Christopher E. Johnson adwi3f@r.postjobfree.com • 216-***-****

Help Desk Manager LinkedIn • Euclid, OH

Tech-savvy professional IT leader with history of successful consulting, managing, developing, and implementing multiple technologies in diverse industries. Extensive experience in execution of project management activities with implementation of projects, IT business process strategies, and improvements. Proven track record of managing, developing and implementing robust solutions to maximize sustainable operations and drive profitable growth. Ability to resolve customer queries in a timely manner to improve satisfaction. Known for configuring and upgrading wireless networks and products. Unmatched ability to manage all data servers, email, communication systems, laptops, software, and desktop support for students, staff, and faculty, and for coordination with corporate CIO.

TECHNICAL PROFICIENCIES

Hardware: PC, Laptop, SAN hardware, Cisco routers/switches/WAPs, IDE & SATA HDs, CAT5 Termination,

HP & Dell servers, Zebra printers, Intermec scanners, Samsung/Nortel/Cisco telephony equipment

Software: ServiceNow, MS Office Suite 97 -2016, Ghost Server, VERITAS backup, MS Virtual PC, MS Axapta,

Symantec Antivirus, MS SharePoint, SCCM, Windows Live Meeting, MS App-V, Electronic Health

Records, Cisco Jabber, MS Lync, PearsonVue, Prometric software, Oracle EBS

Platform: Windows OS NT/XP/Vista/7/8/10, Server 2000/2003/2007/2008/2008 R2, DOS, Linux, Novell, IOS, Android & Windows Mobile

Networking: RSA soft and hard tokens, TCP/IP protocol, DHCP, DNS, WINS, ARP, FTP, Telnet, DSL/Cable, hubs,

routers (Cisco IOS), cabling, SMTP, POP3, NAT, VPN, VLAN, RIP, Ethernet 802.11abgnac,

LAN/WAN, WAPs

PROFESSIONAL TRAINING

ITIL Training – New Horizons

CAREER EXPERIENCE

Partssource, Inc, Aurora, OH 2021 – Present

IT Support Manager

●Lead a team of 3 team members. 2 Level 1 techs and a System Administrator

●Increasing communication within IT departments via meetings and proactive focus on decreasing silo mentality

●Oversees company IT assets and inventory

●Mentor Help Desk team to imp[rove SLAs

●Implementing new ITSM solution to increase productivity company wide

●Oversees various IT project work within the organization with a concentration on Security and process maturation

●Identify and mitigate company’s ERP software issues between IT and the business to minimize downtime

Vitamix Corporation, Olmsted, OH / Strongsville, OH 2014 – 2021

IT Service Desk Supervisor II (2014 – 2021)

●Lead a team up to 12 level 1 and level 2 help desk technicians

●Increased our ticketing system efficiency by 65% since promotion in 2014 including reducing the amount of open tickets in the system to less than 10 / week.

●Managed a global footprint within our Service Desk division.

●Increase growth benefiting the business by providing high-level support for international business.

●Contribute to implementing robust maturation processes via constant alignment with business objectives and system functionality.

●Ensure seamless IT and business operations by developing coordination between IT and the Business organization.

●Leverage advanced skills in providing effective PCI training and compliance throughout organization to boost awareness on data security policy and procedures.

●Deliver exceptional expertise in educating end-users through implementation of security protocols for service desk to save organization from potential risks.

●Resolve customer issues by establishing effective interface between internal customers, key stakeholders, and vendors.

●Improved overall customer satisfaction score of 95% in 2016 and 2017 by monitoring staff, customer wait and resolution time to ensure accomplishment of all SLAs.

●Delivered leadership support in supervising various operations, including hiring, training, evaluation, and development of the Service Desk Technicians.

●Identified, prioritized, and resolved potential queries by implementing continuous improvement and suggestions for Service desk activities.

●Fostered strong customer relationships and maximized continual performance positive feedback through execution of effective framework.

●Aligned service levels and established performance standards through collaboration with IT clients’ services to develop and manage escalation process; composed documents as well as metrics.

●Identified and orchestrated in-depth root cause analysis by producing statistical reports on IT requirements.

●Ensured approval of all appropriate changes and implementations and monitored business impacts by orchestrating CAB meetings with other departments in IT.

●Established timely distribution through execution of bi-weekly payroll processing to ensure seamless finance operations of organization.

Service Desk II Technician (2013 – 2014)

●Identified and mitigated potential issues in a timely manner by supervising call center operations.

●Provided robust solutions by dynamically reporting and monitoring generated tickets by utilizing ServiceNow.

●Drove assistance in repairing and configuring Zebra printers throughout deployment process to maintain low to mid-range printing volume.

●Enabled administrators to manage deployment and security of PCs across the enterprise by utilizing SCCM.

●Delivered expert-level hardware product support by coordinating with vendors.

●Resolved common network issues by troubleshooting through utilization of physical and logical diagnostic tools.

●Implemented and installed new user equipment due to moves/construction, conducted IT equipment inventories, and updated associated databases.

Remington College - Cleveland East & West Campuses, Maple Heights/North Olmsted, OH 2003 – 2013

CNA Department Chair, Local Technology Coordinator Supervisor, Instructor

●Drove assistance in repairing defected laptops for nationwide campuses to ensure seamless lab operations.

●Enabled smooth and secure channel communication by installing, as well as configuring, new servers and desktop systems for northern region.

●Centralized resources and security administration via Active Directory management as well as executed Group Policies for over 550 users.

●Improved curriculum by contributing in development of CNA program.

●Fostered long-term business relationships by communicating with corporate IT associates in network remediation projects.

●Assisted students in passing exams by installing and configuring medical and dental software.

●Delivered effective technical support training sessions to newly joined employees by developing user manuals.

●Provided assistance in revamping and updating installation of new network devices, including servers, switches and WAPs.

EDUCATION

Associate Degree – Computer Networking Technology

Remington College, Cleveland, OH

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