David Johnson

Service IT System Administrator / Providence St. Joseph's Health

Jan 2012 - Feb 2024

• Managed 30+ SLA tickets weekly, ensuring high-resolution rates via ServiceNow.
• Directed system upgrades and expansions across eight new clinics and twelve remodeling projects.
• Administered Microsoft SCCM and Azure/Intune for seamless workstation imaging and software deployment.
• Performed as technical lead for simultaneous projects, maintaining deadlines and quality.
• Spearheaded network interface upgrades, streamlining device integration across WANs & VLANs.
• Led multiple teams and upgraded over 2500 workstations to Windows 10, resulting in a 30% increase in system efficiency and a 25% boost in user satisfaction scores.
• Provided user support by addressing technical inquiries and offering guidance on system usage.
• Configured systems to optimize performance and enhance user experience based on specific requirements.
• Installed software applications and ensured seamless integration with existing systems.
• Managed Epic LWS records for printing routing and changes.

Key Achievements:

• Developed documentation standards, improving first contact issue resolution by 20%.
• Facilitated weekly team workshops to enhance knowledge sharing.

Technical Support Specialist Contractor / Pacific Crest Securities

06/2011 - 12/2011

• Delivered technical support during the transition from Windows XP to Windows 7, enhancing system performance and user experience for over 200 employees.
• Collaborated with the system administrator to create and modify 150+ user accounts within a Microsoft Active Directory environment, improving access management efficiency.
• Updated and upgraded user workstations, reducing downtime by 30% and ensuring seamless transitions for all users.
• Assisted staff in creating and updating Active Directory user profile information, increasing accuracy and reducing profile discrepancies by 25%.

Volunteer IT Support Staff / Centennial School District

05/2010 - 08/2010

• Upgraded over 200 workstations to Windows 7, resulting in a 30% increase in system efficiency and a 25% boost in user satisfaction scores.
• Partnered with the network administrator to enhance network performance and security, achieving a 40% reduction in downtime incidents.
• Assisted 150+ employees in creating and updating Active Directory user profiles, ensuring 100% accuracy in user access management.
• Delivered two fully equipped computer labs on schedule for the new school year, enhancing learning environments for over 300 students and improving student engagement by 20%.

Portland Community College - Portland, OR

Associates Degree: Computer Information Systems - Network Information Systems Management

Western Governor's University - Millcreek, UT

Degree - Bachelor of Science: Network Engineering and Security
Minor: Cisco
Status: Currently enrolled

Expected Graduation - November 2026