Eric Johnson Email & Phone Number

United States

Culinary Fiction Writer.

Ann Arbor, Michigan, United States

Location Services – Service Desk Analyst Tier 1 (March 2019 –July 2021) Supported users in Windows 365 and iOS environments and have functional knowledge with AD, Azure Active Directory, Intune, Exchange, and Microsoft Teams. No two days are the same as my daily tasks include supporting any and everything needed to get employees up and running to do their jobs. I thrive on the challenge of constant improvement, using tools like PowerShell to assist in asset audits and account creation. I typically handle 50% of tickets out of the support desk team of six, enabled by my ability to apply over a decade of practical experience to a wide range of issues. I am detail oriented and excel at issue identification, account creation, equipment configuration and deployment, application support, and resolving break fix issues. • Led end users both in office and remote by taking a series of actions either face‐to‐ face, over the phone, or via email to help set up systems or identify and resolve issues with computer hardware, network/internet connectivity, and operation of printers / copiers / phones / other office equipment. • Refined procedures for on‐boarding new personnel and off‐boarding exiting personnel, including configuring / deploying computers, provisioning phones / voicemail, setting up email accounts, and establishing user access to applications and resources.• Trained new IT staff by instructing on essential applications and IT procedures, including those related to security and compliance. • Created Powershell scripts to update active directory user data.• Managed the ticket queue by assigning tickets to support staff for expedited time sensitive issue resolution. • Achieved complete Service Desk request lifecycle support including ticket entry, problem diagnosis, issue resolution, user follow‐up, incident write‐up, ticket close‐out, and incident tracking / reporting. • Taught new employees how to use company supported software applications.

Boise, Idaho Area

Served to diagnose and resolve customer connectivity issues in a Cisco Meraki environment, supporting routers, switches, POS, IP telephones, and guest AP solutions. We provided real-time outage response; worked to issue resolution and repair of host site failures by coordinating with onsite POC and the provider network.

San Ramon, Ca

 Provided direct technical support for SBC business customers experiencing connectivity issues in a Cisco environment; Fractional T-1 to DS3, Frame-relay, ATM, EIGRP, IGRP, and MPLs protocols. Performed remote software upgrades and configurations of supported equipment. Guided customer IT support staff to issue resolution.Performed:  Network Performance Audits for Architecture and provisioning optimization. Recreated and simulated customer issues in the data lab developed solutions for critical problems. Worked with telecom on complex cases and applied patches for immediate resolution.

San Francisco Bay Area

1st and 2nd Tier Support for Dial-Up, DSL and other residential services provided by Pacific Bell (later SBC) Internet Services.