Customer Service Manager
Resume:
Jeff P. Johnson Mobile:
**** ********** ****, ****** ***** TX 75028
**************@**.*** LinkedIn profile: www.linkedin.com/in/jeffpjohnson1
Information Technology Leader
Execution / Strategic and Tactical Planning / Change Management /
Leadership / Evangelist /Operational Excellence / Customer Service / Social
Media / Process Improvement / Cost Controls
An innovator, recognized for leading teams across technologies to achieve
business profitability and transforming Information Technology teams into a
competitive advantage. Consistently resolves issues during periods of
growth and consolidation.
Key Skills:
Fifteen years Information Technology Experience across all functions
including B2B and B2C
Information Technology Strategy Development and Implementation
Leading people from team level to department size (up to 200 employees)
Recognized problem solver and business partner
Led Information and Technology departments in North and South America and
in Europe
Technology Evangelist
IT Communications Leader and Instructor
Vendor Management and Partnering
Executing and delivering upon key success measurements to attain business
results
Highlighted Accomplishments and IT Business Improvement
Drove corporate behavior and culture change: Worked with Nokia CEO to
develop a change management campaign to drive company culture from a
passive company to highly charged, accountable and inspired company looking
to challenge the old mentality.
Drove strategy implementation: Created an "Evangelist" Technology network
to coach, inspire and drive changes internally throughout business units
and IT. Selected and trained change agents and leaders.
Mergers and acquisition. Nokia bought five startup companies with vastly
different technologies, business models and cultures. Created cohesive IT
and business plan and brought them together successfully. Created an
atmosphere of cooperation and success.
Created and implemented IT Support Business Model. Involved staff in many
successful joint campaigns with business groups increasing employee
business achievements in North America.
Ensures teams meet and exceed defined service level agreements on time and
on budget with increased employee morale.
Increased Employee Morale: Created action plans to engage, include and
activate low scoring employees and departments. Worked cross functionally
with multiple business unites. Program improved declining morale in a
declining market.
Increased Customer Satisfaction: Proactively used existing measurements and
high visibility activities to target specific customer complaints. Not only
improved customer service but increased employee morale.
Aligned IT to be a true business partner: President of North America
challenged leadership to become more involved and innovative. Took IT
department from an afterthought to a having a key seat at the table.
Trained employees including sales and marketing on how to use existing
mobile technologies to improve productivity.
Career History
Communications Technology Consultant, Deloitte, April 2014
Develop change management campaigns targeted at key internal
stakeholders in support of the Global Digital transformation.
Engage global, regional, and member firms in transitioning to the
new digital platform
Develop and facilitate on-going community of practice
communications which include, webcasts, live streaming, conference calls,
in-person meetings, and training sessions with key stakeholder and internal
client communities.
Collaborated with various channel managers to develop relevant
channel-specific materials to ensure to ensure strategic alignment of
technology with content development and the brand strategy.
IT and Communications Consultant, Dallas, ETD Productions 2013, Provided
Technology and Communications strategic plans for companies globally.
Social media and video production
Aligning business groups with technology and communications
Bringing Strategy into reality
NOKIA IT Career: January 1999 - December 2012
Head of IT Communication and Marketing and Sr. Communications Manager
(Roving Reporter), London, UK, Nokia 2011 - 2012.
Provided strategic counsel to the IT leadership team during reorganization
and leadership change in regards to communication and marketing.
Led matrixed team of 20 individuals representing global IT Department of
approximately 2700 technology employees
Aligned a very dispersed functional team in our IT message and methods.
Interviewed Executive Leaders including the CEO for informative videos
stressing company mission. Viewed and discussed globally. Wrote and
directed videos with professional film crews.
Head of IT (Regional CIO) - United Kingdom, Nokia, 2010-2011. Single point
of contact and responsible for all IT related activities within the United
Kingdom.
Led a team of 175 internal employees and external partners.
Led IT Technology: Vendor Management, Data Center, Network Infrastructure,
Application Development, Application Support, Mobility, Business
Development and Strategy Implementation to name a few.
Championed a collaborative culture from a dispersed tribal mentality within
IT.
Selected to the UK Leadership team to better support for the UK teams and
customers.
Focused on business success, personal accountability and how technology can
increase productivity and profitability
Head of IT (Regional CIO) - Americas, Dallas, TX, Nokia, 2006 - 2010. Led
Information Technology department and responsible for all IT related
activities within North and South America.
Led a team of 200 internal and external partners.
Championed a collaborative culture from a dispersed tribal mentality which
formed an aligned fast acting Information Technology Department.
Created several successful innovative plans that dealt with restructuring,
innovation, out-sourcing and cost reduction.
Increased IT involvement with other departments becoming a true business
partner.
Led Nokia IT companywide in employee satisfaction. Increased overall IT
satisfaction.
Improved relationship between Americas and the global organization.
Led IT Technology: Vendor Management, Data Center, Network Infrastructure,
Application Development, Application Support, Business Development and
Strategy Implementation to name a few.
Quality and Operations Development Manager, Dallas, Nokia, 2003 - 2006.
Managed the process, governance and quality initiatives across Information
Technology in North and South Americas.
Led the rollout of defined portfolio of Platform Services in support of IT
customers
Managed 8 individuals: Communications, Finance and Control and
Relationship Management across North and South America
Implemented several projects focusing on application development bringing a
customer service approach to technology.
Implemented Quality Audits of manufacturing facilities that led to
improvement of productivity.
Service Desk and On-Site Support Management, Dallas, Nokia, 2002 - 2003.
Led Service Desk and On-Site Support team aligning North and South American
IT with Global initiatives and teams.
Increased employee morale and customer satisfaction rates.
Changed culture to align with business.
Managed and led through Out-Sourcing initiatives.
Managed 18 individuals: Service Desk and On-Site Support across the
Central Region of US and Mexico
IT Site Manager, Nokia 2000-2002, Mountain View California.
Led IT department at Nokia's Silicon Valley Site.
Managed a team of 15 internal and 9 external employees with teams of
Service Desk, On-Site Support, Server Administration and Local Area
Network.
The site consisted of several acquisitions (five) focusing on future
business development. This required skills in merging technologies and
cultures. Worked closely with many different business departments to
ensure success.
Nokia was moving from a fragmented IT approach to a global centralized
focus. It was an amazingly challenging time and one of the most fun.
Managed 24 individuals: On-site support, Service Desk, Server
Administration, LAN
Program Team Lead, North and South America, Nokia 1999 external consultant.
Led an external team to migrate company email system for MS Mail to
Microsoft Exchange, install Tivoli remote system and Y2K upgrades. The
team consisted of one individual to make changes to local servers, an
instructor to teach employees to use the new systems and several people to
migrate each client system.
Traveled across North and South America. Routinely surpassed expectation
on time delivery and customer satisfaction. While traveling to each site,
we also mended many other outstanding computer related issues and served as
ambassadors for the Global IT Team. Managed 6 individuals: Server
administration, on-site support, email, training.
IT Consultant, Manpower, 1997-1999.
Worked for the IT consultant company as an IT systems administrator. I
worked for several different companies from Tax/Accounting, Technology, to
Trucking as primarily On-Site Support and Server Administration seeing
different business models and seeing how technology can make those models
work better. Many times I worked as a one man IT department.
District Executive, Boy Scouts of America, 1996-1997.
Worked with local communities to bring a higher level of visibility,
support and participation for Boy Scouts of America in the South East Area
of the local Dallas council. I worked closely with local governments,
schools, churches and parent groups to improve Boy Scouts of America. It
required a great deal of organizational skills and working with Mayors,
Police Chiefs and other leaders of the community while interacting with the
kids and parents. I brought a technology and business understanding
approach which then led me to an IT career path.
Military:
Served as a Non-Commissioned Officer: Infantry in the US Army National
Guard
Distinguished Honor Graduate of PLDC (Army Leadership Course)
Section sergeant of 120mm mortar platoon (led 20 soldiers) and Sergeant of
the Year for the battalion.
Education:
BA from University of Texas, Arlington
Microsoft Certified Systems Engineer (MCSE)
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