Lily Johnson
Greenville,NC
Summary
Continue improving interpersonal skills to provide excellent customer service to both faculty, staff, and students by addressing community technology needs and facilitating a welcoming environment for individuals to learn about best practices when using enterprise and personal technology.
Qualified Technology Support Technician with robust background in technology support and history of resolving technical issues efficiently. Solved complex problems and improved system uptime by implementing effective troubleshooting processes. Demonstrated expertise in hardware and software support, displaying strong problem-solving and communication skills.
Technology support professional with strong background in troubleshooting, system maintenance, and user assistance. Adept at collaborating with teams to solve complex technical issues and ensure smooth IT operations. Known for adaptive problem-solving skills and reliability in fast-paced environments. Possessing expertise in hardware and software support, network configuration, and customer service.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technology Support Technician
East Carolina University
01.2022 - Current
- Continue improving interpersonal skills to provide excellent customer service to both faculty, staff, and students by addressing community technology needs and facilitating a welcoming environment for individuals to learn about best practices when using enterprise and personal technology
- Work collaboratively with office faculty and staff to meet departmental needs, with an emphasis on technology in support of the instructional and research needs of the department
- Including, but not limited to: digital projects design and support, working with faculty, students and technology personnel on distance education software and hardware connecting ECU with UNC-system schools, management of connections for synchronous DE language courses taught by faculty or attended by ECU students
- Primary responsibility was to maintain the student computers labs on campus
- This included but was not limited to imaging computers, troubleshooting issues with software and the OS, issuing out PPE to the labs, and responding to any ticket put in by faculty or staff and students pertaining to both computers and printers in the labs
- In addition to providing technical support via troubleshooting, as needed
- Assisted with migrating faculty and staff computers from Windows 7 to Windows 10 by backing up vital user data, wiping and reimaging their computers with Windows 10, and ensuring that their data successfully was reuploaded after installing Windows 10
Cisco Certified Entry Network Technician (CCENT)
Cisco
12.2019 - 12.2022
Student Technology Support Tech
East Carolina University
05.2021 - 12.2021
Student Mentor
East Carolina University, College of Engineering and Technology
06.2019 - 06.2021
- Mentored CET students regarding academic affairs
Student Refresh Support Tech
East Carolina University
01.2020 - 05.2021
Education
B.S. - INFORMATION AND COMPUTER TECHNOLOGY
East Carolina University
Greenville, NC12-2021
CISCO CERTIFIED ENTRY NETWORK TECHNICIAN (CCENT) -
East Carolina University, College of Engineering and Technology
Greenville, NC06.2021
ASSOCIATE OF SCIENCE -
Coastal Carolina Community College
Jacksonville, NC01.2018
Skills
- Microsoft Office
- LMS Canvas
- Kronos
- Windows Operating System
- Macintosh Operating System
- WebEx
- Teams
- Zoom
- Customer Service
- Technical Support/Troubleshooting
- Technical Writing
- Graphic/Web Design (WordPress, Spark, Canva)
- Social Media Management
- Sharepoint
- Active Directory management
- Ticketing system proficiency
- Remote support
- IT asset management
- Training and mentoring
- Help desk experience
- Software installation
- Incident response coordination
- Printer setup
- Network configuration
- Application support
- Telecommunications
- Hardware maintenance
- Software updates
- Mobile device support
- IT security protocols
- Email configuration
- System diagnostics
- Virus removal
- Server administration
- VoIP support
- Information security awareness
- Operating systems expertise
- Mac OS support
- Network troubleshooting
- Hardware installation
- Software configuration
- Data recovery
- Mobile device management
- System administration
Certification
- Cisco Certified Entry Network Technician (CCENT), 12/01/19
- East Carolina University, College of Engineering and Technology, 06/01/21
Current Job Duties
- Maintain Foreign Languages and Literatures website and webpages.
- Write and design departmental newsletter.
- Update current class schedules.
- Create and publicize new courses/events/study abroad flyers.
- Update Requirements, Curriculum, etc. as needed.
- Update and maintain Property Assignment Forms, Equipment Tracking Forms including.
- Deploy and maintain Mac and Windows operating systems.
- Assist ITCS implement yearly faculty workstation replacement.
- Collaborate with ITCS on resolving tickets.
- Log and communicate faculty and student technology needs and requests.
- Manage Foreign Languages and Literatures digital presence across various social media platforms.
Timeline
Technology Support Technician
East Carolina University
01.2022 - Current
Student Technology Support Tech
East Carolina University
05.2021 - 12.2021
Student Refresh Support Tech
East Carolina University
01.2020 - 05.2021
Cisco Certified Entry Network Technician (CCENT)
Cisco
12.2019 - 12.2022
Student Mentor
East Carolina University, College of Engineering and Technology
06.2019 - 06.2021
ASSOCIATE OF SCIENCE -
Coastal Carolina Community College
B.S. - INFORMATION AND COMPUTER TECHNOLOGY
East Carolina University
CISCO CERTIFIED ENTRY NETWORK TECHNICIAN (CCENT) -
East Carolina University, College of Engineering and Technology
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