Michael Johnson

ca.linkedin.com/in.AMichaelJohnson ac86eu@r.postjobfree.com

403-***-****

Information Technology Professional

I am a results oriented IT professional experienced with incident, change, project, and problem management under the ITIL service delivery model. I have a stellar track record achieving excellence in customer experience and satisfaction with technical writing and documentation, process mapping/improvement, technical training, and service desk processes. I'm also a strategic thinker with superior business analysis, presentation, reporting, data mining, root cause analysis, and technical support/troubleshooting skills.

Experience that brings measurable value

GardaWorld – YYC Screening Officer Nov 2018 – Feb 2019

Facilitate passengers/non-passengers and their baggage through the screening process in a courteous, professional manner

Report and assist with resolution of potential issues discovered during screening process

Maintain the efficient flow of passengers while following aviation safety regulations and standard operating procedures

EDS/Hewlett-Packard Multiple Roles Feb 2001 – Nov 2014

Hewlett-Packard – Met Life Project Manager June 2013 – Nov 2014

Created project plan and successfully executed on time and on budget migration of 30k+ US Met Life users at 140+ sites to HP desktop support services

HP project lead on the Windows 7 desktop pilot and and Phase 1 roll-out under Met Life change process

Created and presented progress and status reports, assumptions, and risk assessments/evaluations

Led stakeholder meetings to identify service/process gaps between current and contracted services

Worked with Met Life stakeholders to close identified gaps and guide resolving activities through Met Life change management process

Created HP documentation and manuals for Met Life specific applications, policies, and procedures

Conducted QA and business case testing of implemented HPSM solutions to verify required needs met and regulatory compliance

Trained 130+ HP desktop techs and 50+ “remote agents” on new HPSM and ITIL processes and procedures

Hewlett-Packard – Suncor Account Delivery/Service Delivery Coordinator Apr 2012 – July 2013

Managed on-site data centre staff (12) and on-site liaison for remote application support teams

Identified and implemented ITIL process improvements for data centre operations, and disaster recovery preparedness.

Implemented processes to ensure documents and processes were regularly reviewed and updated

Improved standard reports to the client to more accurately identify work completed and value added

Created and implemented a number of reports that allowed for a data driven review of each operator's contribution to service delivery and identify individual areas of opportunity

Attended Suncor and HP change management (CAB) meetings representing data centre operations and oversaw changes to data centre operations

Prepared and presented monthly report to senior Suncor managers detailing data centre operations

Assisted with the development and and presentation of RFPs surrounding HP services at Suncor

Produced monthly invoices, billing statements, and account financial reports for SOXA requirements

Hewlett-Packard – Talisman Problem Manager Aug 2011 – Apr 2012

On-site Problem Management Lead and process owner for Talisman Energy in Calgary.

Conducted root cause analyses (RCA) on identified problems and major incidents

Hosted weekly Problem Management meeting where RCA findings, recommendations, and progress on resolution/mitigation of completed investigations was summarized

Cleared backlog of open Problem investigations in HPSM (greatly increased customer satisfaction for Problem Management on Voice of Client survey)

Implemented proactive problem identification process with some support teams in HP Service Manager that led to a 22% reduction in alerts for them

Presented a summary of Problem Management activities at monthly IT Delivery meetings to senior Talisman executives

Hewlett-Packard – TransAlta Incident Life-cycle Coordinator Sept 2009 – Aug 2011

ILC at TransAlta for incident and problem management, process improvement, custom reporting, and on-site liaison between the Help Desk and TransAlta

Back-up Change Manager responsible for ensuring that scheduled and emergency changes went through the change process smoothly and with minimal operational impact

Hosted/Led technical bridge for resolution of Major Incidents and communicated updates on major outages to executive group and senior leadership

Recognized for work in support of Windows 7 roll-out project

Led weekly and monthly meetings to review incidents, identify root causes, implement resolutions, monitor for trends, and ensure that problems/incidents had been resolved in a timely manner.

Attended HP Change Advisory Board (CAB) meetings representing Service Desk and Operations

Back-up Asset Manager responsible for ensuring CIs updated properly during change process

EDS/Hewlett-Packard – Government of Alberta (GOA) Transition Lead May 2007 – Sept 2009

Migrated four GOA Ministry Service Desks to one consolidated ITIL Service Desk.

Conducted business analyses on current ministry service desk processes and needs, identified gaps to contracted services, and then worked with stakeholders to close these

Quality tested and documented all new processes before sign-off ensuring a smooth transition through change management process

Scrubbed ticket data for migration to new CRM system and assisted with the design of ITSM 7 classification hierarchy

Trained 80+ service desk personnel on GOA processes then served as SME on GOA internal processes and systems troubleshooting

Recognized by EDS/HP and the GOA for the training materials and operations/process manuals I created for the Service Desk related to the ITSM 7 roll-out

Aided in development and implementation of a simplified Problem Management process and a standardized Service Desk knowledge base template

Led review to successfully streamline the end user IMAC process and guide it through change process

Assisted Service Alberta to implement a new knowledge management structure on SharePoint in support of ongoing COBIT requirements

EDS – Leveraged Service Desk Manager Mar 2006 – May 2007

Managed two teams of leveraged service desk staff (20+ reports) supporting multiple clients using multiple ticketing/CRM systems

Staffed, trained, conducted Total Call Quality (TCQ) analyses, and reported on service desk activities

Prepared financial statements regarding client billing, service area P&L, and contractor hours for SOXA

Implemented Active Operations Management (AOM) on the service desk to assist with scheduling, improve agent productivity, and more effectively use service centre's resources to improve profitability

Represented Service Desks in clients' Change Management meetings

EDS – Weyerhauser Reporting/Data Analyst Sept 2005 – Mar 2006

Produced standard reports regarding IT operations and activities

Troubleshot/resolved any issues that occurred with produced reports

Produced standard reports on demand (off cycle)

Created custom reports as requested from multiple databases (Oracle) using SQL and VBA

EDS – Hunstman Chemical Incident/Problem Manager Sept 2003 – Dec 2004

Performed incident Queue Management activities (reduced active open incidents by 11%)

Performed root cause analyses (RCA) on major incidents

Conducted data analyses on operational teams' activities for reporting

Represented Service Desk at Change Management meetings

Ensured the proper support teams were engaged, resources assigned were appropriate, provided updates to the executive group, and hosted the technical support line to ensure a speedy resolution of incidents

EDS – Leveraged Service Desk Analyst, NOC Analyst, Team Lead Feb 2001 – Sept 2005

Multiple roles on a leveraged Service Desk supporting multiple clients across North America using multiple CRM systems (ITSM, Remedy, Vantive, Service Center)

Input, resolved/dispatched, and tracked user's calls to ensure timely resolution based on best practises

Assisted with implementation of new Service Desk tools and processes to bring in line with ITIL

SME for numerous applications and processes

Queue manager for incidents escalating tickets for update/resolution

Created and maintained knowledge articles and client resolutions under IQMS processes (ISO2001)

Participated in numerous IT process audits to maintain ISO certification

Regularly recognized for exceeding client's expectations

Bank of Nova Scotia – Internet Security Specialist Mar 2000 – Nov 2000

Tier II support assisting users resolve connectivity issues for online banking customers utilizing Scotia Bank's custom P2P security software system

Investigated and resolved complex P2P issues working with Nortel, software's designer

Utilized Solution Builder and CITS to track client problems and produce database of resolutions for front line customer service agents to access

Applied Gaming Solutions (AGS) – Project Manager (Hotline) Sept 1998 – Jan 2000

Created project plan and training materials for set up of Hanoi Lottery project Hotline (Help Desk)

Trained 16 Hotline Operators on computer operations, Help Desk procedures, troubleshooting of lottery terminals, and data entry/report generation

In cooperation with Hanoi Lottery Corporation defined requirements and equipped physical space in support of Hotline

Installed and configured Hotline's computer systems and network

Tracked help desk calls utilizing REMS, Oracle, Ericsson Business Phone, and AWI custom software

Trained Computer Operations Operators on lottery mainframe (UNIX) systems and lottery processes

Documented Computer Operations' processes and procedures

Conducted Y2K readiness testing and certification of lottery computer systems to successfully ensure there were no issues with the event

Education & Certifications

ITIL v2 Foundation certification, May 2007

Diploma (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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