CHRIS JOHNSON [INFORMATION TECHNOLOGY] (650) 315-1935/ christophergjohnson@outlook.com

Accomplished Information Technology Services professional with experience in technical support, system administration, networking, account management, systems analysis, software development and quality assurance. A highly motivated technology expert possessing the ability to become adept in changing technologies, business strategies and client specific requirements, looking to obtain a position in the technology industry which would allow me to utilize the skills gained through my education and work experience. Core skill areas include:

* Windows & Salesforce Administration * System Administration, Kaseya, Nagios * Database Administration, MSSQL, MySQL* Windows 98/NT/2000/XP/Vista/7/8 * Network Administration, SIP, VoIP, VPN * Automation & Virtualization, APIs, VMware* Microsoft Office 2003/07/10/13/O365 * Client Management & Support, SaaS, CRM * Business & Technology Consultation, Marketo

RELEVANT EXPERIENCE:

MARKETO, INC., San Mateo, California 02/2014 – PresentSenior Technical Support Engineer | Tier 2

Provide Tier 2 technical support of Marketo SaaS based solutions to customers and business partners. Act as the ‘Named Support Engineer’ for over twenty dedicated ‘Premier Support’ level accounts. Consult customers on business and technology best practices surrounding the utilization of Marketo. Provide ‘Developer Support’ for SOAP/REST, HTML, CSS, JavaScript, XML, PHP, .NET and Java. Respond to ‘Priority 1’ alerts within the specified SLA, diagnose the issues and track them to closure. Escalate issues and communicate cross-functionally to track case progress and expedite resolutions. Create documentation and training material, such as the ‘Microsoft Dynamics CRM Training Program.’ Contribute to the ‘Marketo Community’ by starting discussions and responding to customer inquiries. Subject Matter Expert for third-party integrations, APIs, Salesforce, and Microsoft Dynamics CRM. Contributed to the creation and implementation of the Marketo Certified Expert certification exam. Certified technical support team member, ‘Rated Outstanding, Assisted & Self-Service’ by the TSIA.

KINETIX TECHNOLOGY SERVICES, Burlingame, California 09/2012 – 06/2013System Administrator

Provided Tier 2 remote and onsite support for all servers, computers, network and mobile devices. Engaged with clients regarding policy changes, business requirements and technical consultation. Administered third party support for software such as QuickBooks, Salesforce, Box and SolidWorks. Troubleshot network related latency and other anomalies using tools such as OPNET and Wireshark. Conducted builds of virtual machines, servers and domain controllers through the use of the VMware. Utilized disk management to rectify low storage capacity errors by provisioning additional disk space. Produced detailed technical documentation, while reviewing and modifying that which already existed. Performed data migrations, backups and retrievals utilizing Kaseya Data Backup and Acronis. Provisioned and troubleshot ATA and VoIP systems, including Linksys, Cisco and Polycom hardware. Set up server racks at remote client locations, including installation of all networking equipment. Created user accounts, mailboxes, and distribution lists within the Exchange Management Console. Managed objects in Active Directory, including security groups, distribution lists, users and computers. Configured and troubleshot video conferencing technologies, such as LifeSize and Polycom VSX. Implemented and managed Group Policy Objects in an effort to provide structure and security. Carried out production database migrations of BES and SQL Server, to ensure stability and scalability.

[24]7-INC., Alameda, California 12/2011 – 08/2012Network Operations Technician

Operated within a Linux, Apache, MySQL architecture to provide 24/7 NOC services. Implemented property changes to production applications across physical and virtual data centers. Provided technical assistance to clients and partners in an effort to resolve incidents quickly. Analyzed server notifications and log files to diagnose software, hardware and connectivity issues. Assisted the Quality Assurance department with testing requirements across multiple clients. Designed and executed test cases based on functional specifications provided by management. Documented and tracked software defects through the internal bug tracking system, Redmine. Maintained a public group calendar within Microsoft Exchange for tracking user support schedules. Oversaw existing public folder access through Microsoft Exchange to ensure a high level of security.

Voxify, Inc., Alameda, California 11/2008 – 12/2011Network Operations Technician

Operated within a Linux, Apache, MySQL architecture to provide 24/7 NOC services. Adjusted monitoring software through prolonged data analysis and volume tracking. Repaired hardware and software issues related to stand-alone and networked computers. Provided technical assistance to clients and partners in an effort to resolve incidents quickly. Analyzed server notifications and log files to diagnose software, hardware and connectivity issues. Assisted the Quality Assurance department with testing requirements across multiple clients. Documented and tracked software defects through the internal bug tracking system, Redmine. Pushed out endpoint protection to all networked computers using Symantec Management Console. Utilized the Exchange Management Console to create mailboxes in Microsoft Exchange 2007/2010.

SWC TECHNOLOGY PARTNERS, Oak Brook, Illinois 09/2007 – 07/2008EDI Programmer/Consultant

CHRIS JOHNSON [INFORMATION TECHNOLOGY] (650) 315-1935/ christophergjohnson@outlook.com

Analyzed and diagnosed server notifications stemming from networking interruptions. Utilized the proprietary application ‘Zephyr Administration' to make configuration updates. Coordinated testing among 80 clients and 200 partners to ensure compliance with specifications. Accurately entered records into databases needed for generating billing reports and invoices. Modified existing Java application logic to meet client specific business requirements. Provided technical assistance to clients and partners to ensure a timely resolution to issues.

SMITHBUCKLIN CORPORATION, Chicago, Illinois 03/2007 – 09/2007User Support Specialist/Quality Assurance Analyst

Provided users with registration processes, login information and payment methods. Created dynamic test plans, utilizing use cases and test cases to accurately identify defects. Conducted software testing through multiple cycles, including regression and user acceptance. Documented and tracked all software defects to resolution using Microsoft SharePoint. Assisted in the training of new hires in all areas of technical support and quality assurance.

ADDITIONAL CAREER EXPERIENCE:

ADP DEALER SERVICES, Hoffman Estates, Illinois 11/2005 – 11/2006Flash Memory Card Programmer

Quickly analyzed vast amounts of data provided by Graphic Designers used for creating documents. Installed user specified graphical images onto multiple flash card formats using in-house software. Synchronized communication by implementing distribution lists to increase productivity. Conducted inventory tracking to ensure supplies were immediately available for new orders.

CHECKMATE CUSTOM HOMES, Plainfield, Illinois 03/2005 – 11/2005Operations Manager

Coordinated business operations with over 40 clients to ensure predefined schedules were met. Efficiently managed business operations among 30 subcontracting companies during multiple projects. Represented the company for all customer service inquiries in an effort to maintain client satisfaction. Created time sensitive documentation to meet business requirements using Microsoft Office.

DEVRY UNIVERSITY, Addison, Illinois 09/2004 – 03/2005Help Desk Technician

Troubleshot computers, printers and projectors in an effort to assist students and faculty. Assisted new and existing students with technical requirements pertaining to system registration. Provided exceptional Tier 1 phone support to students, while tracking calls in a custom application. Completed inventory request forms to ensure supplies remained available to students and faculty.

EDUCATION:

KELLER GRADUATE SCHOOL OF MANAGEMENT, Fremont, CaliforniaMaster’s Degree, Business Administration – Concentration in Information Systems Management

Graduated – 12/2013

DeVry UNIVERSITY, Addison, IllinoisBachelor’s Degree, Computer Information Systems – Concentration in Web Development

Graduated – 03/2007* Vice President – Epsilon Delta Pi

CERTIFICATIONS:

* Marketo Certified Expert – 11/2014 * Microsoft Dynamics Deployment in CRM 2013 Specialist – 06/2014* Microsoft Certified Professional – 06/2014 * Managing Microsoft Dynamics Implementations Specialist – 07/2014

RELEVANT SKILLS:

* Windows & Salesforce Administration * System Administration, Nagios, Kaseya * Database Administration, MSSQL, MySQL* Windows 98/NT/2000/XP/Vista/7/8 * Network Administration, SIP, VoIP, VPN * Microsoft SQL Server 2005/08, Access* Microsoft Office 2003/07/10/13/O365 * Client Management & Support, SaaS, CRM * Automation & Virtualization, APIs, VMware* Microsoft Windows Server 03/08/12/SBS* Microsoft Exchange Server 2003/07/10

* Project Management & Control, MS Project* Systems Analysis , OPNET, Wireshark, Visio

* Business & Technology Consultation, Marketo* Statistical Analysis, Data Mining, Big Data

* Microsoft Visual Studio 2005/2010/2012 * Existing Code Modifications & Revisions * Software Deployment, Perforce, Ant* ASP.NET, VB.NET, PHP, Ajax, XML, Java, C++* JavaScript, VBScript, Bash, HTML5, CSS3, C#* Microsoft Windows PowerShell 2.0/3.0* Exchange Management Shell 2007/2010

* Strategic Planning & Communications* Managerial Finance & Accounting, SOX* Account Management & Provisioning* Marketing Management, Social Media

* Eclipse, NetBeans, Dreamweaver, Linux* TCP/IP, DNS, DHCP, SAN, NAS, LDAP/AD* SDLC: Agile vs. Waterfall Methodologies* Quality Assurance: Manual & Automated