Ashley Johnson

Experience

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  Bank of America

  Mar 2011 - Jun 2011

  Extraction

  Opened mail• Sort payment vouchers, w-2 forms, cash and checks• Shredded unnecessary paper work• Worked grave yard shift 9pm-6am• Seasonal

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  City Of Atlanta Police Department

  Aug 2012 - Dec 2013

  Volunteer

  I volunteered at the Atlanta Police Department Precinct Zone 6, office Administration,Assist crime analysts,Enter data,Assist in school-based programs such as DARE,Assist the telephone reporting unit in taking reports of minor and "no suspect" crimes (e.g., theft from auto), Police Ride along

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  Year Up

  Mar 2014 - Jan 2015

  IT Adminstrator/Intern

  Was an intern at Year Up Program, An Atlanta site company that specialize in helping out the urban community by giving them the chance to earn an A+ certification in Information Technology where we also earn internships for many fortune 500 companies.

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  AT&T

  Feb 2015 - Oct 2016

  Regularly provided efficient technical support over the phone, maintaining presentable phone demeanor, courteousness, and creativity.Accurately documented all technical support and customer’s help-desk interaction.Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.Managed the escalated service concerns received from brokers, employer contacts and account managersSubmitted requests to the proper department to prevent re-occurring issues and recommend improvements in the process and procedure.Analyzed reports on improvements to bring effectiveness to the department Show less Administer all customer order, manage requests and resolve associate issues for customers.Monitor all customer inquiries and complaints and assist in effective resolution of same.Analyze customer issues, determine causes and initiate corrective actions.Coordinate with customer and ensure optimal level of customer services.Prepare records and monitor results of customer and associate departments.Prepare solutions and ensure retention of all customers and associate business.Analyze all issues of customers and new products and advocate appropriate resolutions from management.Ensure optimal level of customer services, slashed over 500 tickets a day Show less

  • Universal Agent/Tier 1 Help Desk

    Feb 2015 - Oct 2016

  • Project Manager

    Aug 2014 - Oct 2016

  • Customer Advocacy Manager

    Feb 2015 - Feb 2016
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  Star2Star Communications, LLC

  Oct 2016 - Sept 2020

  Networking & VoIP Technical Support

  Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes - well below 7-minute goal.Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.Tunneled into switches and company provided network equipment for troubleshooting.Troubleshoots network systems when necessary and makes improvements to the network.Provide administrative support of installed systems/networks; assigning and controlling addresses, revising system configurations.Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting network performance.Provide technical expertise to resolve network and other operational events and trouble tickets Remotely support Customer and/or on-site technicians test and turn-ups of WAN and LAN equipment.Configured, managed and evaluated multi-protocol network elements to ensure effective end-to-end communications. Show less

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  Inspire Brands

  Dec 2020 - Feb 2022

  Service Desk Analyst

  • Assist employees with changes to Administrator Accounts, Passwords and Domain Privileges in Active Directory as required• Perform or escalate internal and remote customer support issues for the network, desktops, applications, telephones, faxes, videoconference equipment, and mobile devices.• Provided phone support and support through email to correctly identify, escalate, resolve or quantify and document the results for support issues.• Experience supporting Windows 10, Citrix and installing and configuring desktop, laptops and Printers.• Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc. Show less

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  Spectrio

  Aug 2022 - now

  Tier 2 Technical Support Specialist

  Provide technical (Help Desk) support to learning management systems users. Advise and help in implementation of technology during curriculum development. Develop and support methods and procedures for synchronous technology adoption intocurriculum (video conferencing, Voice over IP, Chat) Develop and create documentation and support materials for curriculum and instructiontechnologies.