Muguel Johnson
IT
Raleigh,NC
Summary
Dynamic Technology Operations Analyst with proven expertise at Wells Fargo, enhancing system efficiency by 25% through effective Identity and Access Management. Skilled in configuring firewalls and fostering client relationships, I excel in problem-solving and critical thinking, driving impactful solutions in network security and operations.
Overview
14
14
years of professional experience
Work History
Worldwide Tech Services, Conduent Global Solutions
01.2023 - 07.2025
- Diagnosed and resolved software and hardware incidents, including operating systems such as windows and other software applications.
- Analyzed technology problems by implementing temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.
- Accurately recorded, updated, and documented requests using the IT service desk system.
- Installed, updated, and configured new IT equipment.
- Resolved incidents with printers, copiers, scanners, and other office equipment.
- Maintained a first-class level of customer service ensuring that all customers were treated fairly and appropriately while maintaining efficiency.
- Maintained excellent verbal communication skills with technical and non-technical colleagues at all levels in the organization.
- Mentored coworker on how to assemble Images on USB drive and Windows. Experienced in Building images.
- Attended training classes for other organizational learning opportunities.
- Help with Microsoft Intune migration and troubleshoot issues for Microsoft Intunes devices.
- Troubleshoot and configure avaya phones.
- Troubleshoot and configure vpn’s.
- Troubleshoot and configure Yubi key software.
Technology Operations Analyst
Tek Systems, Wells Fargo
Raleigh, NC
07.2021 - 12.2022
- Contribute to the network security area and assist engineering teams with leverage technology such as internet proxies and authentication systems.
- Investigates basic or tactical challenges that require research and evaluation.
- Review, analyze, and de-escalate issues from analysis, event monitors, reported service deviations, and documentation.
- Present recommendations for resolving more complex situations.
- Identity and Access Management – Wealth and Investment Management.
- Managed user access and permissions to company resources based on user role and privileges, improving system efficiency by 25%.
- Created and managed user groups in the identity and access management system, increasing compliance.
- Monitored user activity and reported on system activity, supporting up-to-date knowledge of best practices, and enhancing data accuracy.
- Maintained up-to-date knowledge of identity and access management best practices.
Associate II Network Services
Continuum Global Solutions
Cary, NC
02.2019 - 06.2021
- Reviewed incoming contracts and collaborated with the Provider Relations Reps.
- Researched claims to identify the problems and correct either internally or externally.
- Interacted with all applicable internal departments.
- Provided necessary information to functional colleagues, internal partners, and leaders.
- Supervisor Experience.
- Training Experience, trained employees how to use applications and programs.
Information Management Assistant
Conduent, Xerox Services
Cary, NC
07.2015 - 01.2019
- Diagnosed and resolved software and hardware incidents, including operating systems such as windows and other software applications.
- Analyzed technology problems by implementing temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.
- Accurately recorded, updated, and documented requests using the IT service desk system.
- Installed, updated, and configured new IT equipment.
- Resolved incidents with printers, copiers, scanners, and other office equipment.
- Maintained a first-class level of customer service ensuring that all customers were treated fairly and appropriately while maintaining efficiency.
- Maintained excellent verbal communication skills with technical and non-technical colleagues at all levels in the organization.
- Mentored coworker on how to assemble Images on USB drive and Windows. Experienced in Building images.
- Attended training classes for other organizational learning opportunities.
- Active Directory Experience.
- Trained IT training class for various companies.
- Office 365 Admin Experience.
- Cisco Meraki.
- Okta Admin Experience.
- IT Support Desktop Tech Team Lead.
Tier 1 & II Help Desk
TEKsystems/ECS/EPA
Durham, NC
10.2014 - 07.2015
- Provided direct service for IT networks as well as exceptional customer service to users inside the company.
- Created incident tickets to verify equipment is properly configured and actively connected to the network while providing the caller with all necessary information.
- Evaluated problems or transfer tickets by sending them to the appropriate support team member.
- Supervised the logging of network conditions and requirements with customer equipment, features, process, and functions from existing documentation, firsthand inspections, and firsthand training.
- Maintained documentation of all communication through incident tickets, email, and part work orders.
- Re-configure equipment and maintain applicable web-based configuration systems, even during machine relocation configuration updates.
- Facilitated troubleshooting, networking, communication, and technical problems for user equipment.
- Updated new developments and analyze reviews of log files for computing technologies.
- Enhanced team productivity by helping colleagues with technical support information and updates when troubleshooting.
Systems Test Technician
EMC Corporation
Apex, NC
05.2011 - 10.2014
- Built and assessed hard drives and server racks, as well as performing shipping duties.
- Utilized data logs to review test failures to appropriately clear errors.
- Trained new employees on the process to correctly evaluate and troubleshoot servers.
- Performed inspections, calibration, and verification of the testing tools and equipment.
- Operated on Oracle and SAP systems to configure orders for production as well as solve technical issues.
- Collaborated with team leaders and technicians to solve system problems effectively.
Intern
Xerox
Raleigh
07.2013 - 01.2014
- Utilized detailed customer service techniques to provide Over-the-Phone troubleshooting of hardware, software, and network operating problems.
- Received, prioritized, and organized tickets to appropriate technical or service needs.
- Coordinated special projects and system upgrades.
- Briefed Customers and management on the status of resolution efforts.
- Served as technical advisor to clients with complex problems by collaborating with technicians.
- Recommended systems or process improvements and updated training on these improvements.
- Participated in training and classes on organization goals and enforcing company policies.
- Assisted with the development of long-term goals and objectives.
- Maintained goals by analyzing cost, operations, and forecast information.
Education
B.S. - Information Security Systems
ITT-Technical Institute
05.2012
A.S. - Computer Networking Systems
ITT-Technical Institute
05.2010
Skills
- LAN/WAN Technology
- VPN’s
- Disaster recovery
- Intrusion Detection
- Risk and vulnerability assessment
- Configuring Firewalls
- Configure Routers
- Website Creation
- Network Design
- Windows XP-7
- Windows 10
- Oracle
- Office 365 Admin
- Okta Admin
- Cisco Meraki
- Critical thinking
- Leadership
- Problem solving
- Client relationship management
- Communication
- Project management
References
Available Upon Request
Awards
- 2013 EMC TCE Quarterly Award Winner
- 2013 EMC TCE Annual Award Winner
- 2013 EMC WISE IDEA Award Winner
- 2008 LEA Employee of the Year
- 2004 Customer Care Certificate
Timeline
Worldwide Tech Services, Conduent Global Solutions
01.2023 - 07.2025
Technology Operations Analyst
Tek Systems, Wells Fargo
07.2021 - 12.2022
Associate II Network Services
Continuum Global Solutions
02.2019 - 06.2021
Information Management Assistant
Conduent, Xerox Services
07.2015 - 01.2019
Tier 1 & II Help Desk
TEKsystems/ECS/EPA
10.2014 - 07.2015
Intern
Xerox
07.2013 - 01.2014
Systems Test Technician
EMC Corporation
05.2011 - 10.2014
B.S. - Information Security Systems
ITT-Technical Institute
A.S. - Computer Networking Systems
ITT-Technical Institute
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