Khalil Johnson
Richmond,VA
Summary
Self-motivated IT Professional with 10+ years of customer service experience. Proven success in troubleshooting and resolving hardware, software, business applications, and networking issues. Adept at managing competing priorities and delivering excellent service in a fast-paced environment, ensuring timely resolutions and driving ongoing process improvement efforts.
Overview
11
11
years of professional experience
Work History
End User Support Technician
IronBow Technologies
Richmond, VA
10.2023 - Current
- Assisted hundreds of users within State Agencies to resolve hardware, software, account, and/or network related issues.
- Achieved a 95% first-contact resolution rate for technical queries, resulting in improved employee productivity and customer satisfaction.
- Provided on-site and remote support, achieving a 98% remote issue resolution rate, saving time and resources for the organization.
Technical Support Analyst
Xerox
Ashland, VA
05.2021 - 10.2023
- Provided technical support related to hardware, software, and network-related issues for 1000+ staff members and students.
- Conducted maintenance on 200+ technology devices daily, ensuring optimal functionality and an average 99.5% uptime rate.
- Utilized technical troubleshooting skills to disassemble computer systems and promptly resolve hardware and/or software issues, resulting in a 20% reduction in recurring technical problems.
- Successfully distributed and recovered devices, ensuring little to no downtime for staff members and students.
Chief Operating Officer
J&W Dry Cleaners
Chester, VA
06.2013 - 05.2021
- Assisted the business owner in managing daily operations of the dry-cleaning business, facilitated compliance training for employees, fostering a culture of compliance throughout the organization.
- Troubleshot computer related issues and promptly resolved escalated incidents to minimize the impact on business operations.
- Acted with a 'creative thinking' mindset, staying updated on industry trends and continually improving service delivery.
- Worked closely with the business owner to quadruple profitability, increasing annual sales revenue by 300% and reducing expenses by 10%.
Education
Bachelor of Science - Computer And Information Sciences
ECPI University
Richmond, VA11.2020
Skills
- Assertive Communication (Written and Verbal)
- Analytical
- Problem Solving and Adaptability
- Training and One-on-One Assistance
- Technical Support and Troubleshooting
- Windows and MacOS
- Productivity Software - G-Suite, Microsoft Office
- Ticket Management Software
- DHCP/DNS Proficient
- Windows Active Directory
Timeline
End User Support Technician
IronBow Technologies
10.2023 - Current
Technical Support Analyst
Xerox
05.2021 - 10.2023
Chief Operating Officer
J&W Dry Cleaners
06.2013 - 05.2021
Bachelor of Science - Computer And Information Sciences
ECPI University
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