Arthur Johnson Email & Phone Number

Oakland, California, United States

-Coordinating project schedules, resources, and information-Break projects/tasks into doable actions and set timeframes-Liaising with Cyber Management Team (EDGE) to execute, track and report on project work tracks Assign tasks to internal teams and assist with schedule management-Make sure that clients' needs are met as project(s) evolve-Analyze risks and.

Illinois, United States

• Served as the point of escalation for Level 3 troubleshooting of application and system issues by providing expert guidance and resolving complex technical challenges. Demonstrated expertise in requirements analysis.
• Spearheaded the collection of approximately 100 user stories; collaborated with external developers to integrate new features into the application and enhance its overall functionality to ensure user satisfaction.
• Orchestrated the setup of 150 State Board Representatives logins; provided lifelong access for annual meetings.
• Created comprehensive knowledge management articles within the system; empowered internal staff to quickly accessrelevant information and enhance overall knowledge sharing and collaboration.
• Facilitated process workflow sessions and developed workflow maps to ensure clarity and efficiency in businessprocesses, while performing quality reviews on design artifacts produced by team members.
• Led system unit testing, integration testing, and regression testing for enhancements, new functionality, and upgrades.

Chicago, Illinois, United States

• Provided premium-level technical application support to internal and external stakeholders, offering level 1 to level 3 support for approximately 40 applications within a span of 2 years. Managed support tickets from.
• Conducted training sessions for both internal and external users on in-house platforms.
• Maintained all SLAs and efficiently managed incident tickets through an incident management software system.
• Documented resolutions, internal procedures, and updated knowledge articles to facilitate knowledge sharing.
• Mentored less experienced analysts by providing guidance on standards and techniques to enhance efficiency.

Arlington Heights, Illinois, United States

• Supported and maintained existing in-house and 3rd-party applications/interfaces. Supervised and mentored 2 interns, providing guidance and support while maximizing their contributions to project deliverables. Led.
• Managed the bus system TAXI program and TAP program; oversaw web application projects related to bus system initiatives, contributing to the improvement of public transportation services.
• Played a pivotal role in application design and deployment, resulting in a 25% reduction in support calls.
• Led a large-scale phone upgrade project by overseeing the migration of 500+ phones, including push-to-talk andsmartphones, resulting in enhanced communication capabilities for external stakeholders.
• Achieved significant cost savings of $56,000 through diligent management and resolution of a vendor overpayment issue.
• Transitioned all 3G products to 4G ahead of AT&T's 3G network sunset; ensured uninterrupted connectivity.

Chicago, Illinois, United States

Processed port-in local service requests, collaborated with customers on various daily tasks, and utilized problem-resolution skills with trouble tickets.Responsible for the highest priority accounts and helped several major accounts in the Local Number Portability department; established warm rapport with each of my new and old customers by delivering.

Bolingbrook, Illinois, United States

Managed ticketing system; created, tracked, escalated and closed trouble and/or infrastructure change tickets in Footprints.Provided timely responses to client/management requests and status updates on a regular basis.Ensured problem ownership and promotes end-user satisfaction.Supported Laptop/Desktop OS, any other installation.Performed diagnostics and.

Master Of Science - Ms, Management Information Systems, It Governance And Legal Responsibilities

Bachelor Of Applied Science - Basc, Computer Science