Service Desk Help
Resume:
Johnnie Abron
Ten plus years Experienced IT professional in Supervising employees by communicating regularly, motivating, training, evaluating, planning and directing their work. Assisting with troubleshooting computer systems and related software. Learning about and providing technical assistance and routine maintenance of specialized software applications.
Providing support for other IT related hardware devices such as networked printers, smartphones, etc. Performing advanced troubleshooting to determine the cause of problems. Installing, configuring, and providing support for Service Desk tickets, as assigned. Providing or coordinating Audio Visual (AV) and Video Conferencing (VC) support as needed. Assists with reserving, setting up, and troubleshooting of AV and VC equipment. Carrier of vast knowledge and experience in Geographic Information Systems and diverse in Governmental Networks and Design. Professional expertise includes systems applications, disaster recovery planning, software administration, data communication, providing technical instructions on Windows based application and Operating Systems. Technically-advanced information technology specialist successful in software and data communications. Managed and Supervised Support Staff for Governmental Entities. Worked with multiple governmental entities on establishing IT based policies and support operating procedures. TECHNICAL SKILLS
Operating Systems: Microsoft Windows OS & Server 2012, MAC IOS Networking: Local Area Networking; Wide Area Networking; TCP/IP, DNS, DHCP CISCO Software Support: Microsoft Office 365 Suite ESRI(ArcInfo, ArcMap, ArcView & ArcExplorer); VM ware Vsphere; Antivirus (McAfee Enterprise, Norton & AVG Enterprise) Adobe Acrobat, Adobe Photoshop Hardware Support: Dell Servers (Power edge); Dell Desktops (Optiplex, Workstations, Inspiron & XPS systems) HP Desktops & laptops all generations; Lenovo W520; Toshiba Business center copiers, HP printers and Copiers; Lexmark printers; Cisco Router
& switches Scanners, Data Domain Appliance
Tools: VNC remote Desktop; Scalable (WinInstall); LogMeIn (Central – Remote desktop support) VB.net Scripting, Server Active Directory, VMware Vsphere client connect, PC-Mover, Windows SUS, FrontPage & Expression, Symantec Backup Exec, Watch Guard Firewall, Team Viewer; SNOW Incident Ticketing Software PROFESSIONAL EXPERIENCE
Systems Administrator Orlando, FL
Westgate Resorts (APEX) 01/11/24 – 05/15/24
Preformed vital security access and support protocol for customer access
Helped Special Needs individuals with support and instructions via remote tools
Provided basic hardware, software and network support relative to the customers
Provided vital feedback to managers about Network Risks and Support.
Demonstrated experience with Windows 10 environment and migration to Windows 11
Demonstrated the ability to work remote to support Westgate Employees.
Provided On-boarding and Off-boarding processes for Westgate Employees
Utilized SNOW ticketing system to track and resolve User IT issues.
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Technical Help Desk Engineer II Orlando, FL
Walt Disney Support Services (Capgemini) 09/15/21 – 03/18/25
Preformed vital security access and support protocol for customer access
Helped Special Needs individuals with support and instructions via remote tools
Provided basic hardware, software and network support relative to the customers IT environment.
Provided vital feedback to managers about project data for IT improvements.
Demonstrated experience with Windows 10 environment and migration to Windows 11
Demonstrated the ability to work remote to support Disney Staff and new hires IT orientation. Help Desk Technician Orlando, FL
Lockheed Martin (Patriot Staffing & Services, LLC) 07/014/20 – 09/12/21
Maintain the integrity of programs and source code of applications
Provided basic hardware, software and network support relative to the customers IT environment.
Demonstrated good communicative skills via remote support sessions
Demonstrated experience with Windows 10 with using remote tools
Demonstrated the ability to work remote to support the agents of Lockhkeed Martin. Help Desk Support
Resaleworld.com Inc. Orlando, FL
03/05/18 – 04/18/20
Maintain the integrity of programs and source code of applications
Remotely Trouble Shooting Application data and implementations
Build and maintain hardware for customer requests. Dell Desktops, HP Laptops and IPads
Maintain SQL database structures and tables
Documentation of FAQs and Help Documentation of application testing and upgrades
Debugging of new application case work and implementations
Managing and documenting network changes and upgrades
Lead instructional training sessions for new employees and customers
Build complex data structures for customers based on specific needs.
Minor web development and maintenance.
Hospital Corporation of America Kissimmee, FL
Osceola Regional Medical Center 06/01/15 – 12/01/17 Senior Technical Analyst
Introduce new and efficient practices to lower cost and production time for remedy methods
Mentor and exercise best practices from HCA Standards and impart those to Technical Staff
Testing and Deploying new applications and appliances
Monitoring and delegating tasks for REMEDY tickets and work orders
Submitting orders for facility construction projects
Hosting and attending Administrative Construction Strategy meetings
Managing and transitioning Nortel Phone systems to Cisco One Voice Hospital Corporation of America Kissimmee, FL
Poinciana Medical Center & Osceola Regional Medical Center 02/11/13 – 05/05/15 Technical Analyst II
Install and repaired health care equipment. (HP Servers, Laptops & Desktop)
Analyze and provide hands-on support for simple to moderate inquires. Determine appropriate technical area or vendor to resolve the problem as needed
Log and track problems; review problem tracking database
Maintained and configures Cisco switches
Configures VLAN and WAN ports for access
Installation of HP and Dell Servers for various vender applications
Utilized Imaging techniques for mass updating and deployment of user PC’s Jefferson County Clerk of Courts Monticello, FL
IT Specialist 05/05/10 -12/03/12
Designed, maintain and administer an efficient Clerk of Courts business network (Windows Server 2003, 2008 r2 & 2012 Active Directory)
Oversaw the migration of desktop PC’s from Windows XP to Windows 7, utilizing Wininstall Pxe Boot process & Laplink PCmover Utility software
Assisted Clerk staff with all system / applications related problems, mostly Windows Microsoft Office products (2000-2010 product suits) including but not excluding Microsoft Access
Administered and managed the security the Clerks Computer Network, workstations and data circuits utilizing AVG Enterprise Antivirus 2012 and Watch Guard Firewall
Used Symantec Backup Exec 2010 to backup and restore data for Clerk of Courts
Utilized Windows SUS to maintain OS updates
Jefferson County Property Appraiser’s Office Monticello, FL Deputy Data Manager 03/04/02-05/02/10
Maintained & regularly updated GIS database for properties in Jefferson County, FL.
Updated and maintained Web Applications for general public use
Provided day to day desktop support for office personnel for Office suites and Windows OS (XP to Windows 7)
Day to Day Customer support pertaining to general legal description interpretation Florida Department of Environmental Protection Tallahassee, FL Help Desk Technician 05/12/00-08/01/05
Provided Desktop support for DEP employees pertaining to DEP application and Microsoft Office suite and Windows XP
Assisted with Windows 2000 to Windows XP migration process
Provided Hardware support and repair for desktop Computers (Dell Workstations and Laptops
Installed and tested DEP designed applications as well as installed Microsoft Applications
Researched issues on various computer systems and databases to resolve complaints and inquires (Microsoft Access and Excel)
Florida Department of Environmental Protection Tallahassee, FL GIS Analyst 02/02/97-05/10/00
Interpreted legal descriptions and plotted boundaries utilizing ArcGIS, ArcInfo Workstation and ArcView
Created and developed maps for analysis and data studies for DEP land planners
Maintained and updated DEP properties based on land boundary legal descriptions
Provide training and instructions to co-workers pertaining to ESRI products
Utilized GPS equipment to gather data elements for Mapping purposes EDUCATION AND TRAINING
Florida Department of Revenue, 2010
Tallahassee, FL Leon
Florida Certified Cartographer (Cartography)
Certification – 240 Credited Hours
Florida Department of Education, 1997
Tallahassee, FL Leon
Computer Aided Drafting and Design
Certification – 2760 Credited Hours
Florida Department of Education, 1994
Tallahassee, FL Leon Consumer
Electronic Repair Certification –
884 Credited Hours
Florida Department of Education, 1990
Defuniak Springs, FL Walton
High School
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