Automotive Engineering
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
TCP/IP
Customer service expert
Mac systems
Application support
Technical issues analysis
Decision-Making
Excellent Communication
Hardware and software installation
Technical Support
Project Management
Remote Diagnostics
Mac OS Operating System
Documentation and reporting
Budget administration
Infrastructure development
Project lifecycle management
G-Suite
Analytical and Critical Thinking
Self-Motivated
Flexible and Adaptable
Multitasking Abilities
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
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