Brian Johnson Email & Phone Number

County Dublin, Ireland

Currently managing the CLID Localization Project on behalf of Microsoft Digital Sales sellers servicing the EMEA region. Excellent results to date by Improving the reach rate for sellers and greatly increasing sales opportunities across the region. In addition, regular evaluation of existing Microsoft telephony solutions and assessment of potential cost saving measures, particularly on some of Microsoft more legacy support systems.Change Management features heavily on a weekly basis as agents are onboarded/offboarded regularly and optimization of their extensions and any associated CLID manipulation set up must be controlled throughout.

County Dublin, Ireland

• Working closely with globally based project teams to coordinate project deliverables and phases to ensure overall project progression• Responsible for identifying areas of risk while also developing opportunities to streamline where possible• History of strong relationship building with project teams and key team leads to create a tight knit environment for effective communication/collaboration • Logical and collaborative approach to all aspects of the working environment• Identification and appropriate escalation of risks and issues across the project’s lifecycle• General additional supportive duties where required

Dublin

Business Project Manager – CCIS Global IT Service Operations at Microsoft. Some high-level key activities include regularly collaborating with senior business stakeholders in terms of project specifics and or change request activities. I continually evaluate risks, rewards and opportunities associated with all project and change intake, establishing and agreeing delivery timelines to all stakeholders associated. I would typically manage several workstreams at any one time while also ensuring that the expectations of our 3rd party vendors are on track. With a knowledgeable insight into Microsoft telecoms support structure, I continually seek to improve the customers overall experience where possible. Thinking as a customer for our customers, I often suggest updates and adjustments to help us achieve and maintain a very high level of satisfaction. In addition to general operational project management and change activity, I act as the initial point of contact for all global telecoms issues and outages during EMEA core hours. Issues are escalated through our Service Now portal, evaluated, tested and once I can replicate, I conduct a deep dive on the call flow structure and identify/fix the issues reported. In some cases, I am required to engage our carriers/support vendors to drive resolution and this is managed through conference calls, testing bridges with regular communications back to the stakeholders.

Ireland

Managing order intake via phone, e mail and walk ins at our Dublin premisesMonitoring stock levels to ensure continuous parts availability to our customersCommunicating delivery timelines to the customer in accordance with item availability and their geographical locationDesign and distribution of our promotional offers booklet Maintaining a high level of customer satisfaction throughout

County Dublin, Ireland

Tasked with reviewing, validating Microsoft’s EMEA customer service baseline documentation to achieve complete accuracy.Updating associated Visio call flow documentation to reflect our live environment across EMEA Suggesting process improvements including the use of hyperlinks between our Excel baseline and Visio call flow documentationAssisted with incident management during outages/escalations until resolution was achieved

Dublin, Ireland

Hardware specification investigations (BIOS)Testing functionality of PCsUpgrading hardware specificationLoading software and activating software keysRecovering computer componentsLoading and unloading computer equipment deliveriesCleaning and boxing the IT equipmentTraining other volunteers in hardware maintenanceGeneral workshop maintenance and logistics

Roof TilerWorking as part of a team to insulate and weather-proof housing projectsliaising with management regarding timetables and goalsCalculating and ordering the required materials on an on-going basisOrganizing the transportation of materials from one work site to anotherResponsible for general health and safety codes within our groupEnsuring a high-quality end productMaintaining a professional and helpful manner in the work place

General OperativeWorking in a fast-paced production environment to fulfil orders of binders, card holders etcOperating large moulding presses to create our finished productResponsible for quality control and end product sign offPacking and distribution duties

Advanced Diploma In Project Management, Project Management

Advanced Diploma in Project Management - Feb 2018 - May 2018

Leadership And Management, Level 6 Nfq, Leadership And Management

Computer Maintenance And Networking (Fetac Level 5&6)

Certificate in Computer Network and Maintenance (CCNMX: FETAC Level 5) Computer Architecture and Systems Customer Service The Internet.

Leaving Certificate