Michael A. Johnson

Michael A. Johnson

Michael A. Johnson | IT Support Manager at Comcast

Location
Greater Denver Area
Industry
Information Technology and Services

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Michael A. Johnson's Overview

Current
Past
  • Help Desk Supervisor at Istonish
  • Supervisor, IT Security at Janus
  • Unix Help Desk Supervisor at Qwest Communications, Denver
  • Analyst, IT Help Desk at Boston Chicken
  • Cryptologic Linguist at United States Air Force
Education
Connections

500+ connections

Websites

Michael A. Johnson's Summary

Technical support management professional with over 10 years experience in delivering successful technical support to organizations and end users in diverse industries ranging from education, retail, telecommunications and finance.

Specialties

- Strong leadership of individual employees and effective teams
- Use of performance metrics to measure and drive success
- Knowledge and application of ITIL principles
- Management of technical support operations

* Email me today and together we can see how I can fit your needs.

Michael A. Johnson's Experience

IT Support Manager

Comcast

Public Company; 10,001+ employees; CMCSA; Media Production industry

April 2013Present (1 year 6 months)

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

Pearson eCollege

Public Company; 201-500 employees; E-Learning industry

July 2009April 2013 (3 years 10 months) Centennial, CO

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.

Support Services Manager

The Sports Authority

Privately Held; 10,001+ employees; Retail industry

February 2008June 2009 (1 year 5 months)

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.

Technical Support Manager

Colorado Community College System

Educational Institution; 1001-5000 employees; Higher Education industry

April 2006February 2008 (1 year 11 months)

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

Help Desk Supervisor

Istonish

Privately Held; 51-200 employees; Information Technology and Services industry

August 2004April 2006 (1 year 9 months)

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.

Supervisor, IT Security

Janus

Public Company; 1001-5000 employees; jns; Investment Management industry

20012004 (3 years)

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.

Unix Help Desk Supervisor

Qwest Communications, Denver

January 1998January 2001 (3 years 1 month)

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.

Analyst, IT Help Desk

Boston Chicken

January 1998March 1998 (3 months)

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.

Cryptologic Linguist

United States Air Force

Government Agency; 10,001+ employees; Defense & Space industry

November 1984January 1998 (13 years 3 months)

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.

Michael A. Johnson's Courses

  • Independent Coursework

    • Unix System Administration

Michael A. Johnson's Volunteer Experience & Causes

  • Volunteer Experience

    • Technical Support / Reader

      Reading for the Blind & Dyslexic
      • Education
      March 2004 July 2006 (2 years 5 months)

      Provided reading services in the recording of academic text books. Coordinated schedules for recording electronic audio files and updated tagging for existing audio texts.

  • Volunteer Interests

    • Causes I care about:

      • Civil Rights and Social Action
      • Education
      • Health
    • Organizations I support:

      • LEARNING ALLY -- formerly Recording for the Blind & Dyslexic (RFB&D)

Michael A. Johnson's Skills & Expertise

  1. Software Documentation
  2. Technical Support
  3. ITIL
  4. Help Desk Support
  5. Security
  6. Vendor Management
  7. Troubleshooting
  8. Management
  9. Customer Service
  10. Windows
  11. Program Management
  12. Training
  13. Disaster Recovery
  14. Leadership
  15. SharePoint
  16. Customer Satisfaction
  17. Telecommunications
  18. Process Improvement
  19. Team Leadership
  20. Operations Management
  21. Call Centers
  22. Data Center
  23. Networking
  24. Call Center
  25. Active Directory
  26. Visio
  27. Computer Hardware
  28. Windows 7
  29. XP
  30. System Administration
  31. Microsoft Exchange
  32. Windows XP
  33. Team Building
  34. Team Management
  35. Project Planning
  36. IT Service Management
  37. Help Desk Management
  38. Unix
  39. IT Management
  40. Start-ups
  41. Change Management
  42. IT Operations
  43. Incident Management
  44. Knowledge Base
  45. Virtual Teams
  46. Documentation

View All (46) Skills View Fewer Skills

Michael A. Johnson's Certifications

  • ITIL Foundation

    • EXIN
    • License 900660
    • February 2009

Michael A. Johnson's Languages

  • English

    (Native or bilingual proficiency)
  • Russian

    (Limited working proficiency)
  • Tagalog

    (Limited working proficiency)

Michael A. Johnson's Education

The Citadel

Bachelor of Arts, English

19801984

Defense Language Institute

Linguistics, Russian Language

19851985

47 week intensive training course in Russian language skills (aural comprehension, speaking, and reading)

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