Mckinley Johnson
Dallas,TX
Summary
Innovative Help Desk Analyst with 4+ years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to workstations. Personable communicator while assisting with technical issues and training.
Overview
8
8
years of professional experience
Work History
Merchandiser Specialist
SPAR Group
11.2022 - Current
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Inspected merchandise for quality and arranged proper display location on floor.
- Updated pricing and signage to complete product displays and educate customers.
- Answered customer questions regarding store merchandise, department information and pricing.
Merchandising Manager
B R Installs
08.2018 - 10.2022
- Inspected merchandise for quality and arranged proper display location on floor.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Managed team of 15-20 associates re-arranging new fixtures and products.
Multi Queue Tech Support Analyst
PepsiCo
04.2018 - 06.2018
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues. Excel in asking probing questions and researching, analyzing, and resolving problems.
- Administered and supported remote access ( VPN & Juniper SSL VPN), as well as administered and supported RSA SecurID access issues.
- Performed password administration and access support for Active Directory, PeopleSoft, and several internal/proprietary systems applications.
- Utilizing E-Automated for ticket tracking and information updates
- Network support, data migration, computer imaging
- Switch configuration, network testing, network setup, network installation, and support
- Used remote access to perform troubleshooting
- Assisted customers with anti-virus program installations and virus removal.
- Performed upgrades on all devices to include PC, iPhone, and iPad.
- Provide first level contact and convey software assistance to users.
- Ensure proper recording, documentation, and closure using E-automated
- Provisions, maintains, and remove security privileges for users of client applications and systems
Help Desk Analyst
Rent A Center
02.2016 - 07.2017
- Resolution of VPN connection
- Provide first and second level of support on field IT technical problems
- Resolve field support calls
- Data Collections
- Record all service/problems issues in CA Support Desk Tracking software/ ServiceNow
- Proficiency in MS Office, CA Service desk and Bomgar software
- Experience working with PCs, Thin Clients, Routers and Modems
Assistant support Mentor
Iqor
11.2013 - 07.2015
- Provided remote support on customer phones and personal computers for connectivity issues with Samsung products, programs, and 3rd party products and programs. (remote support).
- ASM - Assistant Support Mentor - Main duties consisted of transitioning all new hire agents from their previous 3 weeks of classroom training over to the production (Floor Support Agent) providing necessary feedback and coaching.
- Processed inbound calls from current Samsung customers needing assistance with technical support on all current android phones and tablets.
Education
No Degree - Amazon Web Support
Udemy
High School Diploma -
Cedar Hill High School
Cedar Hill, TX06.1994
Skills
- Data Connectivity
- Troubleshooting Network Issues
- System Performance Assessment
- Issue and Resolution Tracking
- User Support and Troubleshooting
- Software Diagnosis
- Help Desk Support
- Closing Tickets
- Technical Troubleshooting
- Resolving Problems and Incidents
- Incoming Call Management
- Windows Operating System
- First Level Support
Timeline
Merchandiser Specialist
SPAR Group
11.2022 - Current
Merchandising Manager
B R Installs
08.2018 - 10.2022
Multi Queue Tech Support Analyst
PepsiCo
04.2018 - 06.2018
Help Desk Analyst
Rent A Center
02.2016 - 07.2017
Assistant support Mentor
Iqor
11.2013 - 07.2015
No Degree - Amazon Web Support
Udemy
High School Diploma -
Cedar Hill High School
Similar Profiles
Richard HargettRichard Hargett
Travel Reset Merchandiser at SPAR GroupTravel Reset Merchandiser at SPAR Group
Sandile Clement MosiaSandile Clement Mosia
Accounts Payable Clerk at SPAR GroupAccounts Payable Clerk at SPAR Group
Olivia FisherOlivia Fisher
Retail Sales Associate at SPAR GroupRetail Sales Associate at SPAR Group