Nicholas Giovanni Johnson Nicholas Giovanni Johnson
@nicholasgiovannijohn
IT support professional with 9 years of remote troubleshooting experience.
United StatesWhat I'm looking for
I am a technically adept and service-oriented IT professional with over 9 years of experience in delivering remote support and managing enterprise software tools. My expertise spans across IT, insurance, and financial sectors, where I have honed my skills in Tier 1–2 troubleshooting, remote desktop protocols, and end-user training. I am known for enhancing helpdesk efficiency and reducing repeat incidents through clear documentation and scalable technical solutions.
Currently, I work as an IT Support Analyst at Rackspace Technology, where I resolve technical issues using platforms like Jira and Freshdesk. My proactive approach has led to an 18% reduction in ticket recurrence by developing internal knowledge base articles and automating troubleshooting workflows. I take pride in delivering one-on-one training to new hires, ensuring they are well-prepared to meet our team's high standards of service.
With a Bachelor of Science in Information Technology and an Associate of Applied Science in Business Administration, I bring a strong foundation in both technical and business disciplines. I am passionate about solving problems and exceeding performance metrics, and I am eager to contribute meaningful value in remote roles that demand precision, responsiveness, and accountability.
Experience
Work history, roles, and key accomplishments
IT Support Analyst
Rackspace Technology
Jan 2021 - Present (4 years 5 months)
Resolved Tier 1 and Tier 2 technical issues across remote platforms using Jira and Freshdesk, including system login failures, hardware diagnostics, and remote connectivity via VPN and RDP. Reduced ticket recurrence by 18% by developing internal knowledge base articles, automating routine troubleshooting workflows, and implementing process improvements.
Claims Adjuster – Property & Auto
Access National Insurance Group
Jan 2017 - Jan 2021 (4 years)
Managed a caseload of up to 70 concurrent auto and residential property claims, conducting investigations, damage assessments, and coverage analysis to ensure accurate resolution. Achieved a 98.7% audit compliance score through precise documentation and adherence to internal standards and regulatory requirements.
Loan Processing Specialist
AmeriFirst Financial
Jan 2015 - Jan 2017 (2 years)
Managed full-cycle processing of FHA, VA, and conventional mortgage applications within Encompass Loan Origination System (LOS), ensuring regulatory compliance and documentation accuracy from initial submission through closing. Coordinated with underwriters, escrow officers, and title companies to satisfy conditions, resolve discrepancies, and ensure timely fund disbursement.
Education
Degrees, certifications, and relevant coursework
CNCollege of Southern Nevada
Associate of Applied Science, Business Administration
Completed an Associate of Applied Science in Business Administration, graduating in 2017. Gained foundational knowledge in business principles and administration.
U(University of Nevada, Las Vegas (UNLV)
Bachelor of Science, Information Technology
Graduated in 2019 with a Bachelor of Science in Information Technology. Developed a strong foundation in both technical and business disciplines, preparing for roles demanding precision and responsiveness.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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