1. Gyasi O. Johnson
720 South Lyon Street, #357
Santa Ana, California 92705
(714) 654-1700
gyasij_99@yahoo.com
Range of
Experience
Professional
Experience
Over 12 years of Information Systems Security, System Administration, System Networking and
Technical Customer Service performing project management, help desk support, security, system
administration support, procurement, vendor management, system transformations, testing and
software upgrades.
Spireon, Irvine, CA, 2014 to Present
Technical Customer Service Representative Lead and Network Operations Center (NOC)
Administrator
 Managing team of 10 Technical Customer Service Representatives. Responsibilities
include: managing workload balancing; training team on tailored customer solutions,
critical issues, and customer service skills; and, responding to escalated customer
inquiries, performing issue identification analysis and quickly creating a solution to solve
the customer’s request.
 Led the efforts of creating and documenting policies and enhancing related processes for
the Network Operations Center (NOC). Responsibilities included: analyzing the
operations for enhancements, designing the new processes, developing process flows,
creating the written process and policy documentation. Prior to this effort, there was a
lack of standardized efficient processes and minimal documentation. The effort
supported the use of repeatable processes and standardized training for the NOC.
 Performed analysis of the Technical Customer Service Organization and developed
internal processes to enhance the customer experience by standardizing issue
identification and corresponding responses. This resulted in lower call duration and lower
cost.
 Managed customer service experience for over 11 different user interfaces provided
tailored solutions to our clients to ensure their unique situations were included in the
problem resolution.
MarginPoint, Inc., CA, 2011 to 2013
Technical Service Representative II and System Administrator
 Performed System Administration support for the CEO and the company. Assisted with
issue identification of the company’s network related issues and performed implemented
installations of hardware and software to fix the issues. Managed information security
systems and protocols for the company.
 Provided technical customer service support to our commercial clients which required
strong problem solving skills and knowledge of proprietary software and hardware. Used
strong communication skills to tailor very technical concepts to assist our commercial
clients with minimal technical experience with our proprietary software and hardware.
 Assisted in the development and implementation of a standardized call response tool.
This tool provided and enhanced customer experience due to faster identification and
resolution of issues. This call response tool facilitated in the decreased call time and cost
per call.

2. Gyasi O. Johnson
Boyd & Associates, Santa Ana, CA, 2010 to 2012
Security Officer
 Monitored and authorized the entrance and departure of homeowners and visitors of
high-end gated communities. Guarded against theft and maintained security of the
premises.
 Patrolled premises to prevent and detect signs of intrusion and ensure security.
 Created reports of daily activities and irregularities including property damage, presence
of unauthorized persons and unusual occurrences.
Glow Networks, Inc., Irvine and Los Angeles, CA, 2010 to 2011
Radio Frequency Tester
 Managed a team of 5 individuals, performed testing and IT support including solving
security intrusion issues.
 Consulted and consolidated all test result data for T-Mobile projects. Assisted with T-
Mobiles launch of the 4G Network utilizing TEMS Investigation GSM and Wireshark
software and hardware to collect and analyze data. Collaborated with Engineering on
resolution plans for defects identified.
Census Bureau, Santa Ana CA, 2010 to 2011
Lead Enumerator/Supervisor
 Managed a team of six field personnel, performed field duties and compiled data for
management reporting. Assisted with developing new techniques for field Enumerators
which enhanced their performance and data accuracy.
 Performed in the field data gathering for the Census Bureau. Responsibilities included
conducting a survey to gather important statistics on our nation’s people, places and our
economy. Initially started as a field Enumerator and quickly promoted to the lead role.
 Interfaced with hundreds of individuals with diverse backgrounds on a daily basis.
Utilized my strong communication and analytical skills to ensure the survey was
accurately completed.
Total Paper Services, INC., Anaheim, CA 2007 to 2009
System Administrator
 Maintained servers and workstations for all employees. Provided system administration
services for employees located nationwide utilizing VOIP and Citrix applications.
 Managed two different work locations and assisted over 100 employees with system
administration needs. Ensured smooth operational effectiveness and security of all
computer hardware and software, including networks and related databases.
 Performed procurement and vendor management functions for computers and office
supplies. Responsibilities included establishing procurement processes, performing
purchasing, and managing vendors.
SILICONSYSTEMS, INC., Aliso Viejo, CA 2005 to 2007
Solid State Storage Tester and Systems Administrator
  Analyzed and tested newly engineered products prior to market introduction. Identified
areas of improvement prior to market distribution. Due to premier performance, rapidly
promoted from Solid State Storage Tester to Systems Administrator.

 Performed configuration, monitoring and maintenance of key system infrastructure.
Responsibilities included configuring systems (workstations and peripherals), performing
Level 1-2 troubleshooting and routine maintenance, and managing information systems

3. Gyasi O. Johnson
related to the equipment and peripherals.
 Managed the implementation of a new incorporate-wide security badge system.
Responsibilities included product and vendor due diligence, vendor management, product
implementation and technical support.
 Provided pivotal support to large and mid-sized customers including: Cisco, Toshiba and
SanDisk in addition to internal system administration duties.
 Performed procurement and vendor management for computer equipment and office
supplies. Responsibilities included establishing procurement processes, performing
purchasing, and managing vendors.
Other Work
Experience
Military Service
#TruBeastMode Body Conditioning, Tustin, CA February 2016 - Present
Body Conditioning C, Sole Proprietor
 Leading, teaching and motivating small group conditioning camps for 5 to 10 people.
Developing class content and coordinating locations.
 Performing promotions, marketing and sales for the conditioning camps, special events
and apparel.
Crunch Fitness and Dance 2 Fitness, Tustin, CA XXXX - Present
Zumba Fitness Instructor
 Leading, teaching and motivating group exercise classes of 40 to 65 people. Created and
developed class content, delivered content instruction and provided encouragement.
Instructed multiple formats including Zumba and body sculpting.
 Volunteer instructor for special Zumba Master Class fund raisers.
Zumba in da Club, Santa Ana, CA XXXX - Present
Featured Zumba Fitness Instructor
 Hosted 2-3 group fitness events per year which included marketing the event and
conducting ticket sales. Then the event included leading, training and motivating 80-100
people in Zumba Fitness Cardio Routines.
 Volunteer Instructor for Annual Christmas Toy Drive.
U.S. MARINE CORPS VETERAN- Honorable Discharge 2000
Skills
Summary
Areas of
Proficiency
Active Directory, DHCP, TCP/IP, RAIDS 0, 1, 5; Ghost, GPOs, DNS/WINS, OUs, VPNs,
LAN/WANs
Networks - Windows Environments (XP – later), Cisco CCNA training, Active Directory, Windows
Servers (2K and later), Linux (Suse and Red Hat)
Software - MS Office XP-07, Symantec Antivirus and backups, Norton 360, McAfee, MS
Exchange server, Wireless Technology, Citrix, Remote Support, Salesforce, Auto Task, Netsuite,
Motorola Scanner products.
Hardware - Power supplies, Motherboards, Optical drives, RAM, Heat Sinks,DDR3, DDR1, SD
Ram, Net Gear Routers/Switches, Solid State Storage device testing and configurations, Monitors,
HD, SD cards, printers, network cabling.
Education A.S. Computer Science, Westwood College, 2004
B.S. Information Systems Security, Westwood College, 2005