Phillip Johnson
Laurinburg,NC
Summary
Detail-oriented IT professional with over 20+ years of experience in technical support and system analysis. Skilled in problem-solving and communication, delivering solutions that align with organizational goals and improve system performance.
Overview
16
16
years of professional experience
Work History
IT Analyst
First Health of the Carolinas Moore Regional Hospital
Pinehurst, NC
03.2016 - 08.2024
- Analyzed system performance to identify opportunities for process improvement and operational efficiency.
- Collaborated with cross-functional teams to implement IT solutions aligned with organizational goals.
- Developed and maintained documentation for system configurations and processes to ensure compliance and accuracy.
- Provided technical support and training to staff, enhancing system utilization and user satisfaction.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
IT Technical Support Specialist
First Health of the Carolinas Moore Regional Hospital
Pinehurst, NC
03.2016 - 08.2024
- Provided technical support for hardware and software issues across multiple departments.
- Analyzed recurring technical issues, recommending process improvements to reduce future incidents.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
IT Technical Support Specialist
Scotland County Schools
Laurinburg, NC
10.2008 - 11.2011
- Resolved user inquiries by troubleshooting network connectivity and application functionality.
- Collaborated with IT teams to streamline incident response processes, improving service delivery efficiency.
- Mentored junior support staff, fostering skill development and knowledge sharing within the team.
- Led initiatives for cybersecurity awareness training, enhancing overall data protection practices in the organization.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
- Participated in disaster recovery planning efforts, enabling quick restoration of critical services following unforeseen events.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Optimized network infrastructure, resulting in improved connectivity and user satisfaction.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Helped streamline repair processes and update procedures for support action consistency.
- Provided technical support for hardware and software issues across multiple departments.
Education
High School Diploma -
Scotland High School
Laurinburg06-1997
Skills
- IT troubleshooting
- Customer support
- Data analysis
- IT asset management
- Business intelligence
- Support documentation
- Test planning and documentation
- Troubleshooting
- Problem-solving
- Excellent communication
- Teamwork and collaboration
Timeline
IT Analyst
First Health of the Carolinas Moore Regional Hospital
03.2016 - 08.2024
IT Technical Support Specialist
First Health of the Carolinas Moore Regional Hospital
03.2016 - 08.2024
IT Technical Support Specialist
Scotland County Schools
10.2008 - 11.2011
High School Diploma -
Scotland High School