Manager Service
Resume:
Michael Johnson
ca.linkedin.com/in.AMichaelJohnson *******@*****.***
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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