Ashley Johnson Email & Phone Number

United States

Provided first-level technical support to end-users, resolving hardware, software, and network issues in a timely manner.Acted as a point of escalation for complex technical issues, ensuring efficient resolution or escalation to senior IT support teams.Documented and closed tickets with detailed descriptions of issue resolution steps and outcomes.Supported remote desktop services, Virtual Private Networks (VPNs), and other remote access tools for remote workers.Installed, configured, and updated software applications, ensuring they met organizational standards and were compatible with end-user systems.Developed user documentation, FAQs, and knowledge base articles to assist end-users with self-service solutions.Collaborated with cross-functional teams, including IT operations, network, and cybersecurity teams, to resolve complex technical issues

Diagnosed and troubleshot technical issues related to operating systems (Windows, macOS), applications, and network connectivity.Delivered high-quality customer service by responding to inquiries and ensuring user issues were addressed effectively and professionally.Acted as a point of escalation for complex technical issues, ensuring efficient resolution or escalation to senior IT support teams.Managed service desk requests using ticketing systems (e.g., ServiceNow, Jira, Remedy), ensuring all incidents were logged, tracked, and resolved within defined SLAs.Assisted in the administration of Active Directory (AD), including user account creation, password management, and permissions assignment.

Atlanta, Georgia, United States

• Assist employees with changes to Administrator Accounts, Passwords and Domain Privileges in Active Directory as required• Perform or escalate internal and remote customer support issues for the network, desktops, applications, telephones, faxes, videoconference equipment, and mobile devices.• Provided phone support and support through email to correctly identify, escalate, resolve or quantify and document the results for support issues.• Experience supporting Windows 10, Citrix and installing and configuring desktop, laptops and Printers.• Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc.

Greater Atlanta Area

Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes - well below 7-minute goal.Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.Tunneled into switches and company provided network equipment for troubleshooting.Troubleshoots network systems when necessary and makes improvements to the network.Provide administrative support of installed systems/networks; assigning and controlling addresses, revising system configurations.Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting network performance.Provide technical expertise to resolve network and other operational events and trouble tickets Remotely support Customer and/or on-site technicians test and turn-ups of WAN and LAN equipment.Configured, managed and evaluated multi-protocol network elements to ensure effective end-to-end communications.

675 West Peachtree Street

Regularly provided efficient technical support over the phone, maintaining presentable phone demeanor, courteousness, and creativity.Accurately documented all technical support and customer’s help-desk interaction.Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.Managed the escalated service concerns received from brokers, employer contacts and account managersSubmitted requests to the proper department to prevent re-occurring issues and recommend improvements in the process and procedure.Analyzed reports on improvements to bring effectiveness to the department

Greater Atlanta Area

Call Ahead- reaching over my daily goal of 135 calls a day Technician testing equipment maintenanceLeadership presentationsSpreadsheet preparations

675 West Peachtree Street

Administer all customer order, manage requests and resolve associate issues for customers.Monitor all customer inquiries and complaints and assist in effective resolution of same.Analyze customer issues, determine causes and initiate corrective actions.Coordinate with customer and ensure optimal level of customer services.Prepare records and monitor results of customer and associate departments.Prepare solutions and ensure retention of all customers and associate business.Analyze all issues of customers and new products and advocate appropriate resolutions from management.Ensure optimal level of customer services, slashed over 500 tickets a day

Greater Atlanta Area

Was an intern at Year Up Program, An Atlanta site company that specialize in helping out the urban community by giving them the chance to earn an A+ certification in Information Technology where we also earn internships for many fortune 500 companies.

Greater Atlanta Area

I volunteered at the Atlanta Police Department Precinct Zone 6, office Administration,Assist crime analysts,Enter data,Assist in school-based programs such as DARE,Assist the telephone reporting unit in taking reports of minor and "no suspect" crimes (e.g., theft from auto), Police Ride along

Opened mail• Sort payment vouchers, w-2 forms, cash and checks• Shredded unnecessary paper work• Worked grave yard shift 9pm-6am• Seasonal

Associates Of Science, Information Technology, 3.7

Information Technology

Relevant courses include: Operating Systems & PC Hardware Fundamentals, Intro to Computers, Principles of Management and Human.

Associate Of Science (A.S.), Business Administration And Management, General

Activities and Societies: Student Government Association