Tj Johnson

Proactively and reactively monitored and troubleshot various networks, servers, applications, and core infrastructure issues using tools like Solarwinds and Alert Logic. Maintained and updated ticket history across multiple systems including Service Now and Ivanti, while performing daily system tasks such as verifying hardware integrity and reviewing logs.

Provided frontline support for incoming calls, emails, and chat requests, performing live network monitoring with tools such as SolarWinds and NMS. Conducted isolation and compression tests with customers and providers, and utilized IDirect for modem activation, deactivation, and troubleshooting.

Supported all network infrastructure, including routers, firewalls, load-balancers, and switches, and planned and implemented network maintenance. Engaged with Technical Account Managers to represent the networking department in discussions with VIP customers, and created network diagrams and documentation.

Proactively monitored and maintained the integrity of the telecommunication network, including digital/analog microwave, frame, CDMA, VSat, DSL, MPLS, and VPLS. Performed complex testing and analysis of all network elements, and directly interfaced with customers, vendors, and field technicians.

Diagnosed and resolved hardware and software related issues, providing technical support for Microsoft Operating Systems and Office Suite. Researched network connectivity problems for end-users and assisted with computer relocations and equipment installations.

Processed all deactivations of BlackBerry devices within the department and assisted with activations. Maintained technical expertise to diagnose customer complaints and trained customers over the phone for hardware and software replacements.

Provided detailed billing and customer support for cellular and wireless modem devices, handling an average of 40 to 50 calls per day. Processed BlackBerry deactivations and managed billing issues for corporate accounts, including accounts receivable and account maintenance.

Provided versatile troubleshooting skills, supporting software for Mattel, Gateway, and Toshiba laptops. Successfully completed extensive hardware and software training for various PC brands and printers.

Interacted with customers to fulfill their needs for computer parts and peripherals. Gained knowledge of hardware and their specific functions, and built custom-made computer systems for clients.

Activities and societies: Studying for CCNA certification.

Completed an Associate of Applied Science degree in Computer Networking. Focused on foundational networking concepts and practical applications.

Graduated with a high school diploma.