Byron Johnston

Experience

• 

  Infosys BPM

  Aug 2018 - Apr 2021

  Senior Process Executive

  PRIMARY RESPONSIBILITIES & DUTIES • Manage open requests and incidents, escalating as required • Performing hardware and software installations • Troubleshoot hardware and software issues • Administration and updating of IT systems and databases• Providing assistance to develop and update processes and procedures

• 

  Nexon Asia Pacific

  Apr 2021 - Dec 2021

  Service Desk Engineer

  PRIMARY RESPONSIBILITIES & DUTIES • Investigate and respond to support requests via email, phone, and remote-control software• Install, configure, and manage laptops, phones, printers, and other devices• Conducted onboarding and offboarding, including administering email and user accounts• Perform general maintenance • Administration and updating of IT systems and databases

• 

  KMC MAG SOLUTIONS INC.

  Dec 2021 - now

  Information Technology Help Desk Technician

  PRIMARY RESPONSIBILITIES & DUTIES • Process calls/emails/portal created tickets• Perform initial triage on break/fix issues from clients• Follow appropriate triage processes to escalate issues if necessary• Document all actions in cases to effectively communicate information internally and to client• End­user support for client facing tools• Provide hardware/software support for corporate and retail users• Configuration and troubleshooting of client proprietary products and services• Provision and manage accounts in systems such as Active Directory and Oracle databases• Submit appropriate bug, support and feature requests• Attend relevant meetings and take notes as needed• Provide excellent customer service Show less

• 

  Nuspire

  Jan 2024 - now

  Network Operations Center