Andy Johnson - Desktop Technician, JPS Health Network

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Work Background

JPS Health NetworkDesktop Technician

Apr. 2023Fort Worth, Texas, United StatesAs a Desktop Technician, I strive to be as proactive as possible and customer focused. I will work the tickets I receive and fix the issue, however I will also try to prevent future. For example, if a PC is older I will have it replaced. I have also planned projects myself to better the customer experience so they do not lose time with patient care. I also developed great working relationship with the customers. They will come to me with all of their questions and I will do my best to answer them. Typical Duties: 1. Replaced broken hardware when needed, including Computers and peripherals. 2. Troubleshoot software issues, attempt to resolve the issue and escalate to the appropriate team when needed. 3. Documented support interactions for future reference. 4. Trained new Desktop Technicians.

JPS Health NetworkInformation Technology Help Desk Support

Jul. 2021 - Apr. 2023Fort Worth, Texas, United StatesThe Help Desk Technician provided Tier 1 IT support to non-technical internal users through remote work. I increased customer satisfaction by positively engaging with clients during the check-in and check-out process. Typical Duties 1. Patiently walked individuals through basic troubleshooting tasks. 2. Analyzed issues to identify troubleshooting methods needed for quick remediation. 3. Documented support interactions for future reference. 4. Trained new Help Desk Technicians.

Arlington Computer CareComputer Technician

May. 2020 - Jul. 2021Arlington, Texas, United StatesAs the Computer Technician, I help run the storefront of the business. Customers bring their device to us and tell us what is wrong. I check in the device with notes on the issue. I then work to diagnose the issue then offer the customer an estimate for repair. The issues include both Software and Hardware. I also answer phone calls for the managed clients and put in tickets so the field technicians can work with them on their issues.

Geek SquadGeek Squad Consultation Agent

Apr. 2019 - May. 2020Dallas/Fort Worth AreaAs a Consultation Agent, I help with running the front counter at the store. Responsibilities include: -Positively engage with the client during the check-in and check-out process -Ask probing questions, listen and record details, and offer an accurate time estimate for next steps -Monitor queues and provide status update to clients -Clearly communicate with team members I have been recognized as the top revenue earner for the precinct.

Texas Department of Family and Protective ServicesAlternative Reponse Specialist IV

Sep. 2017 - Mar. 20192700 Ben Ave Fort Worth, TX 76103-Investigates reports of abuse & neglect to children to assess current or future risk to children by interviewing parents, family members, and others; interviewing and examining children; assessing home environment; and gathering pertinent information from other sources. -Determines action to be taken to remove or to reduce an immediate threat to the safety of a child to include testifying in court to seek emergency protective services, placing children in substitute care, referring family for immediate crisis intervention therapy or other community resources. -Enters contact, documentation information and narratives into the Information Management Protecting Adults and Children System system within required agency time frames. -Develops and maintains effective working relationships between Child Protective Services staff and law enforcement officials, judicial officials, legal resources, medical professionals, and other community resources. -Attends and participates in all required trainings, meetings, and staffings. Completes all CEs in a timely manner. -Performs other duties as assigned and required to maintain unit operations. -Promotes and demonstrates appropriate respect for cultural diversity among coworkers and all work-related contacts. -Attends work regularly in accordance with agency leave policy.

Texas Department of Family and Protective ServicesCPS Conservatorship Specialist IV

Jun. 2013 - Sep. 20171501 Texas Dr. Ste. 200 Weatherford, TX 76086-Developed strategies and arranged services for children and families in order for children to achieve positive permanency. -Responsible for ensuring the safety of children while in DFPS custody, that their well-being and needs were met, and that their experiences while in DFPS custody were similar to children outside of state custody. Ensured appropriate referrals for testing, evaluations, records, or further assessments were made. -Routinely interacted with children and families, caregivers, the judicial system, representatives from various organizations, DFPS, and the general public. -Met with parents to assess risk and safety issues, identified behavior changes necessary to achieve child safety, referred parents to appropriate services to address the identified needs to move towards positive permanency and discussed with parents their progress towards making changes to behaviors that posed dangers to their child. -Visited children monthly to assess the child’s feeling of safety in their current home, to plan for permanency, and to discuss their needs, wishes, and progress while in care. -Attended and participated in court hearings about the child and family, which included contacting the parties in the case before hearings, preparing court reports, and testifying in court on the child’s needs, the family’s progress, and the department’s efforts to achieve permanency for the child. -Transitioned children home during reunification services and provided support to the family until the legal case was closed. -Responsible for documenting case records by completing forms, narratives, and reports to form a written record for each client. I developed and maintained effective working relationships between Child Protective Services staff and law enforcement officials, judicial officials, legal resources, medical professionals, and other community stakeholders. -Trained and mentored two new hires until they met all competency requirements.

Union Gospel Mission of Tarrant CountyOvernight Facility Manager

Jun. 2011 - Jun. 2013Dallas/Fort Worth Area