Rae Johnson
IT Support Technician
Norfolk,VA
Summary
Versatile Help Desk Technician with five years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Help Desk Technician (Part-Time)
JK Tech Connect
08.2020 - Current
- Serve as a tier one technician and primary customer liaison resolving customer issues with hardware, integration, or configuration problems
- Issues instructions to customers on accessing data, program recovery techniques, and password resets
- Provide technical support to end-users via phone, email, and in-person
- Diagnose and resolve technical problems related to operating systems, applications, and peripherals
- Assisted with the setup, configuration, and maintenance of computer systems, printers, and other IT equipment
- Documented support activities, solutions, and troubleshooting steps for knowledge sharing and future reference
- Handle issued tickets promptly offering customers a resolution or escalation to the next level of support
- Accelerated user issue resolution through optimized help desk processes, significantly improving employee satisfaction.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
HPE Teacher/Athletic Director
Norfolk Public Schools
11.2018 - Current
- Led all aspects of the athletic program, including team selection, scheduling, budgeting, and compliance with league regulations
- Organized and facilitated practices, games, and tournaments for various sports teams, ensuring student-athletes’ safety and sportsmanship
- Recruited, trained, and supervised coaching staff, providing guidance and support to foster their professional development
- Collaborated with school administration, teachers, parents, and community stakeholders to promote the importance of athletics in students’ holistic development
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Implemented strategies to encourage student participation, skill, development, and teamwork, resulting in increased student engagement and program growth
- Fostered a positive and inclusive team culture
- Managed athletic facilities, equipment inventory, and maintenance to ensure optimal conditions for practice and games
Level 2 Technical Support Rep
SGF Global (Contracted to Ferguson Inc.)
06.2024 - 08.2024
- Provided advanced technical support for complex issues related to hardware, software, and network systems
- Utilized ServiceNow to manage incidents, service requests, and track resolutions
- Escalated unresolved issues to higher-level support teams and collaborated with them to ensure timely resolution
- Assisted in the deployment and maintenance of software updates and patches
- Documented support cases and solutions, contributing to the company’s knowledge base
- Facilitated remote support sessions for end users
- Configured and managed IP addresses, ensuring network connectivity and troubleshooting related issues
Education
Bachelor's Degree - Physical Education
Old Dominion University
Norfolk, VASkills
Technical Support
Troubleshooting
Remote support
ServiceNow ticketing
Issue Resolution
Customer Service
Network Security
Hardware/Software Maintenance
VM Configuration
Software installation
Certification
Google IT Support Professional Certificate - Google.
Timeline
Level 2 Technical Support Rep
SGF Global (Contracted to Ferguson Inc.)
06.2024 - 08.2024
Google IT Support Professional Certificate - Google.
10-2023
CompTIA Security+ - Computing Technology Industry Association.
04-2023
Help Desk Technician (Part-Time)
JK Tech Connect
08.2020 - Current
HPE Teacher/Athletic Director
Norfolk Public Schools
11.2018 - Current
Bachelor's Degree - Physical Education
Old Dominion University