Rod Johnson
FORNEY,TX
Summary
Adept Computer Helpdesk Technician with a proven track record. Enhanced end-user satisfaction through expert resolution of complex technical issues. Skilled in software installation and problem diagnosis, coupled with exceptional customer service abilities. Achieved a high volume of ticket resolutions, demonstrating both technical proficiency and effective communication.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Computer Helpdesk Technician
Security National Bank
03.2020 - Current
- Respond to various software and hardware issues via ticketing system, phone calls, email, teams chat.
- Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Responded to emergency situations quickly and professionally, mitigating potential damage from viruses or other threats to organizational systems/data integrity.
- Provided exceptional customer service, resolving a high volume of helpdesk tickets within established timeframes.
- Successfully onboarded new employees by setting up workstations, peripherals, and profiles while providing comprehensive training on company software applications.
Computer Helpdesk Technician
Oldcastle Building Envelope
11.2019 - 02.2020
- Assisted end users through ticketing system, phone calls, email and instant messaging.
- Managed high call volumes, prioritizing tasks to ensure timely responses and resolutions for all inquiries.
- Enhanced customer satisfaction by efficiently troubleshooting and resolving technical issues for computer users.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
Computer Helpdesk Technician
EmployBridge
01.2016 - 09.2019
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Maintained inventory of computer hardware components, ensuring availability of replacement parts when needed for repairs or upgrades.
- Assisted customers with password resets and account management tasks while maintaining strict adherence to security protocols.
Skills
- Remote support
- Software installation
- System upgrades
- Network connectivity
- Problem diagnosis
- Application support
- Printer support
- Software configuration
- Mobile device management
- Helpdesk operations
- Active directory
- Operating systems
Certification
- CompTIA Network+ - Computing Technology Industry Association.
- CompTIA A+ - Computing Technology Industry Association.
Timeline
Computer Helpdesk Technician
Security National Bank
03.2020 - Current
Computer Helpdesk Technician
Oldcastle Building Envelope
11.2019 - 02.2020
Computer Helpdesk Technician
EmployBridge
01.2016 - 09.2019
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