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Customer Service Manager

Calgary, Alberta, Canada
January 16, 2018

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Michael Johnson


Information Technology Professional

Results oriented IT professional with experience in incident, problem, and change management, ITIL service delivery, and project management. Stellar track record with achieving excellence in customer experience and satisfaction, technical writing and documentation, technical support and troubleshooting, technical training, and service desk processes. Strategic thinker with superior root cause analysis, reporting and data mining experience, process mapping, gap analysis, and presentation skills.

Experience that brings measurable value

Hewlett Packard (EDS) - Calgary, AB

Multiple Roles 2001-2014

Project Manager 2013-2014

Project Manager on transition of Field (desktop) support to HP for Met Life US (30,000 users). I was responsible for the creation of project plans and time lines, driving completion of deliverables to those time lines, process mapping and gap analysis,creating and presenting progress reports, and conducting meetings with stakeholders to ensure a successful transition. Conducted business case verification and QA data flow testing of implemented solutions to verify business and DoD requirements met. I was also the HP project lead for the Windows 7 pilot and and Phase 1 roll-out. I identified process gaps and worked with Met Life to close these then created documentation on the new processes and developed/led the training of HP technicians on these.

Account Delivery/Service Delivery Coordinator 2012-2013

Supported Suncor as the onsite SDC responsible for managing onsite data centre staff (12), creation of reports regarding data centre operations, billing and invoicing, and presenting reports/proposals to Suncor management. I attended Suncor and HP change (CAB) meetings potentially impacting the data centre of HP services at Suncor, identified and implemented process improvements for data centre operations, and improved the client reports to more accurately identify work done and value added. I assisted with the development and and presentation of RFPs surrounding HP services at Suncor.

Problem Manager 2011-2012

Onsite Problem Management Lead and process owner for Talisman Energy in Calgary. I conducted root cause analysis (RCA) for identified problems and major incidents. Hosted weekly problem management with customer to present investigation findings, recommendations, and review progress on resolution/mitigation of completed investigations. I implemented a proactive problem identification process based on incident and alert analysis as well as participating in monthly presentations to senior Talisman executives on Problem Management activities.

Incident Life-cycle Coordinator 2009-2011

ILC for TransAlta responsible for incident and problem management, process improvement, custom reporting, and onsite liaison between the Help Desk and TransAlta. I led weekly and monthly meetings with all stakeholders to review incidents, identify root causes, implement resolutions, monitor for trends, and ensure that problems/incidents were dealt with in a timely manner. Responsible for communicating updates of major outages to executive group and hosting meetings to provide information/updates to senior leadership. Attended Change Advisory Board (CAB) meetings as Help Desk representative and functioned as Back-up Change Manager responsible for ensuring that scheduled and emergency changes went through the change process smoothly and with minimal impact in Change Manager's absence.

Transition Lead – Government of Alberta (GoA) Account 2007-2009

Responsible for migrating multiple GoA Ministry Service Desks to one consolidated Service Desk. Conducted business analysis on current ministry service desk processes and needs, identified gaps to contracted services, worked with stakeholders to resolve these, tested and documented new processes, and received sign-off on these. Assisted with the scrubbing of ticket data for migration to a new CRM system and was involved with the design of ITSM 7 classification hierarchy. I trained service desk on GoA processes, provided advice and leadership about customer service, GoA internal processes, and systems troubleshooting. I was recognized by EDS/HP and the GoA for the training materials and operations manuals I created for the Service Desk related to the ITSM 7 roll-out. I also aided in development and implementation of a simplified Problem Management process, standardized knowledge base template for GoA Service Desk, and led the review to identify and eliminate unnecessary steps from end user IMAC process. Worked with Service Alberta to implement a new knowledge management structure on SharePoint in support of ongoing COBIT audit processes.

Service Desk Manager 2006-2007

Managed two teams of leveraged service desk staff (18 agents and 3 team leads) supporting multiple clients across North America using multiple ticketing/CRM systems. Responsible for all aspects of staffing, training, and reporting on service desk activities as well as preparing financial statements regarding client billing and contractor hours for SOXA compliance. Assisted with implementation of Active Operations Management (AOM) on the service desk to help improve agent productivity, assist with scheduling, and more effectively use service centre's resources.

Reporting/Data Analyst 2005-2006

Supporting Weyerhauser, I was responsible for producing standard weekly, monthly, and quarterly reports and troubleshooting/resolving any issues with them. I also created standard reports on demand and custom reports as required from multiple databases using SQL and VBA.

Incident/Problem Manager 2003-2004

Performed incident Queue Management activities, root cause analysis (RCA) on major incidents, conducted data analyses on operational team's activities for metrics and trending reporting for Huntsman Chemical. On-call Incident Manager responsible for ensuring proper support teams engaged, resources assigned were sufficient, hosting technical support line bridge, and providing updates to executive group.

Service Desk Analyst, Team Lead, Supervisor 2001-2005

Multiple roles on a leveraged Service Desk supporting multiple clients across North America using multiple ticketing/CRM systems (ITSM, Remedy, Vantive, Service Center). Input, resolved/dispatched, and tracked user's calls to ensure timely resolution and allow for reporting based on ISO principles. Assisted with implementation of new Service Center tools and processes to bring in line with ITIL methodology. Served as SME for numerous applications and processes, and created and maintained knowledge articles and client resolutions under IQMS processes (ISO2001) to ensure service desk was able to resolve issues for which a fix had been identified. Participated in numerous IT process audits to maintain ISO certification.

Bank of Nova Scotia - Calgary, AB

Internet Security Specialist 2000

Tier II support for online banking customers utilizing ScotiaBank's custom P2P security software system responsible for assisting users resolve connectivity issues. Worked with software's design company (Nortel) to investigate issues and design resolutions to more complex problems. Utilized Solution Builder and CITS to track client problems and produce database of resolutions and fixes for front line customer service agents.

Applied Gaming Solutions (AGS) - Calgary, AB; Hanoi, Viet Nam

Hotline Specialist, Systems Operations 1998-2000

Responsible for project planning, creation of training materials, facilities set up, and training of Hotline (Help Desk) for Hanoi Lottery project. Trained 16 Hotline Operators on computer operations, Help Desk procedures, troubleshooting of lottery terminals, and data entry/report generation. Worked with Hanoi Lottery Corporation to define requirements and equip physical space/telephony in support of Hotline and then set up and configured Hotline's computer systems and network. Tracked help desk calls utilizing REMS, Oracle database, Ericsson Business Phone, and AWI custom lottery software. After sign-off/handover of Hotline, assisted with training of Computer Operations Operators on lottery mainframe (UNIX) systems and lottery processes, and completed documentation of of Operations' processes. Conducted Y2K readiness testing and certification of lottery computer systems.

Education & Certifications

ITIL v2 Foundation certification, May 2007

Certificate (Honours) - IT Systems Support Specialist; Southern Alberta Institute of Technology. Calgary, AB, September 1998

Certificate - C Programming; University of Calgary. Calgary, AB April 1994

BA History; University of Calgary. Calgary, AB June 1991

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