Justin Goodson Email & Phone Number

Provide customer service on all DEXIS applications and devices (Sensors, Intra-Oral cameras, X-ray Machines) for all Dental Platform locations.✦ Install, troubleshoot, and repair DEXIS applications and drivers.✦ Take users issues and request via phone, email, and Ticketing System. Log the issues\request into the Help Desk Tracking System then either resolves or escalates to the appropriate resource.✦ Provide world-class customer service, response time and follow through to internal and external customers.✦ Engage with customers in a friendly and professional manner while actively listening to their concerns.✦ Works directly with external and internal customers either by telephone, electronically or in-person, coordinating information with teams, departments, and dealer partners.✦ Effectively manage workload to meet customer expectations and organization’s goals.✦ Timely processing of transactions and responses to inquiries.✦ Follows documented procedures.✦ Ability to de-escalate customer situations to obtain first call resolution (FCR).✦ Accurate use of systems and databases to enter, manage and maintain customer equipment, to research inquiries and to respond to requests.✦ On applicable product lines, records customers product quality complaints according to complaint handling guidelines and SOP, forwarding to the quality department for further documentation & processing.

✦ Responsible for troubleshooting Laptops, Computers, Printers, and Mobile Devices: mapping printers, network drives, and configuring mobile devices✦ Created incidents, requests, and documented tickets using Service-Now✦ Reset Passwords using active-directory, mainframe, and some of Kaisers internal applications✦ Remotely troubleshooted desktops using Bomgar application✦ Troubleshoot all O365 applications on both Mac and Windows OS

Atlanta, Georgia, United States

✦ Overseeing the work activities of other Information Technology Technicians. ✦ Provided third level technical support to users concerning hardware, software, and networking problems. ✦ Performs all functions required to install, configure, and test computer software, apps, or upgrades, including personal computers, tablets, virtual desktop clients, and connections to the data networks. ✦ Responds to trouble calls on equipment or applications, diagnoses problems, and provides local or remote testing and support. ✦ Communicate with students, staff, and other support personnel to identify and resolve problems and provide technical advice to technology users. ✦ Install and maintain all audio/video technology, including digital projectors, document cameras, classroom audio, DVD/VHS, video distribution equipment, digital signage displays, student center entertainment, and other educational technology (tablets, stylus pens, clickers, interactive whiteboards). ✦ Troubleshoots, installs, and configures PC hardware such as memory, adapter cards, printers, etc. ✦ Promote integration of technology in teaching & learning and operations by helping and technical training to faculty and staff. ✦ Provides audio-visual technology setup for Clayton County Schools. ✦ Assists with network support issues such as account creation, installation and maintenance of network printers, low level maintenance, management of disk space, etc. ✦ Assures the quantity and quality of the workflow by overseeing Information Technology Technicians’ adherence to established methods and procedures. ✦ Supervised an IT team during a Refresh project in different cities. ✦ Coordinates work by scheduling assignments and directing the work of other Information Technology Technicians. ✦ Assures the quantity and quality of the workflow by overseeing Information Technology Technicians’ adherence to established methods and procedures. ✦ Performs other related tasks as required.

Atlanta, Georgia, United States

✦ Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals. ✦ Manage and resolve all escalated Service Desk incoming phone calls, emails, and tickets received while maintaining a high degree of professionalism and attention to Customer Service Excellence. ✦ Documents, maintains, upgrades, or replaces hardware and software systems. ✦ Supports and maintains user account information including rights, security, and systems groups. ✦ Trains employees, identifies, analyzes, and repairs product failures, orders, and replaces parts as needed. ✦ Relies on instructions and pre-established guidelines to perform the functions of the job.

 Apply understanding and knowledge of information systems products and services to assist customers on technical matters.  Type and enter information into a database while a customer is speaking.  Recognize customer's problems that should be escalated to the next level for resolution following established protocols.  Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers.  Be knowledgeable of resource materials to provide information on client inquires.  Demonstrate quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction.  Use courtesy, tact and discretion in all communications with customers.  Screen and handle calls as appropriate.  Maintain appropriate records and prepare reports as required.  Performs other duties and tasks as assigned by the Team Lead.

Greater Atlanta Area

 Responsible for a variety of desktop and helpdesk support functions across the Kaiser network. Proficiently managing large-scale projects including bulk shipments and inventory. Managing and auditing projects via ticketing system, providing work orders and incident reports. Providing excellent customer service to stakeholders through regular communication and project updates. Configuring machines for new users, creating and transferring user profiles on Active Directory as indicated.  Performing computer assembly and disassembly, installation and replacement of hardware and peripherals.  Installing various versions of the Windows operating system, and deploying software to multiple users on the internal network.  Performing general PC maintenance and repair, including virus removal.  Troubleshooting network connectivity, identifying and activating external ports (USB, serial, parallel, VGA, etc.) and connecting hardware (hubs, switches, cat5 cable, patch panels).

Information Technology

Associate'S Degree, Computer Science

Activities and Societies: Track and Field Team