1. 315 Kelly’s Glen, Ridgeland, MS 39157 Home: 601-898-1585 or Cell: 601-718-7020 zigtozag@att.net
Karen R. Johnson
Education
Skills/Awards
June 5, 2015 Kaplan University Chicago , IL
M.S. in Information Technology Science of Technology, inducted into Alpha Beta Kappa Honor
Society, and Iota Sigma Tau Honor Society.
April 27,2013 ITT Technical Institute Indianapolis, IN
B.A. of Science in Information Technology Security Systems , inducted into the National
Technical Honor Society at ITT Technical Institute - Carmel, Carmel, IN during the 2013.
Jan 5, 1989 Delta College Gretna, LA
Certification in Computer Operations and Accounting.
 Ability to identify network issues and grasp new technologies.
 Award for Most Effective Student, Dean’s List, President’s List.
 Dynamic multitasking leader with team building skills. Equipped to articulate technical
concepts to end users for easy understanding.
 Experienced in trouble-shooting software and hardware failures and experienced in
resolving 30 - 60 trouble tickets daily.
 Experienced in technical computer support and act as an escalation point in resolving
technical issues.
 Honor student with Delta College, ITT Technical Institute, and Kaplan University.
 Install, configure, and maintain end user hardware, software, and peripherals.
 Knowledge and skilled in various common operating systems, such as Windows NT,
Windows 2000, Windows 2003, Windows Vista, Windows XP, Windows 8.1, Windows
10 Preview, Nintendo, Unix, Unisys, and telephone/email helpdesk customer service.
Knowledge of incident reports and Knowledge of troubleshooting servers, networks,
and desktops.
 Leader of Metro Diversity Council for Entergy Electric and Gas Utility Company.
3/2012 – Present Asurion Nashville,
TN
@Home Claims Rep for Asurion
Responsible for:
 Filing claims for lost, damaged or destroyed devices for ATT and Sprint for insurance
replacement through customer incoming calls.
 Handling inbound calls from home with customers regarding wireless handset
insurance claims, electronics repair facilitation or roadside assistance requests from
wireless customers.
 Processing credit card payments via home computer for processing customer claims.
 File insurance replacement claims for AT&T and Sprint devices through incoming
customer calls
 Take inbound calls regarding wireless handset insurance claims, electronics repair, or
roadside assistance requests from wireless customers
 Process credit card transactions for customer claims
12/2011 – 01/2011 XBOX/ALPINE ACCESS Denver, CO
Desktop Support Technician
 Responsible for user accounts for Windows XP & 2003/2007 including Desktop
configurations, network connectivity, network access issues and printer connectivity.
 Updating and closing of open issues from the trouble ticket system and
troubleshooting, installations, configurations and repairing computer systems.
Responsible for refurbishing Desktops and managing PCs performance connectivity,
system setup, daily backups, network virus inoculation, hardware and software trouble
shooting etc., seasonal.
 Supported user accounts for Windows XP and 2003/2007 including desktop
configurations, network connectivity, network access issues, and printer connectivity

2.  Updated and closed issues from the trouble ticket system and performed
troubleshooting, installations, configurations, and system repairs.
05/2011 – 05/2011 TEKSYSTEMS, INC Jackson, MS
Desktop Support Technician
 Responsible for moving user accounts in Active Directory for network connectivity,
network access issues and printer connectivity. Responsible for answering trouble
tickets due to upgrade the system issues and follow-ups to ensure issues were
resolved. Moved user accounts in Active Directory for network connectivity, network
access issues and printer connectivity
 Answered trouble tickets due to upgrade the system issues and follow-ups to ensure
issues are resolved
November 2009 - December 2010 ITAC/Allstar Recovery (ASR) Ridgeland, MS
Desktop Support Technician
 Responsible for user accounts for Windows XP & 2003/2007 including Desktop
configurations, network connectivity, network access issues and printer connectivity.
Updating and closing of open issues from the trouble ticket system and
troubleshooting, installations, configurations, testing new installs and configuration of
repaired computer systems.
 Responsible for refurbishing Desktops and managing PCs performance connectivity,
system setup, daily backups, network virus inoculation, hardware and software trouble
shooting etc.
 Supported user accounts for Windows XP and 2003/2007 including desktop
configurations, network connectivity, network access issues, and printer connectivity
 Updated and closed issues from trouble ticket system and performed troubleshooting,
installations, configurations, testing new installs and configuring repaired computer
systems
 Refurbished desktops and managed PC performance connectivity, system setup, daily
backups, network virus inoculation, and hardware and software troubleshooting
April 2009 – December 2009 Collabera/Verizon Business Clinton, MS
End User Support Analyst
 Responsible for researching issues, repairing and reporting problems to 2nd level.
 Updating and closing of open issues from trouble ticket system. Communicating back
to the end user with details of how to correct issues via phone, email, and chat through
the US, China, and the UK, also testing the system for repairs and configurations.
 Researched issues, completed repairs and reported problems to 2nd level
 Updated, closed, and open issues from trouble ticket system
 Communicated with end user with details about correcting issues via phone, email,
and chat in the US, China, and the UK.
11/2007 – 4/2009 Comcast/XPEDX Madison, MS & Birmingham, AL
Customer Account Executive/Customer Service Associate

3. February 1997 – July 2007 - Entergy Services - Jackson, MS
Interim Supervisor, One Point Lead, Floorwalker, Sr. Customer Service Representative
 Escalation Supervisor for external/internal customer complaint experience in billing
and payment solutions. Extensive billing, payment, credit and collections solutions,
Floorwalker for customer service representative escalation assistance. Served as
Entergy Interim Supervisor for team monitoring, side by side monitoring, agent
evaluation, month to month reviews & completion of agent annual report.
 Responsible for agent discipline tardy reports/PIPs/Observation sheets/Written
warnings/ generates and review reports with the agents. Answered customers’ emails
from Entergy’s web site, responsible for monitoring reps through SMSI and Business
View, review and approved the agents’ time sheets weekly. Providing hands-on
leadership support in CCS, AIS, CIS, Avaya, Sap, Total View, Esther, IVR, and Agent
Web Station. Assistant Trainer for new hires and full–time Agents with training
through Horizon training.
 Performed extensive billing, payment, credit and collections solutions
 Was responsible for agent discipline tardy reports and written warnings
 Generated and reviewed reports with agents, answered customer emails.
 Monitored reps through SMSI and Business View systems, reviewed and approved
weekly time sheets.
 Provided hands-on leadership support in CCS, AIS, CIS, Avaya, Sap, Total View,
Esther, IVR, and Agent Web Station systems.
 Acted as Assistant Trainer for new hires and full-time agents with Horizon training.