David Aaron Johnson

IT Manager - End User Compute and Frontline Support

Contact Information: 812-***-**** -adieot@r.postjobfree.com - LinkedIn 18981 Big Circle Drive,Noblesville, IN 46062

Career Profile

I am a highly motivated customer and business focused technology leader with 6 years experience in managing technology departments, 12 years in leading technical personnel and 16 years supporting end users. My background includes cross department leadership, team leadership, managing small to large projects and both client side and infrastructure administration. I am a results driven individual who believes in improving productivity to support specific business objectives while also bringing a customer first mentality. Professional Experience

Strategic Leadership to better align department goals with the business and find ways to deliver more with less.

Tactical Leadership in training subordinates, peers and the user base on how to properly perform a task and show individuals the right way to reach their goals.

Supporting an in-office and remote workforce. Developing strategies to maintain relationships, keeping staff engaged and effective at their jobs while trying to keep the team positive during difficult times.

Communication to the entire corporate and franchise employee base detailing outages, upcoming events, helpful information and release notes through various platforms such as email, Atlassian StatusPage, Confluence Knowledge Base Articles and service tickets.

Vendor management and maintaining relationships.

Project Management of both small and large scale technical tasks. Identifying and navigating past potential risks while delivering results on time.

Google Workspace administration, creation of rulesets, policies, distribution groups and analytics.

Creation and Enforcement of both hardware and software standards to support multiple environments: corporate, company store, franchise and contractors.

Extensive knowledge in hardware and software troubleshooting, repair, configuration and installation.

SCCM experience with the creation of complex task sequences for both image and application deployments, custom software packages utilizing scripts, patch management and proactively analyzing reports to maintain the environment while taking action when necessary based on the results.

Implemented an ITIL focused ticketing system in an Agile environment. Captured metrics and created KPIs which are shared with middle and upper management through various custom reports.

Atlassian Architecture and Administration of Jira Software, Service Desk, StatusPage, and various marketplace plugins to enhance product capabilities. Created workflows, SCRUM and Kanban boards, Service Desk queues and a lot of custom automation.

Holding staff and vendors accountable for staying on task with the agreed upon OLA and/or SLA.

In-depth knowledge of Windows 10 Enterprise, MacOS and IOS. Some Server 2012 R2 and Linux experience.

Implementation and Administration of security suites with device management limiting use of optical drives and USB storage devices..

Developed hardware strategies to stay in alignment with changing technology and business needs.

Asset management experience tracking technology assets and maintaining an accurate inventory of systems, peripherals and software license audits.

Create and maintain documentation of technical processes and End-User self help KB articles.

Active Directory and Exchange Administration.

Some experience configuring Cisco and HP Switch and Router technology. Such as making configuration changes through the CLI for VLANs, loading license files, and troubleshooting interfaces.

VoIP support for Vonage and Cisco Call Manager phones, limited experience working directly with Call Manager Express.

WAP PoE troubleshooting and installation.

Strong understanding of IP Class, Subnetting, and VLANs. Employment History

BYRIDER – Carmel, IN; 02/2015 to Current

IT Manager for Service Desk and Desktop Services (04/2019 to Current) from Desktop Services Manager Manage two departments ranging between 6 to 8 direct reports which we support roughly 1000 corporate and 2000 franchise users for all front line client support needs. Achievements:

● First recipient of the IT “Premium Player Award” for customer service and support for the successful deployment of Jira Service Desk and the Customer Portal which I had to architect, implement, troubleshoot and continue to administer.

● Researched notification systems to replace Twitter and successfully deployed StatusPage.

● Reduced company printing related expenses by more than half. This was accomplished by drastically reducing printer counts, heavily auditing color printing and training people to use monochrome when possible and the growing belief that most things can be done digitally now.

● Created the first professional and useful metric data dumps from the new ticketing system to monitor KPIs that are reported on monthly to upper management. It is now possible to see historical data and track trends along with both department and individual performances.

● Implemented Meraki MDM to track the many Android and IOS based devices along with having device management capabilities to lock down and keep updated remotely.

● Assembled two strong departments with great talent and unique personalities. Have helped 3 of my previous staff move into higher tier positions and another 2 promoted within my departments. Out of the few IT “Premium Player Awards” which began being given out quarterly in Q3 2019, my staff accounts for the majority of winners on the infrastructure side of IT with 5.

● Moved the Desktop Services department out of using a local MDS image deployment process to a more scalable SCCM platform. We took over responsibility from System Operations to maintain OS and application monthly patching, software deployments and auditing. JDSU – Indianapolis, IN; 08/2013 to 02/2015

North America Desktop Services Regional Lead (06/2013 to 02/2015) from Desktop Specialist II Resolved many issues locally and remotely and was counted on to lead close to 9 individuals in North America to keep SLA’s on track, push to have projects completed and to be a helping hand to train those that need it. Some technologies used and supported were SCCM, Active Directory, Wireshark, Putty. Achievements:

● I had to fly to Vancouver, CAN to assist in a site move and ensured all services, data jacks and computers were working by the start of the upcoming work week. Assisted the onsite Network Engineer by mounting equipment and running cables in the new network closet.

● Due to JDSU spinning off into two separate companies, roughly 60% of all IT staff were informed that they would have their employment terminated by July 2015. During this time I had to step up to update over 5000 systems worldwide in an effort to lower costs the company would have had once our EA agreement with Microsoft ended. It took a lot of coordination between APAC, EMEA, the Americas which was headed by myself. I was given the Quarterly Spotlight award for my contribution.

PATTONAIR – Indianapolis, IN; 05/2012 to 06/2013

IT Generalist

Monitored tickets for all North, Central, and South American locations. Also tasked to repair and install all hardware such as Wyse terminals, computers, printers, monitors and network equipment. Achievements:

● Our file and print server crashed so I had to work roughly 32 hours over a weekend to completely rebuild.

● With the old file and print server, I upgraded the OS from 2003 to 2008 R2 and converted it to a Management server. The following applications were installed, MS SQL 2008, Microsoft Imaging Service, WSUS, Kaspersky Anti-Virus Admin Client, Broadcom and Microsoft Deployment toolkit along with all needed roles and features. This significantly increased functionality of our Indianapolis location since we no longer had to pull directly from Fort Worth, TX.

● Implemented Open Audit which not only tracks inventory but was also a great troubleshooting tool to gather information such as installed software, serial numbers of computers and monitors, computer names, IP addresses, etc.

● Diagnosed a complex issue with the Zylab server which used Kofax to receive scans then stored them securely on the server. People were not able to pull up any of the new scanned documents through the Zylab application. I noticed that for some unknown reason the driver for the USB security dongle for Kofax had uninstalled itself. After the driver was installed, all functionality was restored. While the server was down I swapped out the RAM and Flash from the old Cisco ASA router to the new to retain configuration. I then had to telnet in and run the commands to import the licenses. These tasks would normally be done by a network engineer.

● Played a vital role in a facility move and was the only onsite technician. This project took several months to complete. Some of the tasks I had to complete were: Assisted AT&T and Verizon with the installation of 5 circuits to support our infrastructure. Configured our Sonicwall, DSL modems, Cisco and HP routers, PoE Core and Edge switches. Installed 5 Meraki access points in a warehouse environment. Managed the two contractor groups in getting the cabling and terminations correct. Installed and helped to configure all new servers, phone and network equipment.

SPRINGLEAF FINANCE – Evansville, IN; 12/2005 to 02/2012 Senior PC Technician (02/2007 to 02/2012) from PC Technician I Responsible for hardware and software installations, configurations, and repairs. I also trained new employees and helped lead large projects such as lease replacements and disaster recovery setup. Was trusted to keep an updated inventory database, chargeback sheets, and asset monitoring for over 7000 employees.

Certifications

● MICROSOFT CERTIFIED PRODUCT SPECIALIST: MICROSOFT CERTIFIED PROFESSIONAL

● MICROSOFT CERTIFIED TECHNOLOGY SPECIALIST: WINDOWS 7, CONFIGURING

● COMPTIA A+

● COMPTIA NETWORK+

● ITIL V3 FOUNDATION

College

ITT TECHNICAL INSTITUTE – Newburgh, IN

Associates Degree in Applied Science - Computer Network Systems, 2005 GPA: 3.79/4.0

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