Charles Johnson Email & Phone Number

Chicago, Illinois, United States

Chicago, Illinois, United States

•Provided white-glove support for Microsoft Teams solutions, encompassing analysis, troubleshooting, process improvement identification, documentation maintenance, client settings verification, call quality data analysis, and remote support, while upholding data security standards.•Managed SaaS-based solutions supporting Microsoft Teams, O365, and Video services, adhering to DevOps principles for efficient operations.•Led an onshore team in delivering comprehensive support to Accenture executives worldwide through various channels, fostering a collaborative DevOps culture.•Assisted customers facing challenges with O365 solutions and monitored service trends at scale.•Leveraged ServiceNow as the IT Service Management module to streamline support processes.•Created tickets and collaborated closely with Microsoft engineers for issue resolution, ensuring timely outcomes and external stakeholder engagement.•Conducted one-on-one sessions with offshore team members for development and performance evaluations.•Utilized SaaS tools including Microsoft Teams admin center, Microsoft Call Quality Dashboard, Microsoft Azure, and ServiceNow.•Supervised offshore teams, ensuring expertise and documenting troubleshooting steps for broader support team use, fostering continuous learning and improvement.•Prioritized initiatives to enhance leadership value by engaging with emerging SaaS technologies, showcasing dedication to innovation and agility.

Chicago, Illinois, United States

• Orchestrated the operations of the Asset Management team, overseeing a team of four members, including two interns. Delegated specific responsibilities such as the New Hire Depot Lead, Hardware Upgrade Lead, and Asset Management Shift Lead, ensuring efficient workflow and accountability within a DevOps framework.• Simultaneously, I served as a senior member within the tech support team, adeptly resolving hardware, software, and security issues while executing system upgrades. Demonstrated proficiency in configuring a wide range of devices including Android devices, iPhones, tablets, and laptops, showcasing adaptability across diverse technologies.• Provided strategic technology advisory support to Managing Directors, Diamond Clients, and Technology Account Leads in the Chicago area, leveraging deep technical knowledge to drive business outcomes.• Excelled in supporting a multitude of applications and software, including Pulse VPN Client, OneDrive Cloud-based storage, Office 365, Skype for Business/MS Teams, MDM, MAM, and Intune. Facilitated seamless integration of Android, iPhone, tablets, printers, and laptops with the Accenture network, including exchange and domain integration.• Led the transition of clients to Windows 10 and Windows 11, orchestrating comprehensive processes such as data backup, OS configuration, data transfer, and software application setup.• Additionally, I provided expert technical support for Mac-based OSX operating systems, enabling our LTS team to effectively manage Mac hardware and software issues using SaaS solutions.• Managed ticket logging in the Remedy/ServiceNow Ticketing system and Flex Net Asset Management system, ensuring accurate tracking and resolution of issues.• Provided mentorship to interns from Genesys Works and Year Up programs, facilitating their integration into our LTS team by imparting a comprehensive understanding of team procedures, processes, and security protocols.

Chicago, Illinois, United States

•Led the Chicago Metro area's new hire initiative as the New Hire Depot Lead, establishing efficient processes for orientation and depot sites. Ensured all new hire issues were promptly resolved prior to their start dates.•Conducted regular weekly meetings to enhance operational efficiency, identify areas for process enhancement, and maintain a seamless onboarding experience.•Collaborated with the Asset Integrity team to manage inventory levels, replenishing stock and deploying machines as required to various sites. Monitored Flexnet to generate comprehensive inventory reports.•Managed the configuration and imaging of over 2500 machines, preparing and shipping them to other Accenture offices for their new joiner orientations. Extended support to multiple locations including Austin, Boston, Cincinnati, Cleveland, Columbus, Detroit, Kansas City, Minneapolis, Philadelphia, San Francisco, Seattle, St. Louis, and Metro Washington DC.•Spearheaded the IT component of the Chicago Metro New Joiner orientation, conducting sessions involving laptop setup for groups ranging from 5 to 65 individuals on a weekly basis.•Successfully configured over 200 additional machines each summer to accommodate the demands of the Summer Intern Program.•Took charge of overseeing the Enterprise Service Adapter (ESA), regularly updating it as needed, and efficiently managing or creating Remedy incidents to ensure smooth operations.

•Expertly versed in policies and procedures related to equipment management, providing accurate responses and guidance on matters of receiving, storage, and proper disposal.•Oversight of tracking and auditing processes for laptops and desktops, ensuring compliance with established protocols.•Serve as the dedicated Local Asset contact for the Chicago office, taking ownership of a wide range of asset management responsibilities.•Manage hard drive inventory, maintaining meticulous records to facilitate efficient operations.•Monitor and address Remedy tickets, offering timely resolution and support.•Skillfully configure contractor PCs, ensuring optimal performance and alignment with organizational standards.•Assume responsibility for the shipping and receiving of assets, ensuring smooth logistics.•Handle escalations with adeptness, offering effective solutions and resolutions as needed.

Chicago, Illinois, United States

I offered direct technical support for various technology-related matters such as laptop malfunctions, system issues, mobile device problems, and compliance concerns. In cases where the resolution time exceeded the capacity of the walk-up window, I ensured that appropriate escalation procedures were followed through our ticketing system (Remedy) to assign the tasks to our technicians.

Chicago, Illinois, United States