Robin Johnson, MBA, PMP

**** ***** ****** **** *** Las Vegas, NV 89129 702-***-**** acqbgg@r.postjobfree.com

Information Systems Management Professional

Information Systems Management, Business Analysis, Project Management, Technology, Education, and Training

IT Professional with over ten years of experience in Information Systems Management, Technology, Education, and Training.

Strong communication, planning, analytical, problem solving, and presentation skills.

Advanced proficiencies in data collection, confidence intervals, histograms, correlation, and regression analysis.

Recognized for the innate ability to improve business processes through service management methodologies including ITIL and Six Sigma, to achieve organizational objectives, and to meet customer requirements and expectations.

Implement Best Management practices with focus on Service Lifecycle Management and Continuous Process Improvement.

Casino, Gaming, and Hotel experience with a key emphasis on multi-level support of all computer systems and applications.

Accomplished educator, well versed in increasing student enrollments through peerless teaching techniques; consistently received excellent evaluations from students and co-workers.

A leader in multi-tasking abilities, and in prioritizing, and demonstrating excellent follow-through on projects and assignments.

EDUCATION & CERTIFICATIONS

Master of Business Administration (Honors, GPA: 3.86/4.0), Business Administration, University of Phoenix

Bachelor of Science, Information Systems Management, York College

Project Management Professional

ITIL v3 Foundation

Network+, A+

EXPERIENCES AND ACHIEVEMENTS

MGM RESORTS INTERNATIONAL, Las Vegas, NV 2004 – Current

Network Operations Analyst 2012 – Current

Monitor and manage all corporate systems under Information Technology Network Operations Center’s scope; assist the technical team in meeting SLA targets and objectives by analyzing issues, managing events, establishing priorities, and proactively anticipating consequences. Responsible for the entire assigned incident ticket resolution system within SLA predefined time limits, or to the point of escalation. Keep management and end users apprised of major system/application issues. Write and update the technical knowledge base to help maintain the team’s efficiencies, and to assist in expediting incident resolution. Train new analysts in departmental procedures, processes, and standards.

As required, perform monthly server reboots for patch installs and maintenance, ensuring systems remain operational and current.

Perform troubleshooting tasks including stopping and starting interfaces, reviewing system drives, and clearing files to gain space for efficient application performance. Monitor/update corporate backup procedures and strategies.

Monitor the paging system/application outages, and providing updates to IT departments.

Network Security Specialist 2006 – 2011

Controlled access and identity management of all user accounts including gaming, hotel, and corporate; granted access according to department, title, and location of users. Maintained event awareness, and the status of programs, priorities, and issues.

Selected as a key team member of the Opera Go Live project, working directly the Lead PM/BTP’s.

Recognized for providing timely resolutions to support mission-critical application users, using exemplary communication and documentation skills.

Routinely managed multiple tasks simultaneously, and tracked multiple initiatives.

IT Specialist 2004 – 2006

As a Tier 1 Specialist, achieved laudable levels of productivity by managing more than 600 calls per week. Resolved complex issues and provided exceptional customer service. Escalated issues as required, maintaining constant communication with customer and technical teams. Used the knowledgebase to record and track issues. Assisted IT staff members to resolve issues; managed emergency situations quickly and efficiently. Delivered concise direction and message to clients.

HHS, KINGS COUNTY HOSPITAL, Brooklyn, NY 2002 – 2004

Computer Instructor

Developed a curriculum and course outline that included goals, and objectives. Conducted individualized instruction based on student needs. Conducted training using conventional materials and audio/visual aids to assist students in satisfactorily completing course material. Maintained a strong technical proficiency of changing technology and new product lines using trade publications, and attendance at conferences/seminars.

LICENSES

Nevada Gaming Control Board

Michigan Gaming Control Board

PROFESSIONAL ORGANIZATIONS

Member, Project Management Institute, Southern Nevada Chapter

Member, Lambda Sigma Chapter, Delta Mu Delta International Honor Society in Business

TECHNICAL PROFICIENCIES

Systems: SCOM, Spectrum, VMWare, Windows Server 2010 & 2012, Active Directory, UNIX, AIX, AS400, Tandem, Citrix, Control-M

Protocols: TCP/IP, SNMP, NETBEUI, FTP, IPX/SPX, DHCP, NCP, SMB, VPN/PPTP

Software: Workday, MS Office, Kronos, Stratton Warren, IAP, FaxPress, Showcase Strategy, CTS-HR LOGIX, Maximo, Clarity, TimeWorks, Infinium, Remote Expense, Filenet, Cognos Finance, MS SQL Management Studio, MS Project

Hardware: IBM Compatible PC’s and Laptops, Ethernet and Token Ring adapters, cabling

POS: Infogenesis, Micros, NSB, Epicor

Gaming & Hotel: Title 31, CMS, LMS, Stratus, OPERA, Players Club, Machine Accounting, Avero, Microflex, Lasata, ITRAK, Table Manager, EZPAY, Wizard Acres, Cage Filenet, Bartech, Aprimo

Standards: ISO 20000, ISO 27000, ISO 9001

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