Summary
Overview
Work History
Education
Software
Timeline
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Scott Johnson

IT Specialist
Salt Lake City,UT

Summary

I have excellent communication skills and enjoying working with end users to solve their technical issues and provide training.

Overview

19
19
years of professional experience

Work History

Manager of Copy Center Operations and HelpDesk

Strong and Hanni
06.2019 - Current
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Brought my IT skills into the copy center to streamline operations.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Previously Helpdesk IT Specialist before being promoted to Manager of Copy Center Operations.
  • Provided onboarding and ongoing training to attorneys and staff.
  • Provided in-person and remote troubleshooting for attorneys and staff.
  • Led onboarding and new software training for attorneys and staff.

Senior Help Desk Analyst

Carbonite
06.2018 - 06.2019
  • Served as a key liaison between the IT department and business units, fostering collaboration on technology initiatives.
  • Analyzed trends in help desk requests to identify areas for improvement in IT systems and training materials.
  • Provided support to corporate clients remotely.
  • Worked with Unix, Linux, Windows Server, and IBM AIX systems to troubleshoot and resolve backup failures.
  • We used a ticketing system that including a resolution database to research. The ticketing system also included a timing system to ensure that we updated and closed tickets in a timely manner.

IT Specialist

Apple
09.2014 - 03.2019


  • Managed hardware and software inventory, ensuring timely updates and replacements as needed.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Provided exceptional customer service by promptly addressing problems reported by endusers.
  • Trained employees on new technologies, increasing competency levels across the organization.
  • Specialized in mobile device troubleshooting and training end users. iPhone, iPad, and EarPods.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Used ticketing systems to manage and process support actions and requests.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Led training for onboarding staff, and trained users in new software.
  • Maintained servers and systems to keep networks fully operational during peak periods.

IT Helpdesk and Trainer

2nd Circuit Federal Court of Appeals
04.2006 - 05.2014
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
  • Optimized training delivery schedules, accommodating diverse learning styles and work commitments.
  • Facilitated virtual, in-person and blended learning sessions.
  • Wrote training manuals for attorneys and employees in various positions according to strict company guidelines and Federal Court protocols.

Education

Bachelor of Arts - Art History

New York University
New York, NY
01.2006 - 06.2009

Chancellors Certificate - Completion of 96 Hours of Computer Training

University of Missouri
St. Louis, Missouri
05.2001 -

GED -

Putnam City High School And GED
Oklahoma City, Oklahoma
05.2001 -

Software

FileVine, NetDocuments, Windows troubleshooting, Unix, Linux, and configuring users and roles for Windows server

Timeline

Manager of Copy Center Operations and HelpDesk

Strong and Hanni
06.2019 - Current

Senior Help Desk Analyst

Carbonite
06.2018 - 06.2019

IT Specialist

Apple
09.2014 - 03.2019

IT Helpdesk and Trainer

2nd Circuit Federal Court of Appeals
04.2006 - 05.2014

Bachelor of Arts - Art History

New York University
01.2006 - 06.2009

Chancellors Certificate - Completion of 96 Hours of Computer Training

University of Missouri
05.2001 -

GED -

Putnam City High School And GED
05.2001 -

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Scott JohnsonIT Specialist