Johny Jean-Pierre

Experienced desktop support technician with strong technical proficiency in troubleshooting hardware and software issues. Committed to providing exceptional end-user support and ensuring high levels of operational efficiency.

Desktop Support Specialist II - RAIS USA Inc.

(2023-04)

• User and group management via Intune.
• Use of Azure for creating virtual desktops.
• Ensure the proper functioning of all PC/Mac laptops and Surface devices.
• Provide support for a wide range of technologies, including RingCentral, Microsoft Teams, Surface devices, printers, and mobile terminals, and perform telephone troubleshooting and remote diagnostics for over 200 devices.
• Provide practical training and guidance to new employees on company systems, tools, and equipment; developed step-by-step troubleshooting documentation.
• Focus on creating, updating and removing user accounts for a large scale-operation in AD/M365.
• Speak to customers over the phone to provide step-by-step instructions for troubleshooting tech issues.
• Deliver Tier I and Tier II support, addressing both common and escalated technical issues for 500+ remotely.

IT Technician - Shift Communications

(2019-11 - 2023-09)

• Ensured the functionality of all the PC/MAC desktops.
• Managed, created and configured SharePoint sites.
• Managed, created users and groups using Active Directory / Manage Engine.
• Set up computer hardware across three offices in the company.
• Installed, support and managed Cisco IP phone, Zoom, Webex and MS Teams.
• Managed permissions to view, share, and modify sub-folders and folders in Microsoft Exchange.
• Performed 20+ successful hardware and software repairs per week.
• Installed 120+ new PC workstations and laptops with Windows 10 and MS Office 0365. Achieved zero downtime through cloud data redundancy during changeover.

Desktop Support Specialist - Oxfam America

(2016-02 - 2019-11)

• Managed and support Webinars, Webex and Zoom, Cisco meetings.
• Used Active Directory to create, manage users and groups.
• Oversee with local tape backups/restores
• Set up computer hardware across five offices in the company.
• Used SCCM to manage, deploy and secure operating system images.
• Managed PC/Network Inventory and Loaners
• Installed a new software management program that facilitated workplace operations
• Met with directors to discuss budgets for new technology in the office, including computer monitors, software systems, tablets and cellphones
• Worked with cisco and 8x8 technicians to upgrade the telecoms system from cisco to 8x8.
• Managed and configured VoIP and softphone.

Various Technology & IT Contracted Positions - Robert Half International

(2014-04 - 2015-09)

Served in various Technology & IT Contracted positions providing customer support, systems troubleshooting.

• Help Desk Support, Harvard Medical School – Longwood, MA
• Junior Network Administrator, Mass Medical Society – Waltham, MA
• IS Support II, Covidien – Bedford, MA
• Help Desk Technician, Infosys Limited – Quincy, MA

Wireless Sales Consultant - Diamond Wireless

(2013-08 - 2014-04)

• Enabled mobile phones, prepared reports, took inventory and handled customer complaints.
• Forested a friendly service, oriented relationship with customers to achieve top quality customer service.
• Presented the products of the company to the customers.
• Understood customers' needs and helped them discover how our products met those needs.
• Educated and engaged customers through product demonstrations.

Bachelor's degree of applied science - Cyber Security - Southern New Hampshire University (2029-06)

Associate Degree of Applied Science - Computer Network Systems - ITT Technical Institute (2013-06)