Open to opportunities

Dana Johnson

@danajohnson

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Experienced customer support professional and crypto advocate.

United States

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What I'm looking for

I am looking for a role that values customer education and technical support, where I can leverage my crypto expertise and enhance user experiences.

I am a dedicated customer support professional with extensive experience in Tier 1 technical troubleshooting and service delivery. My journey in the crypto space began in 2012, and since then, I have become a passionate advocate for decentralized finance (DeFi). I thrive in fast-paced environments, delivering prompt and empathetic support to users worldwide. My proficiency in platforms like NICE CXone Mpower has enabled me to streamline workflows and consistently achieve high customer satisfaction rates.

As the founder of Johnson Capital Global Advisory, I have led onboarding workshops and educational sessions on Bitcoin and DeFi protocols, helping both retail and institutional audiences understand complex blockchain concepts. My commitment to education is reflected in my ability to create engaging digital content and facilitate user-friendly experiences in navigating wallets and exchanges. I believe that empowering users with knowledge is key to promoting wider adoption of cryptocurrency.

In addition to my technical skills, I have a strong background in remote instruction and tech integration, having taught adult learners and designed innovative virtual classes for K-12 students. My experience in troubleshooting real-time technology issues has equipped me with the ability to maintain high engagement and support levels in diverse learning environments.

Experience

Work history, roles, and key accomplishments

Current

Founder & DeFi Educator

Current

Johnson Capital Global Advisory

Apr 2019 - Present (6 years 3 months)

Led onboarding workshops on Bitcoin, DeFi protocols, and crypto wallets for retail and institutional audiences. Created digital content simplifying complex blockchain concepts and assisted users in navigating wallet setups (e.g., MetaMask) and crypto exchange onboarding.

Bitcoin DeFi Crypto Wallets Blockchain MetaMask Crypto Exchange Onboarding Digital Content Creation

Current

Tax Analyst – Customer Support & Troubleshooting

Current

H&R Block

Dec 2019 - Present (5 years 7 months)

Delivered Tier 1 technical and tax support to clients via email, digital chat, and remote screen-sharing tools. Resolved over 500 client inquiries yearly, including troubleshooting software issues, filing errors, and platform bugs.

Tier 1 Support Remote Tools Zendesk Email Support SLA Management

Remote Instructor – Business ESL & Tech Integration

Berkeley College (Rennert)

May 2018 - May 2020 (2 years)

Taught remote adult learners using web conferencing and Learning Management System (LMS) platforms, resolving live technical issues during sessions. Maintained high student engagement through personalized support, weekly email check-ins, and course adjustments.

Learning Management Systems (LMS)Technical Troubleshooting Student Engagement

Substitute Teacher – Tech Integration & Virtual Classroom Support

Hoboken Board of Education

Sep 2017 - Jun 2024 (6 years 9 months)

Designed and launched the district’s first summer virtual investment class, resulting in a 35% improvement in student scores. Troubleshoot real-time classroom technology issues, including calibration and software malfunctions.

Curriculum Design

Education

Degrees, certifications, and relevant coursework

Google

Certificate, Data Analytics

Completed the Google Data Analytics Certificate program in 2023, gaining proficiency in data analysis tools and techniques. This certification enhanced skills in data-driven decision-making.

American College of Switzerland

B.A., International Relations & Economics

Completed a Bachelor of Arts in International Relations & Economics at the American College of Switzerland in 1999. This degree provided a strong foundation in global affairs and economic principles.

Yale University

Certificate, Financial Markets

Grade: Honors

Earned a certificate in Financial Markets from Yale University through Coursera in 2020, achieving Honors. This program provided a comprehensive understanding of financial instruments, institutions, and markets.