Mandall Johnson

Experience

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  IBM Global Services

  Feb 1999 - Jun 2005

  System Management Integration Professional

  • Delivered technical support by analyzing and resolving End User Application problems on AT&T Business customer accounts.• Created and maintained Methods/Procedures and Business policies in support of primary assigned applications.• Provided technical training to Tier 1 and other Associates in response to customer’s applications.• Provided guidance and direction to Tier 1 Associates in troubleshooting End Users calls. • Attended Post Outage Reviews and represented Service Desk on TTR (Trouble Tracking Report) Calls to insure the implementation problem resolution and prevention. • Attended weekly support meeting to discuss and resolve End User calls and trouble tickets.• Achieved committed delivery cost targets for the AT&T/IBM contract.• Maintained SLA (Service Level Agreements) and operational metrics for customer’s contract.• Trained and coached new Team Members. • Executed and monitored MVS batch and online applications for 24X7 support structure. Informed and provided written documentation supporting Team member and business partners. Show less

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  Community Crisis Services, Inc.

  Oct 1999 - Jan 2012

  Crisis Counselor

  Crisis Intervention Volunteer counselor

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  Insight Global, Inc.

  Aug 2005 - Jan 2009

  ACE Helpdesk Specialist

  • Provided 4 years of technical support to US Customs Associates and the Trade Community.• Excellent Help Desk customer service skills• Created and maintained SOPs and Business Policies in support of ACE Project.• Performed password reset functionality.• Create and manage trouble tickets and Help desk metrics using REMEDY.• Verification of system functionality on hourly bases.• Participated and supported Disaster Recovery Exercises.• Volunteered and selected as In-Charge/POC (Point of Contact) in manager’s absence.• Assist in the development and training of Team members through sharing of my skills and knowledge. Show less

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  QinetiQ North America

  Jan 2009 - Jan 2012

  Shift Lead Department of Homeland Security, CBP Technology Service Desk

  I had managed and coached members of my team to move it a standard of excellence. I provided technical support to both Customs Border Protection of DHS and Trade community. As a Shift Lead, I have involved team members to help increase productivity by help overcoming resistance to change. Also, using the act of delegation of work based on an employee's thorough understanding and analysis of their competence. I always provide timely and accurate communications to my and other teams. I have planned and scheduled resources to support escalations and to meet the needs of the customers. Show less

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  Systems Integration, Inc. (SII)

  Apr 2013 - now

  Operations Manager

  My focus as an Operations Manager was on the internal Contractor Technology Service Desk’s operations to ensure that the TSD provided support services in a cost-effective, secure and efficient manner. As the OM, I had to implement the TSD service delivery processes based on CBP policies and standard operating procedures with ITIL industry best practices. Also, working with the Team Leads and Quality Assurance/Training coordinators to manage TSD ensuring the staff has the technical background and training that is in compliance with performance standards and quality requirements in the Contract. Show less