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 opportunities-Oversee Cyber tools are deployed-Monitor project progress and handle any issues that arise-Act as the point of contact and communicate project status to all participants-Work with the EDGE Project Manager & National Security Service Manager to eliminate blockers Use tools to monitor working hours, plans and expenditures-Create and maintain comprehensive project documentation, plans and reports-Ensure standards and requirements are met through conducting quality assurance tests

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, actively leading analysis sessions to identify project needs and develop design specifications for reports, application configuration, and business process enhancements. Provided project status reports to management to enable informed decision-making.• 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.• Conducted educational events for end-users to facilitate their understanding and proficient use of the application.

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 initiation to resolution, effectively communicating with users to gather information and implement upgrades or fixes. Collaborated with application development and infrastructure teams to resolve incidents and fulfill user requests.• 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 cross-functional teams in the successful execution of small-scale and large-scale bus system software initiatives; ensured adherence to project timelines.• 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.• Developed and documented Integration Test and User Acceptance Test plans based on functional specifications,ensuring thorough testing and validation of software solutions.

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 prompt and professional responses.Managed several major accounts in the LNP department.Strengthened team and received positive feedback from management for training and assisting my teammates Port Outs/Categorization/Port -ins/ DID Requests/NPAC/Activations/Trouble Tickets etc.

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 troubleshooting of system issues.Provided technical support for both hardware and software issues for the employees across the organization.User Account Related issues, resetting, unlocking, disabling and enabling.Mapped network drives and sharing data from the one user to another user as an admin.Microsoft office related issues like outlook, Skype and one drive etc.

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

Bachelor Of Applied Science - Basc, Computer Science