TraVeon Johnson

Support Tech III

Henry Schein One

May 2024 - Current (2 years 3 months)

• Assisted with managing and troubleshooting CDT dental codes, ensuring correct setup for accurate billing, insurance claims, and compliance. • Guided dental office staff through software best practices, training them on features such as scheduling, charting, and financial reporting. • Collaborated with internal teams to escalate and resolve complex software or hardware-related issues efficiently. • Performed system updates, maintenance, and data migrations to improve reliability and reduce downtime for dental practices. • Documented support cases, solutions, and troubleshooting procedures to contribute to a comprehensive knowledge base for future support.

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Jr. IAM Analyst (HCB Apps)

Cvs-

Jul 2023 - Dec 2023 (6 months)

• Partner with security to devise standards, metrics, and guidance for a variety of access topics, such as privileged access management, multi-factor authentication, service account and secrets management • Manage user access governance processes, including working with stakeholders to manage roles, role memberships, separation of duties requirements, & lifecycle workflows • Schedule, assign, & verify user access reviews are completed timely • Independently assess compliance with defined security standards • Create process documentation, including workflows, process maps, & controls • Provide periodic reporting, including key performance indicators (KPIs), to ensure process health and continued ability to meet business needs • Enable

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IT Help Desk - ITC/3M MIM/Caresource

TEKsystems-

Mar 2022 - Dec 2023 (1 year 10 months)

• Serve as first point of contact for all information technology issues • Respond to inbound telephone calls and emails from employees for IT support • Assist the end user community using remote tools by recording, resolving, and responding to issues • Support Windows 7 and 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, office telephone and voice mail usage, and Mobile Device Management • Managed and troubleshoot infrastructure environments for both internal and customer systems. • Provided resolutions to customer issues and document them in the internal ticketing system. • Provided end-to-end support for all customer systems to include all peripherals that are implemented on

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Customer Service- PCC Agent

OptumRx Specialty Pharmacy

Feb 2022

Caresource: Provided Tier I & II support for Caresource, addressing a variety of technical issues including network connectivity, VPN clients, and custom applications. Updated and maintained knowledge base articles for Caresource, ensuring accurate documentation of processes and resolutions. Supported Caresource's IT environment by installing and testing desktop applications, managing user access, and troubleshooting common issues. • Research, identify and obtain data/information needed to help process claims or resolve claims issues (e.g., verify pricing, prior authorizations, applicable benefits) • Ensure that proper benefits are applied to every claim • Own problem through to resolution on behalf of the customer in real time or throug

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Geek Squad Consultation Agent

Best Buy-

Oct 2021 - Jan 2022 (4 months)

• Provided supervision for multiple associates when required. Repair hardware (windows and Mac) for new or existing clients. • Built client relations through knowledge of product, services, and honesty. • Repaired software (Windows and Mac) related issues for new or existing clients. • Identified viruses and malware and remove them through the assistance Geek Squad certified software. • Performed maintenance, on-site setup, removal of adware/trial version software, optimization of storage space, and processors. • Provided tech support over the phone or on-site for new or existing clients and resolve the problem in a timely manner. • Provided sales support to new or existing clients to help upgrade software, hardware, or purchase a ne

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Linehaul Coordinator

FedEx–

Jan 2021 - Aug 2021 (8 months)

• Responsible for the dispatch of transportation equipment in accordance with the Linehaul plan. Adheres to Linehaul schedules and plans to maximize capacity, minimize partial trailer loads and ensure service integrity for assigned areas. • In accordance with the Linehaul plan, directs the dispatch of transportation equipment. • Ensures Linehaul dispatch and arrival rules are followed according to defined Company procedures. • Coordinates cargo shipments to maximize the trailer volume while meeting package delivery obligations. • Enters dispatch events into an online system (TMS) to ensure on time delivery and pick up of trailers. • Verifies the location of equipment in the dispatch system by completing yard inventories. • Verifies t

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Technical Support Engineer

I-CloseKnit

• Provides answers to users by identifying user problems; researching answers; guiding user through corrective steps. • Supports 24x7x365 operations by participating in an on call rotation • Administers compliance and security policies on end user access • Improves user references by recommending documentation updates. • Identifies and documents system problems and risks; recommends changes. escalates any data breaches to the appropriate teams • Improves help desk job knowledge by attending training sessions; reading technical publications. • Contributes to help desk and organization success by welcoming related, different, and new requests; helping others accomplish job results. • Develops user training programs by identifying lear

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