Johanna Coffey
Madison
Summary
Cyber Operations student at Dakota State University with strong skills in troubleshooting hardware and software issues across Windows and Apple environments. Proven track record of supporting over 1,000 students and 400 staff through IT support and service desk operations. Known for excellent customer service and communication skills, with the ability to clearly explain technical solutions to users. Experience includes enterprise monitoring labs, Linux programming, and cybersecurity coursework, with strengths in documentation, analytical thinking, and problem-solving, preparing me for a role in cybersecurity and system analysis.
Overview
5
5
years of professional experience
Work History
Support Desk Technician
Dakota State University
08.2021 - 05.2026
- Provided technical support for hardware and software issues across campus systems.
- Resolved user inquiries via phone, email, and in-person communication efficiently.
- Documented troubleshooting procedures to enhance knowledge base accessibility.
- Collaborated with IT team to implement system updates and maintenance schedules.
- Performed comprehensive diagnostic tests on hardware components when required.
- Maintained detailed records of all support interactions, facilitating accurate tracking of recurring issues and patterns.
- Trained new staff on help desk protocols, teaching troubleshooting methods, customer service practices, and effective problem-solving techniques.
- Monitored ticketing system to prioritize and address urgent requests promptly.
- Maintain professionalism and confidentiality while working with sensitive user and technology information
- Tested new software and hardware prior to deployment.
- Installed and configured operating systems and applications.
Education
Bachelor of Science - Cyber Operations
Dakota State University
Madison, SD12-2026
Skills
- Certifications: Personal Information Handling Certification January 2026 & Title IX Ethics Training Certification January 2026
- Cybersecurity & Technical Tools: Linux Operating Systems, Virtual Machine Environments, Enterprise Monitoring Tools, Network and System Monitoring Concepts, and Technical troubleshooting and diagnostics, System Administration
- Technical Skills: Microsoft Office Suite, Adobe software products, Google workspace tools, Technical documentation and SOP development, Customer service and technical communication, Complaint resolution, Technical Support, Issue escalation, Incident tracking
Timeline
Support Desk Technician
Dakota State University
08.2021 - 05.2026
Bachelor of Science - Cyber Operations
Dakota State University