Sh'Gay Johnson

Experience

• 

  Auburn University Montgomery

  Jan 2009 - Jan 2011

  Student Helpdesk Technician

  o Provide Desktop support to students in the dormitory areaso Perform minor troubleshooting and resolution of network problemso Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.o Demonstrated effective verbal and written communications with ability to prioritize and handle multiple tasks

• 

  INDUS Corporation

  Jan 2011 - Jan 2013

  Level 2 Help Desk Technician

  Provide phone support for Exchange issues, Active Directory Issues, and PC Issues o Reset passwords, provision and modify user accounts, security groups, org boxes,And distribution lists in active directoryo Add user accounts, security groups, distribution lists, and org boxes to other security groups, distribution lists, and org boxes in active directoryo Create, modify, route, and resolve tickets in Remedy 7.1o Remotely diagnose and troubleshoots client workstations using Remote Desktop, Remote Assistance, and Bomgaro Troubleshoot PC and Email Exchange Issues.o Provide SharePoint Access to clientso Implemented Remedy 7.1 Ticketing System in an Active Directory environment by resetting passwords and creating, modifying, resolving, and routing tickets.o Assist Clients with creating Outlook Profiles.●Publish Clients Certifications to the Global Access List using OutlookComplete Software installs Show less

• 

  Perspecta

  Jan 2015 - Jan 2018

  Level 2 Help Desk Technican

  o Resolve all Tier I customer calls within 2 hours or escalate the call to the appropriate queue for resolution. Microsoft SMS, MOM, SCCM and WSUSo Participate in internal team meetings along with meetings that support other external agencies (i.e. DISA, MHS)o Self-manage the queue of incident tickets based on established priorities to include: ticket tracking, asset tracking and management, patch management, and knowledge database management.o Hardware (desktops, mobile devices, printers, multifunction devices, peripherals, and cables) installs, configuration changes, updates/upgrades, and troubleshooting.o Software (drivers, COTS and or GOTS applications, operating system, patches) installs, configuration changes, updates/upgrades, and troubleshooting.o Maintain a database utilizing the service desk software of all telephone calls and messages received requesting customer assistance.o Remotely diagnose and troubleshoots client workstations using Remote Desktop, Remote Assistance, and Bomgaro Reset passwords, provision and modify user accounts, security groups, org boxes,o And distribution lists in active directoryo Provide phone support for Exchange issues, Active Directory Issues, and PC Issueso Serve Active Duty Air Force Members Show less

• 

  Ricoh Business Solutions

  Jan 2018 - Jan 2019

  Technical Support Specialist

  ● Responds to incoming support incidents (i.e. telephone, chat, email, text and video) in a timely, professional manner. ● Evaluates incoming issues and gives assistance utilizing the appropriate support information and documentation. Makes entries for incoming issues and all activities that pertain to any existing issues within the incident tracking system. Entries are accurate, detailed, and include all required fields Completes all required administrative tasks in an accurate and timely manner ● Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise Reviews all technical information pertaining to supported products, including new and updated information as it becomes available ● Utilizes available lab equipment and other resources to effectively troubleshoot issues. ● Returns resources to proper working condition when through Maintains/renews industry certifications Performs other duties as assigned Show less

• 

  Advantage Resourcing - Technical Staffing

  Jan 2019 - now

  IT Help Desk Queue Analyst

  Provide monitoring support for calls awaiting assignment. Ensure calls are correctly prioritized and routed to the correct support team and assigned to an engineer. Escalate appropriately if calls cannot be assigned in a timely manner.Respond to post-sales customer support issuesLogging and routing calls to appropriate technical agents

• 

  IronArch Technology

  Apr 2019 - now

  L3 Subject Matter Expert Technician