Benjamin D Johnson Email & Phone Number

Kenner, Louisiana, United States

I was part of a small IT team collectively handling all aspects of government IT operations and support. This allowed me to develop a versatile skill set and gain extensive experience across multiple levels of IT. Key responsibilities of my role included:Technical Infrastructure Management: Installed and maintained a wide range of IT infrastructure, such as network hardware, servers, desktops, laptops, cell phones, and peripherals.Systems Administration: Managed critical systems such as data backup and SentinelOne Endpoint Protection Platform.Data Analysis and Review: Conducted thorough review and analysis of records and reports, including event logs, security logs, network traffic data, and backup logs.Software Management: Enhanced end-user productivity by facilitating software acquisition, installation, and configuration.Training and Support: Provided comprehensive training and support to all departments on system and software usage.Project Management: Initiated and coordinated citywide IT projects through external vendors. Prepared comprehensive project specifications and collaborated seamlessly with contracted technicians to ensure adherence to contractual standards. Maintained accurate records and reports to support project documentation and vendor management.Fulfilling these roles, I executed diverse tasks and collaborated closely with my team members and city administration to optimize city-wide operations, ensure the efficient functioning of IT services, and provide comprehensive support to the entire organization.

New Orleans, Louisiana, United States

Performed a wide range of responsibilities and successfully managed the IT support team. Key highlights of my role included:Technical Expertise: Leveraged my knowledge and expertise to oversee all aspects of technical support, including handling escalated issues, troubleshooting complex problems, and providing guidance to the team.Interdepartmental Collaboration: Collaborated closely with developers and QA team members to maintain new release notes, assist with QA testing on new builds, and facilitate effective communication between support and development teams.Training and Onboarding: Developed internal training materials and supervised the technical training of employees, ensuring a smooth onboarding process and promoting a strong understanding of software products.Ticket Management: Managed the assignment of customer tickets, internal tickets, and technical demos; efficiently distributing workload among team members. Maintained customer satisfaction by prioritizing and expediting urgent support issues.RMA Management: Managed the process of repairing post-warranty devices, and facilitated RMA warranty claims through the manufacturer, ensuring swift resolution and high customer satisfaction.Website Management: Utilized FileZilla and WordPress to update and maintain the company website, ensuring its functionality and up-to-date content.Through the performance of these responsibilities, I consistently demonstrated my ability to lead the IT support team, streamline operations, and provide exceptional support to both internal and external stakeholders.

New Orleans, Louisiana, United States

Provided technical support to clients while ensuring adherence to strict SLA time requirements. Key aspects of my role included:End-to-End Support: Responded promptly to client inquiries and issues by answering calls and emails through the Freshdesk ticket system, ensuring timely resolution and maintaining a high level of customer satisfaction.Hardware and Software Knowledge: Kept up-to-date knowledge of hardware components and proprietary software systems, enabling efficient troubleshooting and effective support delivery. Tested and set up new hardware before shipping to clients, ensuring its proper functionality and seamless integration into their systems.Knowledge Base Management: Wrote, updated, and maintained a comprehensive knowledge base of support articles, empowering clients with self-help resources and reducing resolution times.Technical Demos and Training: Conducted technical demonstrations and provided training sessions to clients, ensuring their effective utilization of software products and promoting user proficiency.On-Call Support: Provided 24/7 on-call support for enterprise clients, addressing urgent technical issues and ensuring minimal disruption to their operations.By fulfilling these duties, I consistently delivered high-quality technical support, demonstrated proficiency in hardware and software systems, and effectively addressed the needs of clients and internal shareholders.

Metairie, Louisiana, United States

▪ Lead in-house technical support: offering analysis, troubleshooting, and repair of hardware and software related to computer systems, printers, network switches, and other devices.▪ Handled intake, management, and repair of customer PCs.▪ Assisted owner with off-site IT support, ranging from data recovery to network and communication systems installation and configuration for local and national businesses.▪ Performed maintenance and repair of the store’s 32 gaming PCs. Handled intake, management, and repair of customer PCs.

Metairie, Louisiana, United States

▪ Oversaw daily business activities, marketing initiatives, customer service, and facility standards.▪ Budgeted resources towards marketing, supplies, equipment, and hiring. ▪ Responsible for the hiring, training, and coaching of new employees.▪ Managed upwards of six employees at any given time.

New Orleans, Louisiana, United States

▪ Provided comprehensive administrative and project support for the Office of Admissions.▪ Implemented a new enrollment system, streamlining the registration process for Delgado’s 16K+ students.▪ Guided students through the enrollment and the admissions process: offering application and registration information, clarifying educational goals, and reviewing financial aid needs.

New Orleans, Louisiana, United States

▪ Provided clerical, data management, and administrative support to the Office of Donor Relations and Development.▪ Operated telephone system, providing accurate information to callers and appropriately directing phone calls as needed.▪ Executed vital administrative tasks and maintained seamless daily communication with valued vendors and donors for the Relations and Development Department.

New Orleans, Louisiana, United States

▪ Evaluate clients’ IT systems to help them meet business objectives.▪ Analyze and diagnose IT infrastructure, understand business needs, and implement technology solutions to meet those needs.▪ Proficiently installed and maintained cutting-edge networking hardware and computer systems at various locations, adhering to contractual agreements.Major recurring client in New Orleans is the United Cab Company. Completed a significant project: Orchestrated a comprehensive overhaul and modernization of the onsite network infrastructure for the United Cab Company Dispatch Center; ensuring real-time communication and tracking capabilities for all cabs, while simultaneously improving the security of drivers and passengers - elevating overall safety standards.

New Orleans, Louisiana, United States

▪ Ensured kitchen orders were accurate, met quality standards, and delivered in a timely manner.▪ Served as a liaison between the wait staff, manager, and chefs.▪ Managed upwards of eight employees on any given day.

New Orleans, Louisiana, United States

▪ Updated biographical database for the Alumni Development Information Services Department, ensuring up-to-date and accurate records.▪ Reviewed and resolved errors to ensure integrity of data.▪ Managed and maintained confidential files, records, and information.