Raymond Johnson
Lawrenceville
Summary
Experienced IT Manager and Senior Desktop Support professional with 18+ years of expertise in system administration, IT infrastructure, and end-user support. Skilled in deploying solutions using SCCM, Intune, and Azure, while ensuring operational efficiency and security across multiple environments. Proven ability to troubleshoot complex issues, manage technology deployments, and provide exceptional customer service. Strong communicator, effective team leader, and adept at training users to optimize computers and related technology. Resourceful professional with many years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Desk Representative
Bank of America
Hopewell
03.2025 - 06.2025
- Educated users in the use of the AI tech support assistant
- Assisted users in more difficult tech support issues
- Escalated to desktop support when needed
- Attend to and resolve customer service questions or problems for IT users
- Answer questions posed by end users and supervisors
IT System Engineer
New Jersey Department of Health
Trenton
02.2024 - 06.2024
- Imaged laptops and AIO computers for in-house and remote workers, ensuring quick deployment and minimal user disruption.
- Maintained and updated inventory of hardware and software, streamlining asset management and ensuring resources were always available.
- Trained end users on new processes and system improvements, resulting in increased user efficiency and reduced support inquiries.
IT Systems Analyst
Munich RE
Princeton
09.2023 - 02.2024
- Managed the tech bar at the local facility, serving as the main point of contact for the IT team and ensuring timely resolution of technical issues.
- Imaged laptops for end users and repaired broken devices, reducing downtime and improving overall productivity for employees.
- Liaised between vendors, technicians, and clients, facilitating clear communication and driving successful project outcomes.
- Worked on Linux Ubuntu Servers for backup management, VPN configurations, and firewall applications, enhancing system security and reliability.
IT Network Engineer
Amicus Therapeutics
Princeton
05.2023 - 08.2023
- Trained new IT hires, accelerating onboarding and ensuring new team members were proficient in company systems and processes.
- Imaged laptops using SCCM and Intune, streamlining device setup and ensuring consistent, secure configurations for end users.
- Pushed updates via Azure, ensuring all devices were up-to-date with the latest security patches and software, maintaining system integrity and compliance.
- Analyzed data and diagnosed problem symptoms. Performed routine maintenance and basic repairs on computers, servers and peripherals.
- Provide technology support for video conferencing and multimedia presentations
IT System Engineer
Noble House Furniture
Edgewater Park
09.2022 - 04.2023
- Assisted with user access and aided in Multi-factor Authentication implementation, enhancing security and ensuring smooth user access to critical systems.
- Contributed to the creation of Intune imaging for laptops used by executives and managers, streamlining device deployment and increasing operational efficiency.
- Provided ongoing technical support to users, resolving software and hardware issues and ensuring minimal disruption to daily operations.
- Install, test, maintain, and monitor computer programs and systems
- Modify existing software products and tools as needed
- Perform basic database administration
- Perform and analyze tests to detect technical or logical procedure errors
- Define user requirements and draft specifications for systems, networks, and/or applications
Helpdesk Engineer
NJ Higher Education Student Assistance Authority
Trenton
02.2018 - 02.2022
- Built new laptops and desktops using SCCM, ensuring efficient device deployment and consistency across the organization.
- Configure and deploy client workstations and associated operating systems and applications software
- Created virtual desktops for users, enabling remote work capabilities and ensuring seamless access to corporate systems during remote work transitions.
- Assisted with Windows 10 deployment and imaging during the COVID-19 lockdown, enabling a smooth transition to remote work for employees and ensuring minimal downtime.
- Write or modify computer programs or parts of programs as specified
- Write user or operations documents or manuals
- Perform technical service and support work in an integrated computer systems environment
- Perform basic system administration and monitoring
Systems Administrator
Glenmede Financial
Philadelphia
11.2017 - 01.2018
- Upgraded the entire company to Windows 10 by deploying new laptops and desktops using SCCM, ensuring a smooth transition and enhancing system performance across the organization.
- Participate in disaster recovery, contingency planning, and emergency evacuation planning and exercises
- Conduct diagnostic routines to isolate/interpret system error conditions or system hardware problems
- Educated end users on new systems and best practices, increasing user adoption and reducing support requests during the transition to updated technology.
- Aided internal and external users in connecting to Glenmede's LAN via VPN and other secure methods, ensuring seamless access to corporate resources from remote locations.
Desktop Deployment and Support Technician
Penn Medicine Princeton Medical Center
Plainsboro
09.2017 - 11.2017
- Aided in the transition to Penn Medicine, overseeing the deployment of their operating system and proprietary software, ensuring a seamless integration and minimizing disruption during the transition process.
Desktop Support Technician
Princeton Radiology
Princeton
11.2016 - 09.2017
- Administered desktop workstations, ensuring optimal performance and user satisfaction across all workstations in the organization.
- Participate in disaster recovery, contingency planning, and emergency evacuation planning and exercises
- Ran troubleshooting scripts for servers, identifying and resolving system issues, improving server uptime and reliability.
- Provided Tier 2 helpdesk support, handling complex technical issues
Customer Security Assurance Desktop Technician (Lvl 2)
Comcast
Cherry Hill
12.2015 - 11.2016
- Acted as a Tier 2 liaison between customers and engineers, facilitating effective communication and ensuring timely resolution of complex technical issues.
- Created cybersecurity awareness programs, mitigating DDoS attacks, blocking ransomware, and countering potential social networking threats, enhancing the overall security posture of the organization.
- Analyzed disaster recovery and business continuity plans for corporate clients, identifying vulnerabilities and recommending strategies to ensure resilience in the face of disruptions.
- Provide first level/help desk support and response to user problems
- Notify technician, supervisor, or senior staff of any equipment malfunctions or problems with computer hardware, software or peripherals
Education
Technical school -
Computertraining.com
King of Prussia, PA11.2006
Business Management - Major
Delaware County Community College
Media, PA12.2001
Skills
- Systems imaging and deployment
- SCCM
- Intune
- Windows 11
- Windows 10
- Windows 7
- Mac OS
- Linux (Ubuntu)
- Azure
- Cybersecurity
- Risk assessments
- DoS mitigation
- Ransomware prevention
- Multi-factor Authentication (MFA)
- Networking & Support
- VPN
- LAN connectivity
- Remote support
- Disaster recovery
- Business continuity
- Technical Support
- Helpdesk (Tier 1 & 2)
- Troubleshooting
- Ticketing systems
- Hardware/software maintenance
- Problem Solving
- Analytical thinking
- System optimization
- Communication
- Vendor/client liaison
- User training
- Clear documentation
- Leadership & Collaboration
- Team management
- Cross-department collaboration
- Project coordination
- Customer Service
- Building positive relationships
- Ensuring user satisfaction
- Training
- Creating a system for new employees
- Onboarding
- Training and mentoring
- Hardware troubleshooting
- Incident management
- Problem-solving skills
- Inventory oversight
- Microsoft office
- Technical support
- System imaging
- Remote assistance
- Software troubleshooting
- Multi-factor authentication
- Customer relationship management
- IT asset management
- Vendor liaising
- Process optimization
- Time management
- Team collaboration
- Problem solving
- Effective communication
- Ticketing system experience
- Application support
Certification
- Comptia A+, 12/01/01
- MCSE, 02/01/07
Personal Information
Title: I.T. Systems Engineer
Military Background
US Army, 03/01/88, 05/01/93, Combat Engineer: Demolition Specialist (12D), Personnel Records and Actions Specialist (75Y)
Timeline
Service Desk Representative
Bank of America
03.2025 - 06.2025
IT System Engineer
New Jersey Department of Health
02.2024 - 06.2024
IT Systems Analyst
Munich RE
09.2023 - 02.2024
IT Network Engineer
Amicus Therapeutics
05.2023 - 08.2023
IT System Engineer
Noble House Furniture
09.2022 - 04.2023
Helpdesk Engineer
NJ Higher Education Student Assistance Authority
02.2018 - 02.2022
Systems Administrator
Glenmede Financial
11.2017 - 01.2018
Desktop Deployment and Support Technician
Penn Medicine Princeton Medical Center
09.2017 - 11.2017
Desktop Support Technician
Princeton Radiology
11.2016 - 09.2017
Customer Security Assurance Desktop Technician (Lvl 2)
Comcast
12.2015 - 11.2016
Technical school -
Computertraining.com
Business Management - Major
Delaware County Community College
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