Summary
Overview
Work History
Education
Skills
Certification
Technical Experience
Training
Timeline
Generic

Richard Johnson

Eden Prairie,MN

Summary

Desktop Support Analyst - Help Desk Analyst -– Field Technician Migration Specialist Experiences as a Microsoft certified Professional with more than 10+ years of experience in Information Technology. Experience in providing help desk, desktop support, field, remote, telephone, and customer support for hardware, software, operating systems, networks, and servers. Also have experience in providing technical support and End-user documentation. Major Strengths: Experience in strategic planning, customer relations, business administration, and operations management Directing administration, sales, customer service, and technical support functions Managing the day-to-day operations of service/support employees Installing, imaging and configuring new laptops and desktops Providing support and service on data and voice networking architectures Providing desktop support for various parts of plants and employees having computer oriented and hardware or software problems Maintaining and updating security systems Maintaining customer service on special requirements and service issues Attending to phone calls and emails from customers needing support on a variety of issues Contacting customers to resolve hardware or software issues Tracking incidents using Remedy, HP Openview, HP Service Manager and BMC Footprint tickets systems Experience in Telecommunication and Banking domains

Overview

11
11
years of professional experience
1
1

A+ Certification

1
1

Microsoft Windows 2000 Professional

1
1

Microsoft NT 4.0 Workstation

Work History

Systems Administrator

Information Sciences Consulting, Inc. (ISCI)-VA Medical Center
03.2021 - 07.2023
  • Performs installation, configuration, maintenance, testing and troubleshooting tasks in support of IT customers within the company building or remote users
  • Diagnose and resolve customer related hardware/software issues utilizing the Service Now tool
  • Track and document all system changes, problems, issues, and work tasks within Service Now
  • Provisioning of newly procured endpoints to include desktops, laptops, printers, and mobile devices
  • Perform imaging, desktop support, adds/moves and changes of computer equipment
  • Install OS Patch installation/patch removal (if applicable), OS upgrades and Commercially Available Off-the-Shelf (COTS) software
  • Provide user management account support where Elevated Privileges (EP) may be required
  • Perform software application installation and configuration based on change order instructions
  • Utilize log data and system administration tools to diagnose system hardware and software problems, repair, and re-configure or replace defective system components as indicated
  • Perform system monitoring and analysis on assigned systems to discover risks and inadequacies, and provide recommendations on the need for expansion, enhancement or revision
  • Utilize Microsoft System Center Operations Manager (SCOM) and SCOM tools to troubleshoot performance issues and deploy software packages, to include Scripting, McAfee and other VA standard tools
  • Performs inventory functions to include managing pagers and turn-ins including performing media sanitization, disposal and/or turn in of all computer equipment
  • Ability to troubleshoot problems and issues identified by customers and implement corrective actions
  • Perform routine audits of systems and software to determine utilization and adequacy for demand and compliance with current hardware and software site license regulations and requirements
  • Performs general maintenance activities, printer deployment / repair, software installations, EHRM prep and equipment refreshes
  • May include pulling old hard drives and cables from server room as needed and retiring old server equipment
  • Perform asset management to include asset inventory, audit and tracking, asset administration and reporting, integrated IT asset portfolio, and history and forecasting, automating the asset management process as necessary
  • Desktop, Laptop, monitors, printers, servers and related equipment asset removal from active roster of company assets and wiping hard drives and delivering old computer assets to warehouse for external company to pick up to ensure old computer equipment is physically removed from company inventory lists.

Desktop Support Analyst

CEI Group, Inc. - One Beacon Insurance
10.2017 - 09.2020
  • Provides level II and advanced support to individuals at all levels in including executives experiencing problems with Desktop / Laptop hardware, printing, server connectivity, operating systems, related utilities and associated business and IT applications
  • Tickets were started for the selected Employee and our level 2 or level 3 groups were assigned tickets or we would assign ourselves the tickets to ourselves as needed
  • Support was provided by Telephone, Email and sometimes face-to-face sessions to One Beacon Employees
  • Some tickets involved software installations if approved and could be done manually or packaged software in Software Center by the employee and if software was requested by an employee for first time use, approval of all software was required to be approved by Network Security and our level 2 and level 3 groups
  • Tickets were generated for new employees and our level 2 and level 3 groups were assigned tickets to assign laptops, docking stations, keyboards, mice and monitors and would be setup in whatever location in the continental United States for the assigned One Beacon office
  • When the laptop or desktop PC had the approved software installed on the device, the computer was shipped out including the requested computer equipment to the assigned One Beacon office
  • A profile had to be built on the computer if it was a laptop so when the computer arrived at the assigned address, the employee could sign into the laptop and setup the wireless network connection if it to be a wireless connection or the person could use a network cable if a modem or router was available
  • A desktop computer being setup with a wired connection using an Ethernet wired connection could be setup in any location as long as an Ethernet cable was available
  • Some tickets involved computer equipment that was determined to be defective or not functioning as the item requires and this would require replacement equipment to be provided
  • Some tickets involved workstation compromises due to a suspected internet link may have been clicked on by a One Beacon employee and it was determined that the laptop or desktop computer needed to be replaced and considered to be infected
  • This required a new laptop or desktop computer to be setup for the One Beacon employee and a profile would be needed to be cached on the computer before it is shipped to required One Beacon addresses and the required software needed to be installed on the computer before it is shipped to the required address
  • Also participated in the Windows 7 to Windows 10 migration for 1200 employees for One Beacon Insurance that took 6 months to complete.

Helpdesk Technician

Northshore Resources - Hennepin County
06.2017 - 10.2017
  • My duties at Hennepin County were expressly about Help Desk duties and occasionally involved in training sessions on deploying new Lenovo laptops with Windows 10 as the operating system and educating Hennepin County employees on how to operate Windows 10 proficiently.

Infrastructure Analyst

ITR Group Inc. - Allianz Life
11.2016 - 05.2017
  • Infrastructure Engineer assigned to computer imaging and deploying 600 new Lenovo laptops and desktop computers using Microsoft Windows 7 to replace Microsoft XP laptops and desktops
  • SCCM was used to deploy all software deployments to each individual computer
  • Service Now ticketing system and Active Directory were used to keep track of all computer deployments and disposal for over 500 new computers and re-imaging older computers for cascading to existing computers that are still in warranty
  • Individual deployments required face to face deployments with Allianz customers which required supreme customer satisfaction
  • Some deployments required shipping out laptops to Allianz customers in different states which required setting up each laptop in advance with the customer’s login credentials cached on the laptop before having the computer set to be part of the Allianz domain
  • Lotus Notes and Sametime were used as the Email and instant messaging system
  • Project ended with planning and deploying 600 new VoIP phones to replace existing VoIP phones.

Desktop Support

Federal Reserve Bank - C. S. Solutions, Inc.
03.2015 - 08.2016
  • Duties included imaging and deploying new laptops and desktop computers and using Microsoft Windows 7 and Microsoft Windows 8.1 along with supporting over 1200 employees onsite
  • Other duties included providing top notch service for Remedy Tickets which included all aspects of support as part of a Desktop Support team
  • This included setting up network and local HP printers
  • Active Directory was employed to keep track of all new computers and also retiring the old computers
  • Disk wiping of all hard drives was used to keep sensitive data from being compromised
  • All of the old computers were stored on pallets and picked up by a contracting company at an appointed time.

Help Desk Analyst

Modis Inc. - Best Buy
11.2014 - 01.2015
  • Help Desk Analyst for IBM at Best Buy corporate headquarters
  • Taking phone calls from technician’s onsite at Best Buy store locations and also working tickets from Service Now ticketing system submitted by Best Buy store employees for Lexmark printers in all aspects of printer usage
  • Technicians call in to order parts for Lexmark printers for consumable items to be sent to Best Buy stores
  • Dispatching technicians to go to Best Buy stores to repair and install Lexmark printers
  • Various software tools like remote desktop applications assist in providing the best possible service.

HP Printer Technician

Modis Inc.
04.2012 - 10.2014
  • As a consultant for Hewlett Packard, job duties center on supporting all printers at Fairview Health Services in the Minneapolis & surrounding areas to monitor, support & supply toners to end-users
  • HP Web Jet Admin software is used to monitor all printers that are hooked up to the Fairview Health Services network
  • Printers are set up to be on the ATD (Automatic Toner Delivery) program
  • Checking printers by IP addresses, able to determine toner levels & listed locations of Fairview printers
  • Occasionally some toners do not always get shipped to end-users so tickets are created for the Service Now ticketing system that I would then be dispatched to drive to the customers site(s) to deliver toners or generate an Email to HP to ship out toners to the customers sites overnight
  • Software such as HP ACDC is used to provide information that HP uses to track all pertinent information for all Fairview Health Systems printers
  • Additional software used is HP RMMC (Remote Monitoring Management Console) which provided extensive information for any printer on the ATD program
  • HP Service Portal software is used to check when the printer last ordered toner or to order toner for any printer on the ATD program
  • Tracking of toner is provided by HP for toner delivery notification
  • I also provided onsite support for United Health Group and Remedy ticketing support for T-Mobile through remote access.

Education

General Business course -

Rochester Community College
01.1984

Skills

  • Enterprise Technology
  • System Upgrades
  • Maintenance and Troubleshooting
  • Software Testing
  • Microsoft SharePoint
  • Windows Server 2003
  • IBM Notes
  • System Administration
  • Critical Thinking
  • Reading Comprehension
  • Active Listening
  • Social Perceptiveness
  • Microsoft Project
  • Microsoft Office Suite
  • Complex Problem-Solving
  • Diagnosis and Troubleshooting
  • Microsoft Excel
  • Windows 95
  • System Deployment
  • Technical Support
  • User Access Management
  • System Performance Monitoring
  • IP Addressing and Subnetting
  • Permissions and Access Control
  • Train Users
  • New Technology Integration
  • Hardware Updating
  • Identify Needs
  • Workstation Maintenance
  • LAN and WAN Control
  • Remote Conferencing Support
  • Requirements Definition
  • Parts Inventory Management
  • VoIP Systems
  • Set Up Applications
  • SOP Writing
  • Update Configurations
  • Virtual Machine Operation
  • Router Installation and Optimization
  • Data Backups
  • DNS Lookup
  • Packet Loss Testing
  • Install Hardware
  • Infrastructure Planning
  • Network Firewall Management
  • Mobile Device Management

Certification

  • Microsoft Certified Professional in Windows 2000
  • Microsoft Certified Professional in Windows 95
  • Microsoft Certified Professional in NT 4.0 workstation
  • A+ certification

Technical Experience

MS Windows 3.1/95/98/NT 4.0/2000/XP/Vista/7/8.1, Windows 10, Windows 11 and MS DOS, Remedy, Vantive, HP Open View, HP Service Manager, Service Now and BMC Footprints, MS Office 2000/2003/2007/2010/2013/2016, Office 365/ MS Outlook 2000/2003/2007/2010/2013/2016/365, Microsoft TEAMS, Server, WinPe, PXE boot, Maximo Asset Software, Lotus Notes, Symantec Anti-Virus, Norton Ghost, McAfee Safe Boot Encryption, Altiris Imaging, Symantec Firewall, VPN software, Active Directory, Remote Assistance, Remote Control, USMT Backup and Restore, SCCM, Client Center for Configuration Manager, CMDB, dBat, RADmin, Page Maker and CAD CAM

Training

  • Hennepin Technical College, Computer Technologies, 1995
  • NRI Technical College, Computer Technician, 1994

Timeline

Systems Administrator

Information Sciences Consulting, Inc. (ISCI)-VA Medical Center
03.2021 - 07.2023

Desktop Support Analyst

CEI Group, Inc. - One Beacon Insurance
10.2017 - 09.2020

Helpdesk Technician

Northshore Resources - Hennepin County
06.2017 - 10.2017

Infrastructure Analyst

ITR Group Inc. - Allianz Life
11.2016 - 05.2017

Desktop Support

Federal Reserve Bank - C. S. Solutions, Inc.
03.2015 - 08.2016

Help Desk Analyst

Modis Inc. - Best Buy
11.2014 - 01.2015

HP Printer Technician

Modis Inc.
04.2012 - 10.2014

General Business course -

Rochester Community College

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Richard Johnson