Lee Johnson, M.S. IT, CTT, MTA

Experience

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  GameStop

  Jun 2008 - Aug 2008

  Game Advisor

  -Assisted managers with store inventory by accurately recognizing product titles and recording product information-Complied with all sell, exchange, and refund policies, including credit card acceptance proceduresImproved retail experience in customer service, merchandising, maintenance, and inventory

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  Paine College

  Sept 2008 - May 2009

  Information Systems Technician Assistant

  -Assistant to Computer Technicians and Network Specialists-Administrative Duties -Inbound/Outbound calls, organization documents, scheduling meetings in Outlook-Improved experience with computer hardware, software, and networks

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  Best Buy

  Oct 2008 - Jan 2009

  Customer Specialist–Computers Department

  -Responded to customer concerns and needs, supported sales goals and objectives-Developed and maintained up-to-date knowledge of Best Buy and competitive products and accessories

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  Morris Communications Company

  Jan 2010 - Jul 2010

  Customer Business Representative

  -Handled inbound & outbound telephone calls for customers of various Morris Communications business units-Maintained a professional business demeanor while working in a fast-paced office

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  Microsoft

  Apr 2011 - now

  -Coordinate with the Regional L&D Program Managers and datacenter leadership to ensure that assigned training is complete. -Contribute to GDCO Learning Community use of global L&D offerings and give feedback on relevance, accuracy and value-Rotate between multiple datacenter campuses in the Northern Virginia area to facilitate operations training and career development training, while encouraging a diverse & inclusive environment.-Support our D&I mission by implenting programs to create awareness for employee resource groups, authenticity, and allyship amongst our team members. Show less -Partnered with the corporate retail training team in the development of training and presentation materials that create the premium customer experience delivered in the retail stores. -Partnered with Business Development to lead in corporate group training on Surface, Windows 8.1/Windows 10, and various entities on catered business needs-Consistently encouraged “growth mindset”-Maintained an elite level of product knowledge in all Microsoft retail product and service offerings including software, hardware, and services.- Provided on-the-floor coaching and feedback for team members.- Managed the ongoing training of all store employees, ensuring they continue to develop their customer service skills and stay current on our products.-Facilitated theater Workshops and coached other team members to lead high-quality, engaging Workshops. Ensured all sessions delivered met customer's needs. Show less -Partnered with the corporate retail training team in the development of training and presentation materials that create the premium customer experience delivered in the retail stores-Trained approximately 120 new hires in 4 different states with the New Store Opening team on Microsoft Culture, Hardware, Services, and Software (Atlanta, GA, Bethesda, MD, Charlotte & Durham, NC) -Consistently brought our team to 100% completion in Compliance for 2 consecutive years-Partnered with Business Development to lead in corporate group training on Surface, Windows 8.1/Windows 10, and various entities on catered business needs-Consistently encouraged “growth mindset”, in which our store has finished in Top 25 of Store metrics 3 consecutive quarters-Consistently achieved 100% completion of Learning Academy courses for the entire team in a timely fashion Show less -Streamlined the processes and collaboration between the retail store employees and Windows Engineers by finding opportunities and filling gaps between these two teams-Helped develop upfront training of the new features and hardware to retail store teams by using the vast knowledge and information within the Engineering team-Flight Windows canary or fast builds, find bugs & give feedback based on the most common issues customers are bringing to the Retail Stores-Delivered presentations of the Retail Store experiences and feedback on customer issues to the correct engineering audiences-Developed deliverables and tasks through Visual Studio Online and various tools to construct project planning and scope-Tested our upgrade scenarios across devices, specifically focusing on perf, stress, localization/globalization, accessibility, and security testing Show less -Received “Exceeds Expectations” overall in the Full-Year Performance Review-Awarded “MVP” (Employee of the Month) for the Month of March in 2012-Voted by my cohorts as “Best Representation of the Microsoft Store Brand”-Received multiple daily “game balls” for good customer service, personal training, sales performances, and community involvement-Acknowledged as one of the top 6 personal trainers within the Lenox Square team; also a personal trainer vocalist for teaching Windows Live Essentials and Microsoft Word 2010 to all personal trainers-One of three selected from the Lenox Square Microsoft Store to assist in the New Store Opening of the Microsoft Store in Austin, Texas-Heavily saturated in community outreach, both in-store and offsite, building a relationship amongst non-profit organizations and schools-Participated in a volunteer opportunity to administer personal training to inmates in the Fulton County Correctional Facility-Spoke at multiple business events and workshops, covering Windows 8, Xbox 360 with Kinect, Microsoft Office 2010 and 2013, and Microsoft Surface Show less

  • Global Learning & Development Program Manager

    Aug 2023 - now

  • Senior Learning & Development Trainer

    Aug 2022 - Aug 2023

  • Learning & Development Trainer

    Oct 2018 - Aug 2022

  • Learning Specialist

    Mar 2018 - Oct 2018

  • Learning Specialist

    Oct 2013 - Feb 2018

  • Program Manager Apprentice (Intern)

    Apr 2017 - Jun 2017

  • Product Advisor

    Apr 2011 - Oct 2013