Mobile Device It Senior

Charles Huggins III

404-***-**** **********@*****.*** Atlanta, GA

PROFESSIONAL EXPERIENCE

Johnson & Johnson IT Services February 2021-December 2023 IT Senior SalesForce Analyst (Remote)

Salesforce Service, Sales and Marketing Cloud Management

Managed and Implemented Salesforce Lightning and VisualForce to create objects, custom page layouts, custom links, resulting in user productivity and real time data accuracy and enhanced navigation.

Managed access sharing to a hierarchy of users by customizing permissions, role levels and sharing rules between levels. troubleshoot and resolved 100% of support tickets on all levels within expected SLA response time.

Created and maintained reports and visual dashboards to track key performance metrics, using Data Cloud and Tableau CRM (CRM Analytics)

Trained, supported end users on Salesforce functionality (Service Cloud and Sales Cloud) by documenting processes through video Demos. This resulted in a significant decrease in support tickets.

Performed and managed bulk data importation and regularly scheduled data loads, data migration and data export using Data Loader. Autonomizing some of these processes improved data accuracy. State Of Georgia Department of Behavioral Health & Developmental Disability March 2016-March 2019 Lead Wireless IT Specialist Contract Atlanta, GA

Manage the day to day state wide deployment of over 6000 mobile devices (iPhones, iPads, Android and Windows tablets) and coordinating deployment of enterprise business applications using the Airwatch MDM system.

Lead the testing of mobile devices, laptops and peripheral devices while developing an ongoing testing schedule logging/documenting problems, anomalies and collaborating with the mobility team to create solutions.

Key role in rolling out the new DEP (Device Enrollment Process) platform by collaborating with Apple, Verizon and Airwatch on integration, testing and deployment.

Troubleshoot and resolve 100% of highly complex L1-L3 mobile device issues within the expected SLA response time, documenting solutions and escalating when needed..

Lead team in onboarding of Microsoft InTune MDM and the transition Sale Team apps from Airwatch to InTune MDM with 100% success.

Johnson & Johnson Janssen Pharmaceuticals, Inc February 2013-June 2015 IT Senior Analyst Mobility Titusville, NJ

Digital Interactive Technologies/Virtual and Augmented Reality

Provide hands-on technical support, updates and maintenance for Google Glass, Oculus, HoloLens devices and their applications resolving hardware and software issues in its expected response time.

Lead the deployment of Hololens and Oculus devices for a variety of project providing setup, support and training.

Collaborate with multiple pilot teams to produce functionality and ‘best practice’ solutions for HoloLens, Google Glass and Oculus, documenting these solutions in “How to” guides and video demos used for training.

Lead Janssen’s “Innovation Experience” Series by researching, testing and presenting new trends in technology and proposed ideas with business value Janssen can use to enter the market of Augmented Reality, virtual reality, Google Glass and 3d printing.

Troubleshoot device and network connectivity issues that affect Oculus and Hololens applications.

Provide multimedia services in the areas of video editing, and graphic design and logo development Johnson & Johnson McNeil Consumer March 2012-February 2013 Service Management Analyst Fort Washington, PA

FDA Consent Decree/ Skillman Warning Letter

Successfully remediated 100% of process gaps in the areas of Incident Management, Problem Management, and Request Fulfillment for our Critical to Quality Applications

Lead a global, cross functional team to design and implement an in-house metrics tool that produced Functional Performance Monitoring Metrics of applications critical to the FDA consent decree. These efforts lead to cost avoidance of $1,000,00.00 dollars.

Gathered and performed analysis of business requirements for the Functional Performance Monitoring Metrics tool.

Lead the implementation of a new process that produced custom data reports resulting in 100% visibility around server activity of applications critical to the FDA consent decree

Service Management

Minimized the number of application monthly incidents and reduced incident remediation time by 30% - by designing and documenting a new process for the users in the Europe/Asia regions

Improved alert time of application downtime and issues by 40% by enhancing the calendar tool on the SUMMIT service management site

Coordinated testing and patching updates for Windows servers and applications using in-house created tool that lead to the on time implementation of new features and version updates Johnson & Johnson Johnson & Johnson Corporate New Brunswick, NJ Associate IT Analyst Information Technology Leadership Development Program (ITLDP) March 2011-March 2012 Management Review Process Owner/Project Management

Successfully lead and implemented the Management Review Project using the SDLC methodology on time and within budget while providing best practice advice and checkpoint analysis throughout the functional & Technical SDLC phases the project

Collaborated with a global cross functional leadership team to gather requirements, design the Management Review Process, and performed data gathering to identify key metrics to collect for the Global Management Review Process Risk Assurance Analyst

Developed and executed a communications strategy using diverse forms of media for key corporate executive teams to effectively communicate help programs available,training metrics and awareness of project timelines.

Improved Enterprise Business solutions training metrics by over 70% by mitigating all risks & issues by creating and delivering custom data reports that captured overdue training to executives for over 700+ employees globally

Expanded awareness of the IT Risk Assurance group to more than 1000+ employees by leading a communication team that implemented a successful marketing campaign.

Provided guidance and leadership to project managers through the system development life cycle (SDLC) methodology by providing best practice advice and checkpoint analysis throughout the functional & Technical SDLC phases of the projects. SKILL SETS

● SalesForce Service, Sales, and Marketing Cloud

● Office 365

● Social Media Management

● Enterprise Mobility/ Device Management (AirWatch)

● Project Management

● Experience in Visual Basic, Java, C++ SQL

● SDLC and Agile Methodologies

● Application Signing (iOS, Windows) Testing and Deployment

● Web/Mobile Application Design

● UI Design/Testing

EDUCATION/CERTIFICATIONS

AirWatch Enterprise Mobility Management Accreditation November 2016 Airwatch AirWatch/VMware Academy Certification Program Atlanta, Ga Computer Information Systems/ Business Administration December 2010 Savannah State University Savannah, Ga

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