Travis Johnson

Experience

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  Digicon Corporation

  May 2002 - Mar 2004

  Help Desk technician
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  Base Technologies

  Mar 2005 - Sept 2009

  IT Network Manager
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  CALNET, Inc.

  Sept 2009 - May 2013

  Deputy Program Manager - IT Operations

  Desktop Engineering, Service Desk, Applications Support and DesignLed the deployment of a service desk, desktop engineering, application support teams. Designed and deployed 5 ITIL processes. Combined 4 local help desk operations into a single tier 1 and site support model. Developed knowledge sharing teams and increased tool access. Increased customer satisfaction, employee morale and reduced customer downtime. Managed an annual budget of 15 million dollars. Relationship Management Worked with CTO and CIO to strengthen relationships with other departments Instituted knowledge sharing amongst peers to share ideas, initiatives and pitfalls.  Work with leaders in other organizations to consolidate help desk Enterprise Architecture Lead the design and engineering of a zero-client enterprise architecture.  Introduced virtual servers Introduced Citrix environment Show less

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  ActioNet, Inc.

  May 2013 - May 2014

  Program Manager/Service Desk Operations

  IT realignment, 24/7/365 operations, Multinational site operationsRealigned IT organization into a service organization. Developed service portfolio, services descriptions, and SLAs. Increasing customer experience and satisfaction while reducing operational cost. Managed an annual budget of 12 million dollars. - Oversee ITIL process maturity, Tier 1-3, 50 national and international sites- 6 direct reports and 80 indirect reportsEngineering Deployed new ITSM tool using Scrum  Leverage ITIL process to proactively repair hardware and software issues Designed technical review boardInfrastructure and Network Services Designed network operations center  Managed 24/7 network operations  Designed and implemented Citrix environment Show less

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  MITRE

  May 2014 - Oct 2019

  Service Desk Manager

  Operational Efficiency, Organizational SLAs, Customer ExperienceIncreased operational efficiency by deploying 5 ITIL process and launching a service desk. Developed a “shift left” strategy to reduce contacts, increase self-service, giving back operational hours to tier 3. - Oversees accounts admin, help desk, executive services, service desk, voice account team, customer communications and ITIL process management- Migrated to cloud offering for AWS and O365 - Supervise four direct reports and 21 indirect reports- 24/7 executive support team for 30+ executives and their assistants End-User Support Services Deployed knowledge center support methodology to increase tier 0 Utilized the shift left strategy to enable tier 1 to resolve and restore services quicker  Increased knowledge and tool access to tier 1 to provide voice and conference room support Desktop support services Developed “easy button” support for conference rooms Winner of the national help desk institute (HDI) team excellence award for 2017 Service Management Chairperson of the ITIL service improvement board Developed division KPIs to track ITIL processes Aligned service metrics within ITSM tool  Developed customer focus groups Show less

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  Georgetown University

  Oct 2019 - now

  • Senior Director, Service Management

    Dec 2021 - now

  • Director of Client Support Services

    Oct 2019 - Dec 2021