Malika Johnson

Provided frontline technical support in a high-volume operations environment, resolving hardware, connectivity, and user-access issues through root-cause analysis. Prioritized and escalated incidents, maintained documentation, and drove recurring issue process improvements to enhance reliability.

Created technical and operational documentation for federal technology and modernization initiatives by analyzing system workflows, dependencies, and operational risks. Built compliance, risk-tracking, and reporting frameworks and translated complex technical requirements into clear, stakeholder-ready guidance.

Analyzed user behavior and application workflows to identify inefficiencies, then created dashboards and reporting structures to improve visibility into platform usage and operational performance. Partnered with cross-functional stakeholders to turn feedback into product enhancements and reduce workflow bottlenecks.

Developed CRM tracking systems and reporting processes to improve operational visibility and lead management. Identified workflow inefficiencies, recommended process improvements, and produced standardized documentation to support decision-making.

Built internal scheduling and logistics applications to improve operational efficiency and developed Salesforce integration capabilities for better data visibility and workflow management. Collaborated in Agile teams to troubleshoot system performance issues and deliver end-to-end operational solutions.

Delivered technical instruction and project guidance to cohorts of 20+ software engineering students, increasing retention by 30% through individualized mentorship and troubleshooting support.

Managed daily business operations, client relationships, scheduling, and process improvements, increasing profitability by 15%. Strengthened customer retention through improved communication and service-delivery practices while coordinating stakeholders and resources.

Pursuing the CompTIA Security+ certification (SY0-701), focused on core security concepts including access control, incident response, and risk assessment.

Completed the Google IT Support Professional Certificate covering foundational IT support concepts and practical troubleshooting skills.

Completed the General Assembly Software Engineering Immersive program in 04/2021–06/2021, building software engineering fundamentals through structured project work.

Earned a Bachelor of Science in Psychology at the University of Connecticut from 08/2015 to 06/2018.