Michael A. Johnson
Michael A. Johnson | IT Support Manager at Comcast
- Greater Denver Area
- Information Technology and Services
Michael A. Johnson's Overview
- IT Support Manager at Comcast
- The Citadel
- Defense Language Institute
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.
- 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
Public Company; 10,001+ employees; CMCSA; Media Production industry
April 2013 – Present (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
Public Company; 201-500 employees; E-Learning industry
July 2009 – April 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
Privately Held; 10,001+ employees; Retail industry
February 2008 – June 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
Educational Institution; 1001-5000 employees; Higher Education industry
April 2006 – February 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
Privately Held; 51-200 employees; Information Technology and Services industry
August 2004 – April 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
Public Company; 1001-5000 employees; jns; Investment Management industry
2001 – 2004 (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 1998 – January 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
January 1998 – March 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.
Government Agency; 10,001+ employees; Defense & Space industry
November 1984 – January 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
- Unix System Administration
Michael A. Johnson's Volunteer Experience & Causes
Causes I care about:
- Civil Rights and Social Action
Organizations I support:
- LEARNING ALLY -- formerly Recording for the Blind & Dyslexic (RFB&D)
Michael A. Johnson's Skills & Expertise
- Software Documentation
- Technical Support
- Help Desk Support
- Vendor Management
- Customer Service
- Program Management
- Disaster Recovery
- Customer Satisfaction
- Process Improvement
- Team Leadership
- Operations Management
- Call Centers
- Data Center
- Call Center
- Active Directory
- Computer Hardware
- Windows 7
- System Administration
- Microsoft Exchange
- Windows XP
- Team Building
- Team Management
- Project Planning
- IT Service Management
- Help Desk Management
- IT Management
- Change Management
- IT Operations
- Incident Management
- Knowledge Base
- Virtual Teams
Michael A. Johnson's Certifications
- 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
Bachelor of Arts, English
1980 – 1984
Defense Language Institute
Linguistics, Russian Language
1985 – 1985
47 week intensive training course in Russian language skills (aural comprehension, speaking, and reading)
Michael A. Johnson's Additional Information
Russian Language, Tagalog language, Shortwave Radio, Stoic Philosophy, Meditation, Power Lifting, Indoor Rowing, Boxing
- Groups and Associations:
Help Desk Institute Citadel Alumni Association Colorado Community Church Tech Republic Reading for the Blind and Dyslexic International Stoic Forum
- Honors and Awards:
Honors Graduate - Air Force Leadership School
Contact Michael A. for:
- career opportunities
- consulting offers
- new ventures
- expertise requests
- business deals
- reference requests
- getting back in touch