Customer Service - Advanced Technical Support, AT&T Host Network Services
Fowler,IL

Summary

Self-motivating technical engineer accustomed to working from home unsupervised - often in long shifts or odd schedules to accommodate customer requirements, such as changes that can occur only after-hours or on weekends. Long accustomed to being "on-call" for issues that may arise.


Eager to continue learning a niche product in IBM Z-Series mainframe software.

Overview

27
27
years of professional experience
1
1
Certification

Work History

TBC Tire and Battery Technicians

Sam's Club
09.2024 - Current
  • Perform front time customer service and interaction in retail/shop environment. Responsibilities include product sales, customer satisfaction and retention.
  • Order, recieve and install tires for passenger cars, light trucks and SUVs and various trailer types in shop environment.
  • Sell and install automotive, RV and commercial batteries, perform basic maintenence and cleaning of electrical cables and terminals.
  • Cash handling position.

Customer Operations Specialist/Technical Customer Support Engineer

SBC Inc.(now AT&T Inc.)
04.2001 - 02.2024
  • Continued prior Customer Operations Specialist duties as described previously.
  • Took support roles with additional customers including National City Bank, DuPont de Nemours, Inc, Pfizer Pharmaceuticals, Commonwealth Edison, Ford, The State of Texas Health and Human Services, The State of Georgia and others.
  • Performed advanced technical support role for Pfizer - troubleshooting and performing maintenance and changes to Rolm PBX and Phonemail systems, Avaya S8300 Media gateway systems and Nortel Norstar PBX systems.
  • Migrated full-time to support role for IBM (Now Kyndryl) customers currently using IBM Z-series mainframe devices for restricted US-only accounts that require a US-based resource.
  • Host-network responsibilities for IBM z/OS and z/VM environments including system updates, connection troubleshooting and quality-assurance. Customers include Blue Cross Blue Shield of Michigan, The Hartford, The Commonwealth of Pennsylvania, The State of California HHS and others.
  • Familiarity with ServiceNow and Remedy ticketing systems as well as other similar systems.
  • Access to restricted accounts required stringent background checks and fingerprinting.
  • Night and after-hours crew supervisory role - managing scheduling, training and discipline for between 5 and 8 individuals in an office (call center) and later WFH environment.

Customer Operations Specialist

ProStaff, INC (Staffmark Group)
10.2001 - 03.2003
  • Contract work for SBC, Inc. in call-center environment.
  • Dedicated second-shift support for Northwestern Memorial Hospital, Chicago, IL telecommunications department.
  • Processed/entered Move/Add/Change requests and coordinated on-site resources to ensure timely completion.
  • Interact directly with on-site union technicians to ensure customer telecommunications systems operate correctly, customer issues and complaints are addressed and guidelines are met.

Offsite Assistant

CCS, Inc.
02.1999 - 10.2001
  • Duties included network troubleshooting, configuration and cabling (TCP/IP & IPX/SPX protocols used on the network)
  • PC and Server maintenance (Linux, Unix & Windows NT/2000)
  • Work was done on an as needed basis.

Meat Wrapper

Jewel/Osco
04.1998 - 10.2001
  • Weighed, wrapped and labeled meat products for sale to grocery customers.
  • Protected consumers by consistently following food handling and safety guidelines.
  • Unloaded new product from delivery vehicles and moved efficiently to cooler and freezer for proper storage.
  • Assisted customers with selecting types and cuts of meat by answering questions and offering recommendations.

PC Home Office Sales

BestBuy, Inc.
10.2000 - 05.2001
  • Customer-facing service and sales for home and business personal computing devices including desktop and notebook PCs, printers, peripherals and accessories.

Education

High School Diploma -

Bolingbrook High School
Bolingbrook, IL
05.2001 -

Skills

    Call Center Experience

    IBM Z-Series Mainframe Experience

    CompTIA A Computer Hardware Certified (year 2000)

    Frontline Customer Interaction and Service

    Prior Management Experience

Certification

A+ Certified Service Technician, May, 2000

References

Available Upon Request

Personal Background

Kelly Johnson resides in Peru, a small city of roughly ten-thousand people in Central Illinois with his dog, a beagle named Ronald.

Raised in and around the city of Chicago, diversity and acceptance of all peoples from all cultures and ways of life has been engrained from a young age.


In his spare time he enjoys online gaming with close friends, watching various engineering and history-related channels on YouTube and in the warmer months, attending various car shows with his 1965 Mercury.

Timeline

TBC Tire and Battery Technicians

Sam's Club
09.2024 - Current

Customer Operations Specialist

ProStaff, INC (Staffmark Group)
10.2001 - 03.2003

High School Diploma -

Bolingbrook High School
05.2001 -

Customer Operations Specialist/Technical Customer Support Engineer

SBC Inc.(now AT&T Inc.)
04.2001 - 02.2024

PC Home Office Sales

BestBuy, Inc.
10.2000 - 05.2001

Offsite Assistant

CCS, Inc.
02.1999 - 10.2001

Meat Wrapper

Jewel/Osco
04.1998 - 10.2001

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Kelly JohnsonSr Associate, Customer Service - Advanced Technical Support, AT&T Host Network Services
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