Divine Johnson-Duncan
SUPPORT ENGINEER
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About
IT Support Engineer with 4+ years of experience providing Tier 1/Tier 2 technical support. Proficient in ServiceNow, Active Directory, Microsoft 365, Azure, VPN, and endpoint troubleshooting. Delivers secure, efficient solutions while maintaining SLA compliance.
Experience
REMOTE IT SUPPORT TECHNICIAN - AXIA WOMEN'S HEALTH - Voorhees, NJ
(2022-01 - 2025-12)
Monitored and managed incoming technical issues and service requests through ticket submissions, phone calls, and chat as a Tier 1/Tier 2 Administrator, supporting 1,000+ users. Served as a reconciler for the eClinicalWorks EMR software system and participated in a 24/7 on-call rotation providing after-hours support.
IT HELPDESK ANALYST - TEKSYSTEMS - Evesham, NJ
(2023-01 - 2023-12)
Resolved password resets and account access concerns while delivering Level 1 service desk support to 1,000+ users across EPIC and MyChart EMR software systems.
HELPDESK AGENT - PCS LLC - Moorestown, NJ
(2021-01 - 2022-12)
Troubleshot daily software and hardware incidents for Resource Human Development and Pilot Freight Services, ensuring timely resolution and consistent end-user assistance.
Education
Certificate - Applied Generative AI Specialization - Purdue University Simplilearn (2026-05)
Certificate - Computer & Network Support Technician - Lincoln Technical Institute (2021-12)
