Rochelle Johnson
PHILADELPHIA,PA
Summary
IT professional with 10 years of experience in optimizing IT and customer support solutions. Expert in service desk operations, incident management, and aligning strategies with business goals. Specializes in enhancing performance through strategic assessments and implementation. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
19
19
years of professional experience
Work History
IT Consulting Strategist
AURAJAE TECHNOLOGY SOLUTIONS
10.2023 - Current
- Develop and recommend IT solutions for business workflow improvement
- Provide 24/7 on call remote & on-site IT support for infrastructure event management, HW & SW maintenance in PA, DE, and NJ
- Install and update Windows, Microsoft Office and security applications
- Deploy, reset, configure, and replace devices as needed
- Performed system scans to remove viruses, spyware, and malware.
IT Business Analyst
CONSULTING PROFESSIONAL RESOURCES @ Braskem America
03.2022 - 03.2023
- Analyzed data to identify patterns and trends to inform business decisions
- Conducted interviews with key business users to collect information on business processes and user requirements
- Evaluated consistency and importance of different business intelligence data against needs to determine optimal courses of actions
- Created current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
Desktop Support Engineer II
NSC GLOBAL LIMITED @ Johnson & Johnson Pharmaceutical Research & Development
12.2019 - 01.2022
- Executed device refresh plan for R&D labs, replacing 3,000+ units with newer models while ensuring zero interruption to daily operations
- Implemented company-wide upgrade to Windows 10, reducing system downtimes by 15%
- Supported Change Management activities, Windows 10 Deployment
- Remote builds of GxP MLL computers
- Performed validations based on established best validation practices and standard operating procedures.
Digital Literacy Instructor
OIC OF PHILADELPHIA
03.2017 - 09.2019
- Oversaw KeySpot digital literacy initiatives and Adult Workforce Development program, both programs offered structured courses for learning about technology
- Presented hands-on workshops on work readiness, teamwork, and group dynamics.
Service Desk Manager / Sr. Technical Support Analyst
TEMPLE UNIVERSITY COMPUTER SERVICES
12.2005 - 08.2016
- Provided comprehensive support for network connectivity, software, operating systems, and business critical technologies
- Maintained compliance with all standard operating policies and procedures.
Education
Bachelor Of Science - MIS in Cybersecurity
Strayer University
Philadelphia, PA01.2025
Certified Computer Programmer - undefined
Computer Learning Center
Philadelphia, PA01.1992
Skills
- Leadership and Staff Supervision
- Emergency Situation Evaluation
- Communication and Computer Equipment Operation
- Staff Training and Development
- Problem Resolution and Technical Assistance
- Effective Interpersonal Communication
Additional Information
SharePoint, Visio, CRM Systems, Adobe: Dreamweaver, Photoshop, Acrobat
Hardware Expertise
- PC Hardware
- Printers
- Network Configurations
- Mobile Devices
- Remote Desktop Services
- Ticketing Systems
Operating Systems
- Windows 10/11
- MacOS
- Android
- IOS
Remote Collaboration Applications
- Microsoft Planner
- Teams
- Trello
- Skype
- Zoom
- Dropbox
- GoToMeeting
- GoTo Webinar
- Slack
- Webex
Data Analysis Tools
- SQL
- Tableau
- Python (Pandas, NumPy)
- Microsoft Power BI
Business Analysis
- Requirements Gathering
- SWOT Analysis
- Use Case
- User Stories
- Agile Methodologies
Project Management
- JIRA
- Trello
- MS Project
- Agile/Scrum
- Kanban
Networking
- TCP/IP
- VPNs
- DHCP
- DNS
- LAN/WAN
- IPSec
- SSL/TLS
- Firewall Management
Timeline
IT Consulting Strategist
AURAJAE TECHNOLOGY SOLUTIONS
10.2023 - Current
IT Business Analyst
CONSULTING PROFESSIONAL RESOURCES @ Braskem America
03.2022 - 03.2023
Desktop Support Engineer II
NSC GLOBAL LIMITED @ Johnson & Johnson Pharmaceutical Research & Development
12.2019 - 01.2022
Digital Literacy Instructor
OIC OF PHILADELPHIA
03.2017 - 09.2019
Service Desk Manager / Sr. Technical Support Analyst
TEMPLE UNIVERSITY COMPUTER SERVICES
12.2005 - 08.2016
Bachelor Of Science - MIS in Cybersecurity
Strayer University
Certified Computer Programmer - undefined
Computer Learning Center
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