William Johnson
I.T. Professional
Stone Mountain,GA
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
11
11
years of professional experience
3
3
Certificates
Work History
I.T. Field Technician
Wellstar
Atlanta, GA
1 2015 - 01.2024
- Ensuring all daily IT needs are fulfilled from imaging new machines to setting up users in Active Directory
- Responsible for break/fix of laptops, desktops, zero clients, Igel units, VMware, printers, scanners, and Apple Products.
- Managed I.T. Par and inventory distributing items as needed.
- Promoted a culture of continuous improvement within the organization by staying current on industry trends, emerging technologies, and sharing knowledge with colleagues.
- Increased productivity by training end-users on proper use of hardware, software, and network resources.
Service Desk Analyst
Wellstar
Metro Atlanta, GA
11.2014 - 01.2015
- Provided technical support to customers remotely ensuring client satisfaction and providing them with the ability to Properly operate any machinery or technology they may be having trouble with.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Improved service desk efficiency by streamlining processes and implementing best practices.
Technician
Diversified Recycling
Metro Atlanta, GA
07.2014 - 09.2014
- Re-Imaged Laptops and MacBook pros refurbishing them with new memory and Hard drives I troubleshoot and diagnose issues with old and recycled computers, laptops, Dell, HP, iMacs, and many other branded computers making sure they work properly and are updated with the correct drivers and software so they can be sold and reused.
- Trained new technicians on standard operating procedures, ensuring consistency across the team
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained
- Completed preventive maintenance on machines to enhance production and maintain quality
- Optimized system performance thorough testing and analysis
Service Desk Triage
Wellstar
Metro Atlanta, GA
03.2014 - 06.2014
- Triage for EPIC Go LIVE, and troubleshooting issues with Outlook, Citrix, ImageNow, printing, Bio-Med devices, Lawson, scanners, and your basic password resets and group policies within Novell and Active Directory all using the Remedy ticketing system.
- Provided after-hours support when necessary, demonstrating commitment towards delivering consistent and reliable service to end-users.
- Assisted in implementing new system rollouts or updates by providing user support during the transition period, minimizing downtime or disruptions caused by these changes.
POS Technician
NCR, Global Solutions
Metro Atlanta, GA
12.2013 - 02.2014
- Build, troubleshoot, repair, and perform advanced break-fix on various kinds of POS systems and computers with a goal of one machine fixed per hour
- Completed preventive maintenance on machines to enhance production and maintain quality
- Inspected and tested faulty circuit boards and microprocessors
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance
- Demonstrated increased knowledge of company products and equipment
- Evaluated systems according to predetermined checklist and noted issues
Technical Support Representative
Lenovo, Computer Generated Systems
Metro Atlanta, GA
11.2012 - 06.2013
- Diagnosed and repaired Lenovo laptops, desktops, and tablets in a call center environment adhering to set SLA's and using an extensive ticketing system all while surpassing quality assurance goals.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes
Education
Certified Network Administrator -
TACD Boot
Atlanta, GA 01.2024 - 06.2024
CIS - Information Technology
Interactive College of Technology
Chamblee, Ga 01.2011 - 05.2014
Networking And Security, -
CHUBB INSTITUTE OF TECHNOLOGY:
Atlanta, GA 05.2001 - 05.2003
Skills
Computer Techniques: Capable of finding efficient and resourceful methods of repairing computers
Customer Service
Able to communicate with all levels of management and clients Ability to negotiate and persuade to achieve desired results
Managerial Practices: Specialized executive training skills, Team building practices, and Leadership certification
Resourceful and well-organized: Skilled in activity planning, task management and project follow through
Keen sense of responsibility: Solid professional standards, excellent track record of dependability
Creative Problem Solver: Responds rapidly and appropriately to changing circumstances Evaluates and identifies problems/needs to make astute decisions to effect positive change, and refocus on new priorities
Microsoft Windows: Server 2008, Windows 10 and 11
Linux : Redhat, Unbuntu, Backlash
VMware : Vmware vSphere
Microsoft Office: MS Word, MS PowerPoint, MS FrontPage, MS-DOS, Visio, and different proprietary software
Misc Software Services, and Hardware: Active Directory, Citrix XenApp, SharePoint 2010, SQL Server 2008 R2, Cisco routing/Switching, DNS, IIS, Terminal Services, Domain Controller Mgmt, Application Services, Network Troubleshooting, Data Backup/Recovery, and Visio
TCP/IP based network, Network Security and Defense: Firewall configurations, Proxy Servers
Ethernet: NICs, Hubs, Switches and CISCO routers
Technical Support
Certification
A+ Certified COMP001020403585
Additional Information
- SELECTED ACHIEVEMENTS, Conceded by Wellstar with there esteemed Shinning Star award.
- Approved as an outstanding student by making the Dean's and President's List with a 4.0 average
- Recognized and awarded as most improved sales account manager in my team at Equifax
- Achieved two major awards for best sales workmanship in the country at N.C.O. Financial
- Received award for outstanding customer service at the Underground Atlanta
- Acknowledged by IBM consumers for people skills and expertise with IBM laptops
- Acclaimed for consumer facilitation at Nordstrom's from their patrons
- Noticed for flawless courtesies by Q&A at Computer Generated Systems
- Esteemed for work ethics by the owner and CEO of Diversified Recycling
Timeline
Certified Network Administrator -
TACD Boot
01.2024 - 06.2024
Service Desk Analyst
Wellstar
11.2014 - 01.2015
Technician
Diversified Recycling
07.2014 - 09.2014
Service Desk Triage
Wellstar
03.2014 - 06.2014
POS Technician
NCR, Global Solutions
12.2013 - 02.2014
Technical Support Representative
Lenovo, Computer Generated Systems
11.2012 - 06.2013
CIS - Information Technology
Interactive College of Technology
01.2011 - 05.2014
Networking And Security, -
CHUBB INSTITUTE OF TECHNOLOGY:
05.2001 - 05.2003
I.T. Field Technician
Wellstar
1 2015 - 01.2024