Adonica Johnson Email and Phone Number

Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; Serve as a customer representative regarding company product features, benefits and applications. Address technical inquiries and provide customer service, guidance and support for products and/or programs. Diagnose and resolve technical software issues . Have strong product knowledge and interact with customers mostly via telephone. Coordinate activities with internal departments to meet customer needs.

Handling complex internal and external end-user support issues. Currently working with Citrix interface with the internal clients and using Lync 2010 and Director1 to remote to laptops and desktop to troubleshoot various application and system issues.

Supports a global registry network monitoring team to assess network and system performance on a real time basis. Provides technical guidance to Technical Support Group, identify Network Performance impacting events, support root cause analysis efforts and provide daily detailed reports on registry performance to management. Displays critical eye for detail and the ability to associate network and registry activity to performance impacts. Able to communicate "cause and affect" issues on technical level. Solid troubleshooting skills with an understanding of networking technologies and unix tools. Good working knowledge of Windows XP/7/Vista, MS Office, Unix, MAC, Crystal Reporting, SDE, Magic, Fruity, OpenNMS, Cacti, Splunk, SNMP, Request Tracker Ticketing system, DNS

Perform phone support troubleshooting, connectivity, hardware and software.Create/upgrade documentation to facilitate better service of clients.Installation and setup of new and existing store hardware and software.Ordering of new replacement equipment.Maintain and document calls and statistics.Mentoring and training of new support agents.Creation of reports for proactive problem resolution.

Handle and resolve all client and customer support calls regarding scheduling and completion of PT. blood draws.Handle and resolve all phlebotomist support calls regarding rescheduling, problem resolution and proper procedure.Scan and sort all incoming orders for patient blood draws.Route all Pt. blood draws according to geographical placement and time constraints.Process and dispatch all medical transcription to appropriate clients for electronic retrieval.Process all transcription mailings to clients.

Oversaw transfer of PDF documents to CD media.Use, care and maintenance of color and B/W industrial laser printers.Ensured timely and efficient processing of Direct to plate Imaging.Monitored and optimized Windows NT and 2k systems.FTP of files directly to printer.

Responsible for entire production run including personnel reviews and raises.Document preparation and scanningUse and maintenance of video graphic production equipment (Kodak and AGFA)Implemented new quality procedures and revised existing ones.

SYSTEMS PROFICIENCY HardwareIBM 4694, 8480, 8476 Operating SystemsPC SoftwareLotus Notes, Awarenet, RTS, Outlook, Crystal, Magic, Adobe Reader, SDE, Windows XP/2000/ME/NT/98/95