Sylvester Black Johnson
Atlanta,GA
Summary
Detail-oriented Desktop Support Analyst skilled in incident documentation and SIEM log analysis. Enhances security posture through proactive monitoring and identity management. Delivers high-quality technical support while driving continuous service improvement. Experienced in managing user accounts and resolving complex issues, leading to improved user experiences and efficient operations.
Overview
6
6
years of professional experience
Work History
Desktop Support Engineer
Kilpatrick Townsend Stockton
Atlanta, California
02.2026 - Current
- Provided technical support for hardware and software issues across various user environments.
- Diagnosed and resolved desktop and laptop performance problems efficiently.
- Installed and configured operating systems and essential software applications.
- Installed, configured, and maintained computer hardware, software, and peripherals, enhancing user functionality and support.
- Configured user accounts, permissions and passwords according to company policies.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Monitored system performance and conducted preventive maintenance tasks regularly.
- Resolved printer, scanner, and other peripheral device issues, maintaining operational efficiency.
- Conducted regular system backups and disaster recovery operations, ensuring data integrity.
- Managed Active Directory user accounts, groups, and permissions, ensuring secure user access and safeguarding sensitive information.
- Resolved user issues through remote desktop support utilizing tools like TeamViewer and Remote Desktop.
- Collaborated with IT teams to implement new technologies and upgrades.
- Trained users on best practices for software utilization and security measures.
- Maintained accurate documentation of support requests and resolutions in ticketing system.
- Communicated with users to identify and address technical challenges, improving overall user satisfaction and support responsiveness.
- Participated in IT projects related to desktop support services.
- Implemented and maintained VoIP systems, improving communication efficiency.
IT Service Desk Analyst
Kilpatrick Townsend & Stockton LLP
08.2022 - Current
- Provided Tier 1 technical support to enterprise users across Windows, macOS, VPN, Citrix, and VMware environments.
- Performed technical triage and root cause analysis, documenting incidents in ServiceNow to enhance incident resolution.
- Configured secure access and identity management through Active Directory and Azure AD to protect user data.
- Alerted relevant security teams about potential security threats and anomalous activities.
- Developed and updated knowledge base articles to enhance training efficiency for new analysts.
- Oversaw ticketing system to monitor user requests and prioritize timely responses.
- Collaborated with IT teams to resolve complex technical problems efficiently.
- Documented solutions and created user guides for common technical issues.
Enterprise Help Desk Analyst
Starbucks Coffee Company
02.2025 - 07.2025
- Supported global enterprise POS and infrastructure systems, reducing downtime and ensuring operational continuity.
- Strengthened security posture through CyberArk privilege management, enhancing access control and risk mitigation.
- Monitored system health and anomalies using Splunk SIEM, facilitating early detection and resolution of potential issues.
- Administered user lifecycle management via Active Directory and group policy.
- Ensured device compliance using JAMF and AirWatch.
- Provided technical support for employees using internal software systems.
- Troubleshot store networks using Meraki, coordinating with vendors to expedite equipment replacement.
- Assisted store technicians in troubleshooting devices and equipment during new installations.
- Configure new devices to make sure they have correct IP for stores to maximize efficiency.
- Support Corporate and stores with software and hardware related issues.
Help Desk Analyst
Keno Kozie Associates
02.2022 - 08.2022
- Delivered remote support across Microsoft 365, DMS platforms, VPN, Citrix, and Active Directory.
- Managed incident workflows in Ivanti and Footprints, ensuring accurate documentation for timely and effective resolution.
- Utilized SCCM for software deployment and troubleshooting endpoints to maintain operational efficiency.
- Managed user accounts and permissions in Active Directory for secure access.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Created knowledge base articles to address frequently asked questions, enhancing customer self-service capabilities.
- Developed and maintained positive customer relationships, contributing to account service expansion and customer satisfaction.
Service Desk Analyst
Frontline Managed Services
08.2020 - 01.2022
- Delivered first-line technical support for enterprise software and remote access platforms, resolving user issues promptly to minimize downtime.
- Troubleshot VPN and Citrix session issues to restore remote workforce connectivity and enhance productivity.
- Recorded incidents and escalations in ServiceNow, ensuring accurate logs for effective tracking and timely resolution.
Education
Associate of Applied Science - Networking
Chattahoochee Technical College
Marietta, GA05-2028
High School Diploma -
New Manchester High School
Douglasville, GA05-2013
Skills
- User support
- Remote troubleshooting
- Incident escalation
- Software troubleshooting
- Device maintenance
- Software assistance
- Network troubleshooting
- Network fundamentals
- Systems: Windows 10/11, macOS, Linux (foundational)
- Basic PowerShell scripting
- ServiceNow documentation
- ServiceNow reporting
- Endpoint monitoring
- Log analysis
- Security tools: CyberArk, Zscaler, Proofpoint
- Identity management
- Vulnerability concepts
- Cybersecurity news
- SIEM analysis
- Team collaboration
Timeline
Desktop Support Engineer
Kilpatrick Townsend Stockton
02.2026 - Current
Enterprise Help Desk Analyst
Starbucks Coffee Company
02.2025 - 07.2025
IT Service Desk Analyst
Kilpatrick Townsend & Stockton LLP
08.2022 - Current
Help Desk Analyst
Keno Kozie Associates
02.2022 - 08.2022
Service Desk Analyst
Frontline Managed Services
08.2020 - 01.2022
Associate of Applied Science - Networking
Chattahoochee Technical College
High School Diploma -
New Manchester High School