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Anna Johnston
(618) 975-9876 ¡ anna.johnston@gmail.com
Summary A skilled information technology professional with
extensive experience in hardware/software troubleshooting, support,
implementation, analysis, and upgrades and training. Creates and manages telephone and data
circuitry, monitors and repairs network connection integrity for worldwide
mainframes, hardware, and data. Works efficiently with internal and external
customers to ensure smooth running operations companywide.
Experience RehabCare Group, St. Louis , Missouri
Junior Desktop Engineer........................................................................................... 2011
Ÿ
Packaged, deployed
and troubleshot new software corporate wide.
Ÿ
Worked with
various software including SCCM, Active Directory, Virtual Clients (VM).
Ÿ
Provided 2nd level
troubleshooting for local and remote customers.
Ÿ
Implemented proper
testing protocols for various types of compliance.
Ÿ Assisted with maintaining network traffic, server
utilization, and software integrity.
IT Helpdesk Coordinator.................................................................................... 2008-2011
Ÿ
Provided
troubleshooting and repaired PC/laptop hardware, software, printers, and data
communications equipment by way of telephone, email, and voicemail.
Ÿ
Handled remote and
onsite troubleshooting, installation, repair and use of MS Office Suite, Active
Directory, Windows 2000/NT/XP, networking, remote security, and password
protocols.
Ÿ
Assisted with
deployment and service issues, with hardware and software, involving iPhone,
Blackberry, Palm, and portable digital phones.
Ÿ
Used BMC Magic and
multiple databases for documentation and resolution.
Anheuser BUSCH, St. Louis,
Missouri
IT Support Technician....................................................................................... 2006-2008
Ÿ
Handled
troubleshooting and repair of PC/laptop hardware, software, printers, and data
communications equipment by way of telephone, email, and voicemail for multiple
countries.
Ÿ
Experienced in
troubleshooting, installation, repair and use of MS Office Suite, Active
Directory, Windows 2000/NT/XP, networking, remote security, and password
protocols.
Ÿ
Trained and
on-boarded new hires.
Ÿ
Provided timely
customer satisfaction using many diagnostic resources and “Quintus” and “HP
Service Center” for documentation and resolution.
Duke Energy, (Cinergy), Cincinnati , Ohio
IT Help Center Technician................................................................................. 2005-2006
Ÿ
Handled
troubleshooting and repair of PC/laptop hardware, software, printers, telephony,
and server related equipment by way of telephone, email, and voicemail for
multiple countries during regular and “on-call” hours.
Ÿ
Experienced in
troubleshooting, installation, repair and use of MS Office Suite, Exchange
Server, Active Directory, Windows 2000/NT/XP, networking, remote security, and
password protocols.
Ÿ
Worked with issues
involving internal telephone systems and voicemail.
Ÿ
Assisted with
issues involving Blackberry and portable digital phones.
Ÿ
Provided timely
customer satisfaction using many diagnostic resources and “Remedy” for
documentation and resolution.
Ÿ
Selected to trained
new employees.
Additional
Experience Fifth Third Bank, Cincinnati, Ohio.................................................................... 1993-2005
IT Support Technician / Desk Side Engineer, 2001-2005
Performed on site installation, troubleshooting, and
repair of PC/laptop hardware, software, and telephone equipment during normal
and “on-call” hours. Handled extensive
work done with networking PCs, printers, fax machines, servers, switches, hubs,
and all associated wiring. Installed and
troubleshot internal telephone systems, including hardware, wiring, and connections
to the PBX system and telephone company. Worked with various network/local
printers’ hardware and software. Provided timely customer satisfaction using
many diagnostic resources and “Remedy” for documentation and resolution. Led special projects and conversions involving
rollouts of new operating systems and conversions of out of state locations.
Network Operations Center Analyst, 1996-2001.
Handled installation, troubleshooting, repairing, and
maintaining various multinational Data circuits and related hardware. Worked with various types of cabling, OS
platforms, communication protocols, and related vendors. Implemented new protocols and trained new and current employees.
Customer Service Representative, 1993-1996.
Assisted customers with general banking needs. Acted as the liaison between customer service
and networking for electronic banking.
Education Great Oaks Joint Vocational,
Cincinnati, Ohio
Associates Certificate in Radio/TV Production and
Broadcasting
Trained in electronics and in the use and
repair of related equipment
Professional
Development Dell, HP, and Lexmark
repair and maintenance training--Certification
Networking methods, engineering, and
communication protocols courses.
Communication, conflict, diversity and
related courses.
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