Ronnie Johnson
Oak Hill,VA
Summary
Dedicated professional with strong technical troubleshooting and customer support skills. Proven ability to manage multiple requests while ensuring high-quality documentation and communication.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Federal Sales Accounts Representative
DSI Tech
Ashburn, Virginia
01.2024 - 12.2024
- • Assisted federal customers with enterprise IT solutions from Cisco, Dell/EMC, Microsoft, Palo Alto, HPE, and HP, enhancing user satisfaction.
- • Responded to user and customer requests via phone and email, resolving account, order, and technical-related inquiries.
- • Oversaw multiple requests simultaneously, ensuring timely responses to each. while maintaining accuracy and responsiveness.
- • Documented and tracked requests and resolutions in CRM and ticket workflows, ensuring organized handling of inquiries.
- • Escalated complex issues to vendors and internal technical teams, facilitating timely resolutions for federal accounts.
Sales Account Executive:
Software AG
Reston, Virginia
03.2017 - 01.2023
- • Liaised between customers and global technical support, professional services, and operations teams to facilitate issue resolution.
- • Maintained detailed documentation of customer interactions, renewals, and escalations in Salesforce.
- • Coordinated issue tracking and escalations, ensuring timely follow-through to resolution.
- • Received recognition for professionalism and organization in managing high-impact customer situations.
Renewal Specialist:
Quest Software (Dell)
Reston, Virginia
04.2007 - 04.2007
- • Addressed customer inquiries on renewals, licensing, and support entitlements to enhance customer understanding and satisfaction.
- • Informed customers about support services and maintenance offerings to facilitate informed decision-making.
- • Ensured accuracy of records, forecasts, and customer documentation to support effective account management.
- • Worked cross-functionally with sales and support teams to resolve issues efficiently.
Network Analyst (NOC):
AOL
Reston, Virginia
04.2004 - 04.2007
- • Monitored enterprise systems and network infrastructure to ensure uptime and performance.
- • Provided Tier I/Tier II technical support in 24/7 Network Operations Center, ensuring swift resolution of network issues.
- • Responded to incidents via phone and ticketing systems, troubleshooting hardware, software, and connectivity issues.
- • Escalated unresolved incidents to senior engineers per SLA and escalation protocols.
- • Recorded incidents and resolutions to enhance reporting accuracy and maintain operational continuity.
Education
CompTIA
Downers Grove, IL02-2025
Some College (No Degree) - Business Management
Northern Virginia Community College
Annandale, VASome College (No Degree) - Business Management
University of Phoenix
Tempe, AZSkills
Tier I / Tier II Service Desk Support
Incident & Ticket Management (ServiceNow-based environments)
Windows 10 / Microsoft Office Suite
User Account Administration (create, modify, reset)
Hardware, Software & Network Troubleshooting
Phone, Email & Remote Support
Issue Escalation & Cross-Team Coordination
Documentation, SOPs & Knowledge Base Updates
Enterprise IT & Data Center Environments
Certification
Security+ CE
Timeline
Federal Sales Accounts Representative
DSI Tech
01.2024 - 12.2024
Sales Account Executive:
Software AG
03.2017 - 01.2023
Renewal Specialist:
Quest Software (Dell)
04.2007 - 04.2007
Network Analyst (NOC):
AOL
04.2004 - 04.2007
CompTIA
Some College (No Degree) - Business Management
Northern Virginia Community College
Some College (No Degree) - Business Management
University of Phoenix