Robert T. Johnson
Myrtle Beach,SC
Summary
Qualified Advanced Technical Support Specialist with over eight years of helpdesk and customer service experience in a Health Care Environment. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Astute Technical Support Specialist II with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Technical Support Specialist II
Tidelands Health, Waccamaw & Georgetown Hospital
11.2015 - Current
- Troubleshoot, repair, maintain, install, and perform testing on various devices and equipment, data communication, end user support, and computer network systems
- Retrieve and deploy new/used IT equipment into our environment, while maintaining device asset management life-cycle documentation
- Complete work orders such as installing equipment, connecting, and moving devices, updating software, repairing computer systems, troubleshooting network and printer/phone issues
- Perform remote and onsite troubleshooting of escalated issues, to resolution
- Provide accurate and expert information on IT products and services for organizational adoption and end-user training
- Employee engagement ambassador, leading orientation presentation to educate new employees on current company policies, and procedures for IT security, password protection and education
- Multi-skilled at installation and maintenance of Software
- Proficient in Active directory management and general directory services interactions
- Well-versed to manage tickets assigned via Help Desk software and provide resolution, de-escalation, or escalation
- Performed on-call rotation after hours and weekend support to bring resolution to end users, escalate or de-escalate issues
- Efficiently participate in workstation and application deployment projects, including interacting with WDS services and configurations
- Continued growth of Knowledgebase development and management.
- Resolve up to 15 to 20, sometimes more, technical support inquiries per day
Media Specialist/Teaching Excellence Center
Horry Georgetown Technical College
04.2015 - 11.2015
- Joined forces with teachers and administrators to support curriculum content, learning outcomes and student information needs
Intern
Horry Georgetown Technical College
07.2014 - 03.2015
- Prepared project presentations and reports to assist senior staff
- Collaborated with senior management on new initiatives to build confidence
- Explored new technologies and approaches to streamline processes
- Facilitated successful completion of projects from concept to launch
Assistant Network Technician
Michaels Element
01.2009 - 12.2014
- Skilled at working independently and collaboratively with the team.
- Worked within team setting, providing support and guidance
- Worked effectively in fast-paced environments
- Managed time efficiently in order to complete all tasks within deadlines
- Excellent communication skills, both verbal and written
Education
Associate - Applied ScienceComputer Technology Networking
Horry Georgetown Technical College
Conway, SC06.2015
Some College (No Degree) -
Western Kentucky University
Bowling Green, KYSkills
Proficient in Office 365, Linux Operating Systems, Windows 7, 10 and 11 Operating Systems, Windows Server 2019, Windows Active Directory, VMware vSphere, Apple products, Android products
- Friendly and Patient
- Troubleshooting and Diagnosing
- Customer Communication and Empathy
- Hardware and Software Repair
- Accurate Documentation
- Documenting Calls
- Service Desk Team Management
- Technical Support and Assistance
- Supporting VoIP
- Hardware Evaluation
- Hardware Upgrades
- Component Replacements
- Hardware Repair
- Support End-Users
- Remote Technical Assistance
- Onsite Installations
- Organizational Skills
- Inventory Procedure Documentatio
- Application Installation
- Hardware and Software Configuration
Accomplishments
- CompTia A+
- Dell Certified
Certification
Comptia A+
Dell Certified
Timeline
Technical Support Specialist II
Tidelands Health, Waccamaw & Georgetown Hospital
11.2015 - Current
Media Specialist/Teaching Excellence Center
Horry Georgetown Technical College
04.2015 - 11.2015
Intern
Horry Georgetown Technical College
07.2014 - 03.2015
Assistant Network Technician
Michaels Element
01.2009 - 12.2014
Associate - Applied ScienceComputer Technology Networking
Horry Georgetown Technical College
Some College (No Degree) -
Western Kentucky University
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