This BrandYourself profile is automatically optimized to show up high in Google Michael A. Johnson
Hello, I'm Michael Johnson. Helping people is my passion. IT service desk is my specialty.
Michael Johnson is a proven IT support manager with emphasis on team leadership, end user support and lifelong learning.
Operations manager for a virtual team providing second level technical support for internal company departments in the western US.
Revitalized the performance of a failing 12 person corporate help desk by reducing abandoned calls over 20% and improving average speed of answer more than 55% within the first 3 months. Reversed a 5 year failing trend by the 3 previous managers. Overhauled Help Desk operations and produced repetitively successful processes utilizing existing tools such as Siebel ticketing software and Symposium ACD. Provided incident and problem management for IS organization by chairing meetings, keeping historical records, and collaborating with peers and business partners. Received an excellent rating for improving Security Administration operations, responsiveness and customer service. Maintained 99% efficiency ratings.
Managed operations for an extended Help Desk, with staff in remote locations. Served as system administrator of a new help desk ticketing system, Numara Footprints Facilitated the selection, planning, and implementation of a new IVR phone system. Defined agent roles and call priorities
Implemented the start up of a successful 20 person multilingual help desk in support of JD Edwards World and One World software. Expanded the staff to 22 with direct reports; Drafted and published metrics reports for monthly presentations that highlighted successful fulfillment of SLA's and customer expectations. Identified and represented over 20 KPI's through the use of graphics. Created a help desk knowledge management system by documenting over 150 technical procedures. This resource was utilized by all help desk personnel and was vital in ensuring a common level of high service for customers.
Successfully reversed the chronic failing trends of a 5 person security administration staff by reducing overall security findings by 85% within the first 90 days. Revised over 20 procedures and guidelines to ensure success. Streamlined user account management (add/delete/modify) process through the incorporation of a new online user request form. Oversaw a year-long project to correct 154 SAP security findings inherited from previous management. Coordinated efforts between Production, Development and third party vendors to resolve all issues and pass the next audit.
Hired and trained a start up team of 8 Unix help desk analysts. Managed daily help desk operations for over 20,000 customers, totaling over 250,000 annual calls. Provided local desktop support to 3000 customers on site. Documented training manuals, totaling over 1000 technical procedures.
Provided technical support and customer service as a telephone analyst for Boston Market restaurant franchises. Processed customer calls and e-mails. Resolved technical issues in MS-DOS and MS-Windows. Assisted restaurant managers with processing store inventory balances.
Specialized in foreign language communications. Activities included regular RC-135 airborne duties, transcription, data entry, and word processing. Conducted extensive operation of radio equipment. Graduated from survival school and advanced tactical training. Additional duties included Unix and Windows system administration. Also maintained supply chain and physical inventories of computer network equipment and supplies.
IT Support Manager overseeing operations and strategic planning for a virtual support team. Directs remote IT support operations for the Western Comcast Division. The remote support team includes employees in Minnesota, Colorado, Texas, California and Oregon.
Help Desk manager for an 85-person technical support help desk that resolves issues for online learning programs, and students, ranging from K-12 to collegiate bachelors and graduate level programs.
Linguistics
Bachelor of Arts
Concentration: English
Activities: Military studies
Bachelor of Arts
Concentration: English
Technology, Russian language, leadership