1. Tracy Johnson
1900 Canal St. Unit 3D Blue Island, ILL. 60406
Cell 708-631-7087 / Hm. 708-631-0012
tracyjohnson.info@gmail.com
Summary
➢ Technical Support Representative skilled at resolving complex customer service issues in a timely
manner.
➢ Analytical thinker adept at resolving complex network issues. Critical thinker who addresses customer
support issues and who quickly exceeds performance standards.
Highlights
➢ DHCP, DNS, Ethernet, LAN aptitude, Windows 7, Windows 8, MS Office proficient. Lotus Notes proficient.
➢ Apple OS X, iPhone, iPad, MacBook Pro.
➢ Android, Phones, & Tablets. PC – Imaging
 Active Directory, Server 2008, Exchange Server, Server 2012, and WDS = Windows Deployment Services.
 ESX VMWare, Hyper V, Office 365.
Experience
Support Analyst Level III
February 2015 to Present
ICC / International Code Council
 Image new PC’s using WDS = Windows Deployment Services Microsoft Server 2012.
 Built and Capture Images.
 PC hardware & software configuration. Along with LAN connectivity.
 Remote Support using Kaseya.
 Remedy incident tracking software.
 Desktop / LAN support.
IT Analyst Level III
February 2013 to August 2014
Land O’ Frost
➢ Acronis Workstation backup for entire Land O’ Frost Domain.
➢ Responsible for Server Tape Backups.
➢ Installed WSUS - windows server update services.
➢ Build new Desktops & Laptops with company standard image.
➢ Setup MAC Book Pros, iPads, iPhones & Android devices on Windows Domain.
➢ Setup Exchange Server settings on IOS devices & Android devices.
➢ IT Procurement company wide.
➢ Handle all day-to-day IT related issues.
➢ Setup AS400 session from the Mainframe.
➢ Direct IP Printing.
Desktop Analyst Level II
August 2012 to December 2012
Allianz Corporate Global & Specialty
➢ Support 259 users in the Chicago Office and 1,700 users nationally. Dame Ware for remote support and
LOGMEIN a third party application for VPN users.
➢ Image Dell & Lenovo laptops and desktops using Acronis via USB stick.
➢ Windows 7 OS with MS Office 2010 & Lotus Notes 8.5.3 with IE8 and Service Now as the ticket tracking
software.
➢ Install & configure Lotus Notes 8.5.3, Sametime as well as troubleshooting.

2. ➢ Install, configure & troubleshoot Cisco VPN.
➢ Blackberry support along with Apple’s iPhone 4S and 5. Also iPad 2 and 3. With IOS 5 & 6.
➢ Network Printing along with Direct IP printing.
➢ Reset Passwords and unlock user accounts in Active Directory.
➢ Set-up new user’s workstations. Install, configure, & troubleshoot proprietary software applications.
Desktop Technician Level II
April 2012 to August 2012
General Growth Properties
➢ Support 800 users in a Windows 64bit environment.
➢ Support Microsoft Office 2010 & Set-up and configure Office 2010.
➢ Also set-up & configure Office 365.
➢ Set-up User accounts in Active Directory, reset passwords, move PC’s to different OU’s (organizational units)
➢ Set-up & image new PC’s, rename, add to Domain, & Deploy to workstation.
➢ Set-up Verizon & AT&T air cards.
➢ Troubleshoot hardware & software related issues.
➢ Blackberry support along with Apple’s iPhone 4 & 4S. Also iPad 1 &2 with IOS 5.
Desktop/LAN Technician/LEAD Technician
August 2011 to January 2012
Prudential Financial
➢ Managed 3 Offices in Downtown Chicago and in Lisle.
➢ Installed, configured, and trouble shoot Lotus Notes 8.5 & Sametime. Remotely and desk side.
➢ Built new PC’s (Dell desktops & Lenovo notebooks) with firm’s image via Server or Flash Drive.
➢ Tracked ticket incidents with Remedy.
➢ Activated new Blackberries on BES (Blackberry Enterprise Server).
➢ Installed new Network printers, and local printers.
➢ Completely managed Windows 7 rollout.
➢ Assisted in local and Network Procurement for devices.
➢ Day to day software and hardware troubleshooting.
Desktop Technician
March 2009 to May 2011
NewEdge USA, LLC
➢ Install and configure Lotus Notes Client, Oracle 10g, and AS400 Sessions.
➢ Set up user accounts in Active Directory gives users VPN access, add new PC’s to their prospective Domains.
➢ Create new accounts on the Blackberry Enterprise Server (BES) set policy to these accounts.
➢ Give users Admin & Power User Rights to their PC.
➢ Map users to Network Share Drives, Network Printers via the Print Server or TCP-IP.
➢ Install and configure various proprietary software packages for the Firm.
➢ Create, close or route tickets to the appropriate group (i.e. Systems or Networks)
➢ Perform process Mapping with Oracle10g.
Desktop/LAN Technician
October 2007 to March 2009
Navistar
➢ Supported 1,700 end users in Windows XP environment.
➢ Configured Blackberry devices for BES (blackberry enterprise server) to enabled users to Sync with Outlook
wirelessly.
➢ Replaced motherboards, CPU’s, RAM, hard drives, and screens on all Dell Latitude Notebook PC’s.
➢ Loaded company’s image from Server. Ghost end user’s hard drive and copy to Network.
➢ Rebuilt users Network profile. Rebuild user’s Outlook profile.
➢ Set-up users for VPN (virtual private network) connectivity.
➢ Checked users for Network connectivity.

3. ➢ Ordered parts for Dell Latitude Laptops.
➢ Mapped users to Network printers, installed docking stations.
➢ Loaded proprietary software from Server remotely.
➢ Performed trouble shooting for connectivity issues remotely using Remotely Anywhere.
➢ Used Active Directory to give users Admin Rights.
➢ Used SMS (system management server) to push standard desktop changes to the Network.
Desktop Technician
December 2006 to September 2007
City of Chicago
➢ Supported 3000 end users in a Windows XP environment.
➢ Installed and configured Lotus Notes 6.1.2, GroupWise, Microsoft Office 2003, and Internet Explorer version.
➢ Installed Network, and stand-alone HP printers.
➢ Imaged new HP laptops, Tested for Wireless Network Connectivity.
➢ Telnet into CAD (computer aided dispatcher) Consoles to configure Node with UNIX.
➢ Monitored SNMP (simple network management protocol) for down Nodes on the Network.
➢ Used Remedy as incident tracking software. Resolutions to be very detailed.
➢ Changed 3mm UNIX Back-up Tapes daily. And then document the event and send a page to Management.
➢ Used SMS to Reboot Network Nodes Remotely.
➢ Utilized Lotus Notes as Knowledge Base.
➢ On-call 24/7
Technical Production Analyst II / Primary Queue Person / Team Lead
December 2004 to September 2006
J.P. Morgan & Chase
➢ Supervised 7 Team members in Connectivity Services.
➢ Supported 2700 end users in a Windows 2000 environment.
➢ Monitored Network File Transmissions.
➢ Set up Clients’ File Transmissions via HTTP.
➢ Monitored UNIX Shell Scripts.
➢ Kill and Start Inbound & Outbound UNIX Shell Scripts.
➢ Monitored AS400 Batch File Transmissions.
➢ Answered incoming calls regarding transmission delivery, created and escalated tickets using Peregrine tracking
software.
Education
Internetworking
Richard J. Daley College - Chicago, ILL. U.S.
Studied CCNA Parts 1-4 Internetworking