ANITA JOHNSON 2116 Twin Court, Decatur, GA 30034

anita@experthelpdesksupport.com | 386-453-7995 | Skype: baseballmom

CERTIFICATION & CERTIFICATE OF COMPLETION

Certified Microsoft Office

Specialist: Word and Excel

Beginning, Intermediate and Advanced

Word 95

Beginning and Intermediate

PowerPoint

Beginning and Intermediate Excel Beginning Lotus 5.0

SKILLS (EXPERT OPERATION AND TROUBLESHOOTING)

Microsoft Windows 95, 98,

2000, NT, XP, Vista, 7, 8 and 10

Microsoft Office 95, 97, 2000, XP, 2003,

2010-2016; OpenOffice

WordPerfect 5.1/6.0 DOS &

WordPerfect 5.2/6.1/8.0 & 9.0 for

Windows

Schedule+; Exchange;

Outlook; Groupwise

Netscape Navigator, Internet Explorer,

Firefox and Chrome

Crosswords; Conversion Plus; Elite;

PC Docs & iManage

HELP DESK SUPPORT

• Nine years providing help desk and customer support responsibilities from my home for a few Internet Marketing

professionals using:

• Gmail, GrooveHQ, HelpScout, HESK, Kayako, OS Ticket, and ZenDesk; Skype and Zoom screen sharing

and Jing/SnagIt screencasts.

• Also provide various Technical Virtual Assistant management and maintenance tasks associated with

ActiveCampaign, aMember, Aweber, ClickFunnels, Digital Access Pass, GoToMeeting/GoToWebinar,

Infusionsoft, Instant Teleseminar, InstaBuilder 2.0, LeadPages, OptimizePress, PayPal, WordPress,

Zoom and 1Shopping Cart.

• Previously used TrackIt Help Desk software to document incoming nationwide law firms' client calls. Closed all

open and assigned TrackIt work orders unless escalated. Followed up with clients’ in-house MIS/IT staff

concerning resolution to reported problems; updated TrackIt’s Solution Database.

• Provided remote access assistance, training and troubleshooting regarding clients’ various software applications

using pcAnywhere, VPN and Citrix.

• Customized the Word 97 environment by developing macros and templates for a law firm’s Document Production

Center staff. Also provided help desk assistance and troubleshooting expertise to the law firm’s Help Desk staff

by answering inbound calls and logging resolutions into HEAT Help Desk software.

• Assisted more than 500 WordPerfect 5.1 DOS users in migration to Windows 95 and Microsoft Office 95 Suite.

Also performed adds/deletes of Employee Database for Call Logging system used by the Help Desk.

TECHNICAL WRITING AND TRAINING

• Wrote the following informational resources available for free download:

• “Drowning in a Sea of Passwords?”

• “Quick Start Guide to InstaBuilder 2.0”

• “Helpful Tips, Tools, and Resources” • Wrote customizable Microsoft Word training guide/manual specific to law firms; conducted training classes using

originally designed and produced documentation.

• Taught a Computers II class for Legal Administrative Assistant students, National Center for Paralegal Training.

• Developed new employee training documentation; taught weekly computer orientation classes.

• Wrote customized training documentation for law firm's upgraded legal billing system; conducted training classes

for 140 users in Atlanta and DC offices.

WORD PROCESSING AND SECRETARIAL

• 30 years on-the-job experience assisting prominent law firms' attorneys and support staff.

EDUCATION

Georgia State University Bachelor of Science in Urban Life, June 1981

Kent State University (Criminal Justice Major), September 1975-June 1978

Resident Assistant (RA)-Leebrick Hall September 1977-June 1978