Michael Johnson Email & Phone Number

Washington D.C. Metro Area

Washington D.C. Metro Area

Supporting executive leaders in VPN, Microsoft suites, password resets, applications being used through the SEC. Re-imaging laptop, and desktops. Monitoring system performance, installing software.Diagnosing technical problems and applying systematic troubleshooting. Experience with Microsoft suites, 2007 to 2013 including spreadsheets, email, and word. Implements escalated issues for end users through the ticketing system that cannot resolved by tier 2. Have very good written and oral skills.Monitors ticketing system for critical or urgent issues and calls end user back to alleviate call wait times.

45745 Nokes Blvd

Maintain user logins and passwords for all clinical applications and Active Directory accounts. Setup users, printer, backups with dlt, dds3, and dds4 backup tapes and build servers to the company specs, example Proliant servers. Also ghost or re-image computers.

2415 Eisenhower Avenue, Arlington, Va.

Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install/Configuration/Removal, Performance Tuning) Incident/Request (Analysis, Documentation) Workstation Imaging/Reimaging Mobile Device Management (Provision, Reset, Remote Wiping)Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation)Root Cause AnalysisActive Directory Management, install printers, computer and user on the networkMiscellaneous Support (Email, Meeting Room, Video Teleconferencing, Moves, Large Data Moves)Uses HP Application Self-Service – Installs software, example Adobe Acrobat

Arlington, Va

Maintains FDIC and FDIC contractors through Active Directory, remote access, Microsoft Office 1997, 2007, 2010, 2013. Password resets to multiple applications. Taking Inbound and outbound for approximately 2,500 clients. Citrix Administrator, Database Administrator. Windows XP, 7, and 8.

Provide operational leadership and direction in day-to-day helpdesk operations and staff responsible for supporting the various needs of 1,200 users and up to 150 calls per day while monitoring daily equipment operations for failures and faults.Lead the collaborative efforts of a team of technicians in the facilitation of continuous operations and business processes through the efficient and timely planning and execution of system upgrades throughout the organization.Build, rebuild, repair, troubleshoot, upgrade, and maintain an array of networks, computer hardware, peripherals, networks, servers, and operating systems.Accountable for establishing the procedures to efficiently monitor and maintain off-site data storage and retrieval, performing system backups on up to 15 servers.Schedule help desk staff, monitoring data center operations to ensure sufficient resources are in place to maintain 100% client satisfaction.Team leader responsible for delivering training to computer operators in all facility applications and programs including Microsoft Office 2003-2007, Adobe, Java, Windows 2000/XP. Citrix Administrator, Database Administrator, Active Directory administrator, and Project Management.

Responsible for the prompt handling and response of customer helpdesk and service issues, maintaining a customer satisfaction rating of 100% in handling an average of 70 customer calls per day within a 24x7 environment.Led the collaborative efforts of a team of technicians in the facilitation of continuous operations and business processes while servicing and supporting the installation, configuration, and maintenance of a wide range of network equipment and technologies.Corporate IT network administrator with the responsibility for the management and performance of internal network infrastructure, servers, workstations, operating systems, desktops, and system administration.Provided the support and technical resources required to respond to and resolve network issues and outages, working in close collaboration with vendors, subject matter experts, and customers utilizing the Verizon Wireless network.Delivered technical and support training to staff regarding emerging technologies and products.Evaluated and analyzed system logs, network performance, utilization statistics and performance metrics to develop and streamline process and application improvements, including the launch of a custom medical application used to separate clinical and active directory accounts.

Provided technical assistance, support, and advice to user population with responsibility for troubleshooting all hardware, software, system, network, and application issues.Led and oversaw the design, installation, and support of local-area network (LAN), wide-area network (WAN), network segment, Internet, and intranet systems, applications, and procedures.

Mis, Information Technology In Security, 3.61

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