Production Supervisor
Resume:
Michael Johnston
Westfield, MA 01085
***********@*****.***
www.linkedin.com/pub/michael-johnston/60/801/1ba/
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Summary:
Highly skilled professional manager with successful background in IT,
Project Management, Business Analysis and Call Center management. Proven
leader within diverse teams and environments with well-developed
communication and problem solving skills. Able to interact with and
influence individuals on different levels to achieve objectives.
Experienced in working within a global team structure. Performs
effectively in fast-paced or deadline driven environments.
Career History:
Aetna Inc Oct 2008 - Dec 2012 - System Support Supervisor
Primarily accountable for the management of multiple teams and the day to
day support of associated critical applications. Collaboration with
business owners to prioritize system enhancements and deliver valued
application change in a timely and cost efficient manner. Partnering with
various IT stakeholders to ensure quality delivery of a solution that is
fit for purpose and meets expectations. Accountabilities include:
. Adhering to CMMI industry best practice standards
. Enterprise Release Management and navigation of Aetna Software Change
Mgmt Lifecycle
. Issue resolution of Aetna critical applications via internal Problem
/ Issue Management tool with strict adherence to Service Level
Agreements.
. Escalation Management, keeping Snr Mgmt appraised with regard to
current or potential problems with meaningful, concise detail.
. Management of a remote Connectivity Call Center team supporting all
external Plan Sponsor facing systems
. Analysis and review of team metrics applying analytical thinking to
identify opportunities for efficiencies, or avoid potential problems
. Management of a diverse team including 13 Aetna Employees, 6 onshore
vendors & 9 offshore vendor resources.
o Accountable for recruiting within the team and maintaining
appropriate staffing levels and training
o Employee performance management, evaluation and compensation
o Work assignments and workload balancing
. Part of the Aetna Manager and Supervisor Leadership team
Aetna Inc Oct 2003 - Dec 2008 Senior Application Help Desk Analyst/
TeamLead
. As an individual contributor, provided customer support as a Subject
Matter Expert for all Aetna, external facing systems
. In support of system enhancements provided detailed analysis of
potential impacts of change within those systems
. Functioned as a team lead for the Etech Call Center (30+ CSRs).
. Managed the interview and hiring process for contingent workers used
to staff during increase call volume periods
Aetna Inc 2001 -2003 Application Help Desk Analyst
. Provide first line customer support for multiple external products.
. Accountable for personal call center metrics
. Demonstrated mastery of application product suite that supports our
customers
IBS Interactive, Huntsville, AL - PC Technician, May 2000 - December 2000
Experienced technician assigned to Aetna Inc to assist in their NT4.0
rollout project. Responsibilities included:
. Auditing of user's computer backing up of all files, loading and
configuring NT4.
. Loading all applications, the return of all personal data to computer
and testing.
. Follow up with users to ensure success and resolve issues if needed
. Assist the Helpdesk team by troubleshooting a wide range of problems
for the users they support.
Hallmark TotalTech Inc. July 1999 - Feb 2000 Computer Technician,
Assigned to Connecticut Department of Transportation to assist in Y2K
upgrade and in migrating their current network to Windows NT4.0.
Responsibilities included:
. Loading and configuring Windows NT and other software
. Setting up and deploying new computers and accompanying hardware
. Resolving hardware and software conflicts, service calls.
Greif Brothers Corporation, 1986-1998 Shift Supervisor/Leadman
Accountable for the smooth operation of the shift consisting of 15-20
employees with responsibility for:
. Production line setup, minor maintenance, shipping and receiving,
. Implementation and monitoring of quality and process controls, safety
of employees and MSDS. Trained and evaluated new employees and was
trained to handle hazardous materials.
Greif Brothers Corporation, 1979-1986 Machine Operator
Duties included safety checks for machinery, shipping and receiving,
producing invoices, daily runs, some maintenance, repair and operation of
various pieces of machinery additionally cross training to operate 20
different job specific machines, licensed to operate fork and clamp trucks.
Education & Training:
Aetna - Various Leadership development programs and associated management
programs
Springfield Technical Community College, Springfield, MA
UNIX Survival Skills: Using UNIX, 2000
Holyoke Community College, Holyoke, MA
Windows NT4 Installation and Configuration, 1999
Massachusetts Career Development Institute, Springfield, MA
A+ Computer Technician Certification, 1999
Career Point, Holyoke, MA
Introduction to Word97, Introduction to Excel 97, Introduction to Access,
1999
University of Massachusetts, Amherst, MA
General Studies, 1974 - 1975
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