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309 Rolgom Place Ct
Houston, TX 77001
Phone 832-722-9876
E-mail Lilly.Johnson@netscape.net
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Lilly Johnson
Objective
Summary of qualifications
Certificates
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To pursue a career as a Desktop Technician
in the IT field while enhancing my leadership and technical skills in a real
world environment within a faced paced company using cutting edge technology.
Windows 3.x, 95, 98, ME, NT, 2000, XP, Vista, Windows 7 and some
experience with Macintosh version 8 and 9.
MS Office 97, 2000, XP, 2003 and 2007.
Lotus Notes 4.6, R5 and 6.5, Administrating Active Directory, Symantec
Enterprise Vault, Novell Netware, Right-fax, Ghosting, Blackberry and Treo
device support. Ability to
troubleshoot advanced desktop and VPN network connectivity issues.
DNS, DHCP, and WINS. Application\Hardware support, Disaster Recovery
Planning, Imaging and 24\7 on call technical support. Market Data services
and media backup support. Voice support for IPC Turrets, Nortel, Avaya
and Cisco phone systems.
Areas of Competence (i.e., skills and
abilities) Good analytical skills in trouble shooting techniques, the ability
to determine root cause of problem accurately Good research techniques to
find solutions to problems, may need to consult with others. Utilizes
reference materials. Ability to handle problems that are unknown and new with
confidence. Multitasks by think type, troubleshoot and prioritizes activities
appropriately while setting personal goals.
Also won MVP award in
less than 3 months and MSD award in 5 months.
(MCT) MICROSOFT CERTIFIED TRAINER, (MOSMI) MICROSOFT OFFICE SPECIALIST MASTER INSTRUCTOR 2000, XP, 2003, (MCAS)
MICROSOFT CERTIFIED APPLICATION
SPECIALIST 2007, (MCP) MICROSOFT CERTIFIED PROFESSIONAL
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Professional experience
Education
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Relocated To Houston
July 2000
Bear Energy\JP Morgan October 2006 to December 2011
Houston, TX
Sr. Desktop Support Specialist Trade Floor Support
Responsible for providing IMMEDIATE Desktop Support services and project
management for completion of assigned desktop projects for the PC user
community in a Microsoft Windows NT \ 2000 \ XP and Windows 7 networked
desktop environment. Supporting various market data applications ICE, LIM,
SCADA, Bloomberg, Endur, Athena, Reuters and CQG. Voice support for IPC Turrets,
Nortel, Avaya and Cisco phone systems. VPN support media backup. Performed
project management for applications and migrations that will be applied to company
image. Responsible for maintaining Communications\Server room 24/7 support.
Conduct Security Reviews for firewall rules. Respond to and resolve all
assigned calls within guidelines set by current Desktop SLAs and SLOs.
Perform Hardware \ Software implementation at the desktop as assigned by
Regional Technology Manager under the guidance of NY Senior Management.
Preparation of appropriate technical documentation, surveys, project reports
and other written presentations in compliance with established time lines. Provide
desktop build and technical support for Disaster Recovery Planning (Senior DR
Tech). Liaison between the business and vendors. Conducted all department
relocations and new floor builds. Occasionally traveled out of state
providing technical support. Responding to after hour network outages and user
related issues. Breaks fix support for all applications and network
connectivity issues. Interviewing and hiring new employees.
Washington Group International C\O ASI System Integration August
2006 to October 2006
Houston, TX
Sr. Desktop Support Specialist
Provide overall computing,
communications, project management and office support for migration from 2000
to XP. Responsibilities included imaging (Ghost) laptops and desktops,
activating LAN and phone ports. Configured and troubleshooting of Treo
handheld devices, configuring and troubleshooting Exchange accounts (Outlook
2000 and Outlook 2003). Provided training for Remote Access connectivity
(Cisco VPN). Conducted offices moves and performed daily desktop support from
hardware to software related problems. Also performed technical support for
any application issues that were escalated to Level III. Occasionally acting
IT Manager.
ExxonMobil C\O TAC Worldwide February 2005 to May 2006
Houston, TX
Sr. Computing and
Communications Specialist
Provide overall project management, desktop,
communications and office support to all Project Services teams.
Responsibilities included serving as group liaison with
GIS (Global Information Services).
Ensure timely management of all activities assigned.
Ensure proper management of LAN Access/Internet reviews
and data scans.
Disaster Recovery Planning
Relieve professionals of routine/technical tasks.
Reduce general email traffic across Project Services.
Offer standardized approach and documentation.
Assist project team in using applications and routine
desktop support.
Provide PS management team with an efficient and
effective
communications environment.
Key Performance Indicators.
# Of outstanding computing tasks.
Prompt and accurate resolutions to computing issues.
Prompt and accurate resolutions to communications issues.
Effective and timely completion of key deliverables.
Getronics
C\O Burnett IT Group
November 2002 to February 2005
Houston, TX
Help Desk
Analyst II
Responsibilities included 100% phone support of network
infrastructure, troubleshooting over 80,000 user’s technical problems,
assisting in creating a knowledge base for solutions; maintaining user
satisfaction with the quality and timeliness of help desk operations; meeting
service level agreements; providing basic training on office productivity
software, hardware includes desktops, laptops, printers, scanners, palm
pilots, blackberry, VOIP, docking stations, modems and many other
peripherals. Resetting many types of network and application passwords.
Troubleshooting remote connectivity issues. Primary contact for any MS OFFICE
issues 100% resolved rate. Lotus Notes 4.6, R5, Outlook 2003, and many other
types of proprietary software. Working in Windows 95, 98, NT, 2000 and XP
environment.
Also won MVP award in less than 3
months and MSD award in 5 months.
Imageworks
C\O Administaff March 2002 to January
2003
Houston, TX
Document Specialist
Responsibilities included but were not limited to
operating digital copiers, printers and faxes, testing and troubleshooting
various types of software, training co-workers and developing and documenting
procedures for using and manipulating many types of software to work well on
network and digital equipment. Working in Windows NT, 2000 and XP
environment.
Getronics
C\O Burnett IT Group
January 2001 to May 2001
Houston, TX
Tier 1 Analyst
Responsibilities included but were not limited to
providing IT diagnosis via telephone support for 750,000 + users average from
35 to 50 calls per day using Vanitive and Oasis tracking software, resetting
customers passwords assisting in
creating client accounts configuring e-mail and news accounts and resolving
customer complaints. Working in Windows NT, 2000 and Macintosh environment.
Troubleshoot and resolve physical DSL connections,
configure dial-up connections. Assist client-installing software, configure
basic TCP\IP settings, configure network settings, assist client installing
NIC via telephone support and troubleshooting browser related problems.
Research network problems performing pings and trace
routes to escalate to Broadband (NOC) creating trouble tickets for activity
tracking.
Xerox
C\O Lizdan Inc.
August 1996 to
July 2000 Chicago,
Customer
Service Engineer (Copier Repair Technician)
Responsibilities included but were not limited to
troubleshooting and repairing various types of digital and analog copiers.
Working in Windows 3x, 95, and 98 environments.
Performing installations and upgrades on copiers help
desk support, maintaining good customer relations, training and assisting
co-workers.
Mid-American
Printing
November 1995 to August 1996
Chicago, IL
Responsibilities included but were not limited to
scheduling daily jobs for production. Training personnel, upkeep and
preventive maintenance of office equipment and copiers taking job requests
from customers, and handling customer complaints.
(MCT) MICROSOFT CERTIFIED TRAINER, (MOSMI) MICROSOFT OFFICE SPECIALIST MASTER INSTRUCTOR 2000, XP, 2003, (MCAS)
MICROSOFT CERTIFIED APPLICATION
SPECIALIST 2007, (MCP) MICROSOFT CERTIFIED PROFESSIONAL
Houston Community
College June 2002 to
2003
Houston, TX
Major Microsoft Office Technology Specialization A.A.S.
All class are taken over the Internet.
New
Houston, TX
Desktop Business Applications
All
class are taken over the Internet.
Chicago,
Major Computer Science\Network Specialist (36 college
credits).
References
Available Upon Request
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