Timothy A. Johnson
Glen Rock,USA
Summary
A results-oriented IT professional with extensive technical management and support experience within multi-faceted IT infrastructures.
Overview
18
18
years of professional experience
Work History
Senior Service Desk Specialist
Azura Vascular Care
10.2020 - Current
- Resolved customer network, hardware, and software via a system support ticketing system. Assess specialty medical software issues, documenting defects and user issues. Collaborated with IT team to align tasks to meet shared goals.
- Key Achievements:
- Developed a customer form to gather support requirements, significantly improving resolution time.
- Partnered with infrastructure team to create best practices and documentation on new office computer and network equipment installations.
- Primary point of contact for equipment procurement
- Initial point of contact for escalations.
Technical Support Specialist
Utz Quality Foods
10.2016 - 10.2020
- Lead maintenance, troubleshooting, and resolution of network, iPhone and Android, Zebra equipment, F9, and SAGE financial software issues. Image and deploy PCs and laptops and configure printers. Collaborate with third-party vendors to develop risk mitigation plans.
- Key Achievements:
- Managed entire PC and laptop deployment to fleet maintenance department.
- Researched and developed a plan forward newly acquired organization phone calls to customer care center.
- Created a streamlined Windows 10 image for laptops and PCs.
- Developed Windows 10 and OneDrive training documents and videos to fill crucial skill gaps.
- Key player assisting network team with equipment replacements.
Service Desk Specialist
Fresenius Vascular Care
03.2012 - 10.2016
- Resolved customer network, hardware, and software via a system support ticketing system. Assessed Workplace PO inventory, Motorola Workabout Barcode Scanner, and specialty medical software issues, documenting defects and user issues. Collaborated with IT team to align tasks to meet shared goals.
- Key Achievements:
- Developed a customer form to gather support requirements, significantly improving resolution time.
- Designed a process to repair Motorola scanners in-house.
- Partnered with infrastructure team to create best practices and documentation on new office computer and network equipment installations.
Desktop Support Technician II
Helion Technologies
12.2011 - 03.2012
- Managed customer support issues, listening to customers and developing troubleshooting plans. Installed and resolved issues with specialty automotive software. Configured smart phones and tablets.
- Key Achievement:
- Contributed to a high profile client project, deploying new desktop PCs within 2 weeks.
Education
Associate of Science - Computer Systems
York Technical Institute
York, PASkills
- Proficient troubleshooting and resolving technical issues, applying troubleshooting methodologies and procedures to effectively secure and monitor system operations and provide high-level end user support
- Skilled in collaborating with multiple stakeholders to identify issues and risks, suggest mitigation strategies, and drive towards improved technology solutions
- Excellent communicator, leader, and team player with the innate ability to learn new technologies and complete multiple tasks in an operational support environment
Timeline
Senior Service Desk Specialist
Azura Vascular Care
10.2020 - Current
Technical Support Specialist
Utz Quality Foods
10.2016 - 10.2020
Service Desk Specialist
Fresenius Vascular Care
03.2012 - 10.2016
Desktop Support Technician II
Helion Technologies
12.2011 - 03.2012
Associate of Science - Computer Systems
York Technical Institute
Career Note
Also worked as a PC Technician and PC Technician II at the Mayor’s Office of Information Technology in Baltimore, MD from 9/2006 to 12/2011 and as a Copier Technician at Advance Business Systems from 2/2006 to 9/2006.
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