Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
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Kevin Johnson

IT Support Team Lead
Hillsborough,NJ

Summary

Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Analytical, detail-oriented, and adaptable IT professional with 10+ years of experience as an IT Support Engineer. Skilled at supporting hundreds or users across all multiple timezones while managing a team Support Engineers. Experienced in managing large projects such as opening offices from planning stages to fully open to users. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

11
11
years of professional experience
2
2
years of post-secondary education
1
1
Certification

Work History

IT Team Lead

Endava
Mendham, NJ
05.2018 - Current
  • Lead critical IT operations, directing infrastructure and application maintenance and support activities
  • Managing consultants in Midwest and West Coast offices
  • Testing, approving, and deploying new hardware
  • Responsible for all IT operations in the US
  • Perform regular security, inventory, and tax audits
  • Quarterly budget forecasting, manage vendor relationships
  • Secure significant cost savings through strategic IT budget management
  • Implement and maintain Mac, PC, and mobile phone MDMs.(JAMF, Intune)
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Worked with remote base networking teams to repair and maintain office infrastructure.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Developed and maintained courteous and effective working relationships.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Resolved problems, improved operations and provided exceptional service.

Sr. Support Engineer

Capital One
New York, NY
06.2017 - 05.2018
  • Manage Office 365 environment and transition to Google Workspace
  • Team lead, responsible for training new employees
  • Troubleshoot and resolve issues including Proxy authentication, VPN connectivity and developer tools
  • Manage site inventory and create process documentation.
  • Configured hardware, devices and software to set up work stations for employees.
  • Performed root cause analysis and general troubleshooting.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Monitor ServiceNow queues for incidents or requests that require resolution

L2 Desktop Support Engineer

McGarry Bowen
New York, NY
05.2012 - 06.2017
  • On-Prem Active Directory management, provide support for Mac OSX, Windows 7, Microsoft Office, Outlook, Citrix, VPN, and Adobe
  • Design and maintain IT FAQ, Wiki, and documentation.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Broke down and evaluated user problems using troubleshooting skills, personal expertise and probing questions.
  • Configured hardware, devices and software to set up work stations for employees.
  • Collaborated with vendors to locate replacement components and resolve advanced problems..

Education

Associate of Science - Computer Science

Middlesex Community College
05.2007 - 05.2009

Skills

    Software diagnosis

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Accomplishments

  • Supervised team of 4 staff members.
  • Made strategic decisions to lower IT expenditures which contributed to extensive cost savings.

Certification

Apple Certified Mac Technician (ACMT) Certification

Interests

Automotive Engineering

Carpentry

Timeline

IT Team Lead

Endava
05.2018 - Current

Sr. Support Engineer

Capital One
06.2017 - 05.2018

L2 Desktop Support Engineer

McGarry Bowen
05.2012 - 06.2017

Associate of Science - Computer Science

Middlesex Community College
05.2007 - 05.2009

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Kevin JohnsonIT Support Team Lead