MICHAEL JOHNSON

Lochearn

Summary

IT support technician and knowledge lead with 7+ years of experience in managing knowledge repositories and improving documentation processes. Resolved over 250 technical tickets monthly, achieving high customer satisfaction and operational efficiency. Seeking opportunities in IT support or IT specialist roles.

Overview

years of professional experience

Work History

IT Support Technician / Knowledge Lead

CRB, Inc.

03.2019 - 05.2026

Led major technical initiatives—including Windows 11 migration, domain transition, and global onboarding—while designing and implementing knowledge management strategies that improved documentation quality, accessibility, and operational efficiency.
Served as primary technical point of contact for multiple job sites, resolving technical and operational roadblocks and partnering with SMEs to convert critical IT knowledge into searchable, user‑friendly documentation.
Delivered in‑person and remote support to global offices (U.S., Canada, Germany), consistently closing 250+ tickets per month and maintaining high customer satisfaction across hardware, software, and network issues.
Built and maintained structured, version‑controlled knowledge repositories; conducted audits of SOPs, knowledge articles, and technical documentation to ensure accuracy, compliance, and alignment with organizational standards.
Installed, configured, and troubleshot desktops, laptops, peripherals, enterprise applications, conference room technology, and LAN/WAN connectivity while training IT staff on knowledge tools, taxonomy, and best practices.
Managed IT hardware inventory across multiple offices, overseeing full asset lifecycle and leveraging analytics to improve documentation engagement, support onboarding, and strengthen IT‑wide knowledge‑sharing initiatives.

Field Specialist I

Ricoh USA

Owings Mills

08.2015 - 03.2019

Communicated monthly IT metrics, performance trends, and operational goals to senior management while serving as a team lead responsible for training, motivating, and guiding a results‑driven technical support team.
Diagnosed, repaired, and maintained printers, multifunction devices, and related hardware to manufacturer electrical, mechanical, and copy‑quality specifications; completed installations, removals, retrofits, and connected configurations including IP setup and driver deployment.
Troubleshot integrated computer systems and network‑connected print environments, advising on alternative solutions for complex technical issues and ensuring minimal downtime for customers.
Delivered high‑quality customer support by training users on standalone and networked printing devices, addressing IT concerns with professionalism, and maintaining strong customer relationships built on trust and integrity.
Managed IT and parts inventory with a high degree of accuracy, maintaining asset tracking software, documentation, and full lifecycle oversight from requisition through warranty support and disposal.
Acted as gatekeeper for all IT inventory, ensuring secure storage, proper distribution, and accurate documentation of new equipment while supporting compliance with organizational asset management standards.

Education

Certificate Program - Network Information Technology

TESST College of Technology

05-2010

Skills

Active Directory management
Group Policy administration
Microsoft Exchange
M365 admin center expertise
Windows 7 to 11
Microsoft Office 2016 to M365
Remote support tools
Desktop imaging solutions

VPN configuration
VoIP technologies
Jira and Zendesk
ConnectWise integration
Bluebeam software
Problem management strategies
Adobe Creative Suite

Timeline