Open to opportunities

Natori Johnson

@natorijohnson

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IT Technician skilled in hardware troubleshooting and software support.

United States

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What I'm looking for

I am looking for a role that offers growth opportunities and values user-focused support.

I am an IT Technician with a strong background in hardware troubleshooting, software support, and end-user training. My experience spans various roles where I have consistently delivered effective, user-focused technical support. I hold an active DoD Secret Clearance and am dedicated to ensuring that users receive the best possible service.

In my most recent position as a Tier 3 IT Help Desk Technician at Advanced Technological Solutions, I resolved complex support cases and managed IT asset lifecycles. My ability to utilize tools like ServiceNow and Zendesk has allowed me to efficiently manage and prioritize tickets, meeting SLA targets and reducing backlog. I take pride in my proactive approach to problem-solving and my commitment to enhancing user productivity.

Throughout my career, I have also focused on customer engagement and education, ensuring that users are informed about preventive solutions. My goal is to continue growing in the IT field, leveraging my skills to contribute to a dynamic team and drive positive outcomes for users.

Experience

Work history, roles, and key accomplishments

Tier 3 IT Help Desk Technician

Advanced Technological Solutions

Sep 2023 - Jan 2025 (1 year 4 months)

Resolved complex Tier 3 support cases involving hardware, software, and network connectivity issues across multiple user environments. Configured and deployed government furnished equipment for authorized personnel, ensuring proper access control and security measures.

ServiceNow Zendesk IT Asset Management GFE Deployment

Customer Care Specialist

Assurant

Jun 2022 - Sep 2023 (1 year 3 months)

Resolved customer inquiries and service-related issues involving insurance tracking and property loss, ensuring compliance and high satisfaction. Navigated multiple internal platforms to research account details, update records, and troubleshoot in real time.

Customer Support Insurance Tracking Customer Satisfaction Data Entry Troubleshooting

Product Specialist

Tax Act

Dec 2021 - Jun 2022 (6 months)

Provided front-line technical support for customers via phone, chat, and ticketing systems, improving user experience with TaxAct products. Logged detailed case notes and resolutions in customer management platforms to support knowledge sharing and service consistency.

Technical Support Ticketing Systems Customer Management Knowledge Sharing Mentoring

Education

Degrees, certifications, and relevant coursework

Alabama A&M University

Bachelor of Science, Management

Studied management principles and practices, gaining a comprehensive understanding of organizational leadership and business operations. Developed skills in strategic planning, resource allocation, and problem-solving within a business context.