Bethanie Johnson Email & Phone Number

• Provide first line technical support to customers, asking questions to provide or explain possible solutions via phone, email and occasionally in person.
• Perform initial problem diagnosis and determine structured responses to known issues.
• Process requests for resources, such as new users and permission changes.
• Use help desk software to log calls with descriptions of issues, progress and solutions.
• Troubleshoot and remediate computer workstations, agency iPhones, printers, network connectivity, and software issues and initiate customer service tickets and document all troubleshooting steps taken.
• Reset passwords in agency applications and network services.

Olympia, Washington

• Manage IT tickets for the DOTtime Configuration Team in Team Foundation Server while coordinating with other project work streams and management
• Communicate DOTtime configuration technical service announcements for agency statewide to wide range of stakeholders and thousands of end-users
• Designed DOTtime configuration technical service announcements and forms for agency statewide to wide range of stakeholders and thousands of end-users.
• Perform and implement Unit Testing based off of technical design documents, using Agile approach to develop new software with Configuration and Software QA work streams
• Maintain DOTtime system enhancement website which serves as a resource for more than 8,000 employees
• Assist DOTtime Configuration Team in data entry tasks for marine configuration of DOTtime

Seattle

• Improved ORSSP website by editing content for clarity and organization utilizing website platform Terminal – 4 and applying website best practices from research, ultimately optimizing user interface.
• Redesigned digital filing system for clarity and consistency and managed and maintained both digital and hardcopy files
• Collaborated with supervisor on program lay out for Annual Student Research Grant Fair, alleviating some of the stress of completing the project alone and expediting completion.
• Assisted in training new employees in digital and office practices
• Communicated effectively with colleagues in various departments via email and in person

Seattle

• Maintained and managed Psychology website via website platform Ektron, keeping website updated with current information about the program and upcoming events
• Developed and maintained digital filing system using Excel, keeping track of undergraduate major and minors program status
• Developed visual database of available office electronic items to simplify process of non-technical faculty to find technical items they need.
• Designed printed digital media content for events and faculty requests
• Assisted in training new employees on office and technology practices
• Re-wrote and improved undergraduate office assistant handbook