Johnathan Horner

Technical Support Specialist

Provided comprehensive technical support for the new Antigen test for Covid-19, delivering prompt troubleshooting solutions to customers. Demonstrated deep technical knowledge of the Antigen test and associated systems, effectively addressing inquiries and resolving challenges. Utilized Salesforce monitoring tools, such as Chatter and Salesforce dashboard, to track and maintain accurate records in compliance with client requirements. Cultivated strong business relationships, fostering loyalty and satisfaction while driving company success. Collaborated with cross-functional teams to improve technical support processes, staying updated on industry trends. Developed and maintained technical documentation as a valuable resource for staff members to effectively communicate and relay information to end-users. Acted as a subject matter expert, delivering training and educational resources to customers and stakeholders. Maintained a customer-centric approach, delivering exceptional service to ensure customer success with the Antigen test and related solutions.

Cloud Support Specalist

I provided support in various areas: AWS Infrastructure Support: Addressed inquiries and resolved technical challenges related to AWS infrastructure, including setting up VPCs, managing EC2 instances, configuring networking and security groups, and troubleshooting AWS resource issues. AWS Service Support: Assisted customers with questions and problems related to various AWS services, such as Amazon S3, Amazon RDS, Amazon EC2, and Amazon Lambda. Troubleshot issues, optimized configurations, and ensured smooth operation of these services. Application Support: Provided technical assistance for applications hosted on AWS, troubleshooting deployment issues, optimizing performance, and leveraging AWS services like AWS Elastic Beanstalk, AWS CloudFormation, and AWS Lambda for application development and deployment. Incident Management and Troubleshooting: Analyzed root causes of customer issues using specialized tools and troubleshooting methodologies. Managed customer incidents following established procedures, collaborated with cross-functional teams, and optimized system performance.Documentation and Knowledge Sharing: Maintained accurate documentation, contributing to the knowledge base, and facilitating knowledge sharing within the support team. Developed documentation and conducted training sessions to promote adoption of AWS technologies and best practices. Cloud Infrastructure Solutions: Implemented efficient and secure cloud infrastructure solutions using AWS services, designing, and configuring high availability (HA) architectures, scalability solutions, and automated backup and disaster recovery processes. Certification and Professional Growth: Completed AWS Solutions Architect Associate certification to expand technical expertise and stay up to date with AWS best practices. Enhanced ability to design and deploy AWS-based solutions that meet customer requirements.

PC Technican

Conducted thorough system assessments to identify areas for improvement, reducing lag time and enhancing performance. Provided prompt and effective technical assistance to computer users through phone, email, and in-person interactions. I installed and configured software applications and operating systems, conducted troubleshooting of software and hardware issues, and delivered basic training to new users. I logged and tracked user requests and resolutions in the ServiceNow help desk ticketing system and contributed to project research material. Additionally, I collaborated with cross-functional teams, managed user accounts and access privileges using Azure Active Directory, and supported the Microsoft Exchange email system. With an average of 25+ calls handled per month, I efficiently addressed user concerns, maintained system performance through proactive software maintenance, and ensured data integrity through technical troubleshooting within an enterprise environment.

SUNY Empire State College