SHANNON MICHAEL JOHNSON 970-227-8657 1352 Via Terrassa, Encinitas, CA 92024

shannon.michael.johnson@gmail.com

QUALIFICATION HIGHLIGHTS

• 15 years of proven experience in application implementations, research, analysis, and design.

• Collaborative, positive, and organized communicator, educator, and support provider.• Adaptable, flexible, and future-focused – committed to the provision of excellent services.

ADDITIONAL SKILLS AND TRAINING• CompTIA Network+; CCNA in Dec2016 • EPIC and HealthConnect competent• Microsoft, Apple, and Linux competent • Computing solution

designer/implementer• Computer trainer and support provider • Relationship-valuing

listener/collaborator

Business/Technical Support Analyst – UCSD, La Jolla, CA 2016 – Present• Support 50+ UCSD students, faculty, and staff with phone and web-based technical inquiries

daily.• Communicate official outage and service status information to all campus and coordinate

resolution efforts.• Deliver training, develop content, and advance consolidation of at least 4 disparate helpdesks

within UCSD.• Attend change management advisory board meetings and inform team of relevant

information.

Admitting Clerk – Kaiser Permanente, San Diego, CA 2014 – 2016• Provide backup computer support services for Emergency and Admitting departments – 100+

devices.• Interface directly with KP members and medical staff to accomplish medical admissions –

obtaining and explaining signed informed consent, Medicare notices, HIPAA compliance documents, advance directives, and other regulatory and administrative medical forms during 20-30 Outpatient, Inpatient, Observation, and Emergency visits in surgical, administrative office, and emergency department contexts in a given day.

• Collect member copays at each point of service. Educate members about benefits and assistance.

Network Systems Administrator – UCSD, La Jolla, CA 2006 – 2014• Supported over 100 remote and on-campus students, faculty, and staff with computer issues

daily, working with other campus entities as required to accomplish business goals and solve problems.

• Departmental Security Administrator: Administer requests for and provision privileged access to campus data stores and applications such as TritonLink, DataLink, ISIS/IFIS, and PPS.

• Digitized and streamlined department equipment checkout and space reservation processes used by 100+ academics daily - designing and implementing a custom SharePoint solution for departmental use.

• Coordinated and managed content for department website – http://visarts.ucsd.edu

• Migrated department from Netware-based infrastructure to Microsoft Active Directory – decommissioned old servers and built new in order to maintain and provision Active Directory and Exchange-based file, print, and email services including workstation desktops, laptops, and imaging devices.

• Designed and implemented library-based backup solution to protect 20-30GB department data.

Network Systems Administrator – Sage Hospitality Resources, LLC 2000 – 2006• Successfully implemented SonicWALL/Extreme-based firewall/VPN/DMZ to secure corporate

network and web servers while enabling remote workers and site-to-site network connections with managed properties.

• Developed Citrix MetaFrame-based solution to deliver Microsoft Great Plains as well as Remote Desktop functionality to over 150 managed properties and 20+ remote workers.

• Saved over $10000 through research, design, and effective installation of Enterprise Vault-based solution to mitigate ongoing server capacity issues with company Exchange collaboration/messaging infrastructure.

• Responded to data backup window constraints by designing a staged, disk-based data backup solution for corporate and property data stores.

• Coordinated multiple parties including guests, vendors, and contacts at property and/or corporate offices to accomplish IT goals and resolve computing issues at both corporate office and managed properties.

EDUCATION AND ADDITIONAL TRAININGCompTIA A+ Certified 2016CompTIA Network+ Certified 2016Cisco Certified Network Associate December

2016Bachelor of Arts – UCSD, La Jolla, CA 2014

Relevant Coursework: Java Programming

VOLUNTEER/COMMUNITY SERVICESMission Hills United Church of Christ – Member of Mission and Outreach and Worship, Arts, Music

MinistriesSan Diego Botanic Garden – Beautification Team