Carl Johnson Email and Phone Number
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As a senior professional with 20 years of experience, I’ve led enterprise-level services and customer success management teams. I am dedicated to driving operational excellence and enhancing IT service delivery frameworks using robust ITIL-based processes for my customers. My commitment to stopping customer churn is understanding customers' requirements and needs. As a trusted advisor, I enjoy developing and maintaining strong customer relationships, enabling me to comprehend their expectations.
Xerox
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Service Delivery Manager IiXerox Aug 2024 - PresentNorwalk, Connecticut, UsAtlantic/Federal DeliveryCommonwealth of Virginia
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Service Delivery/Customer Success DirectorAll Covered Sep 2017 - Apr 2024Ramsey, Nj, UsLed enterprise-level services and customer management teams, steering them toward achieving growth targets and improving client business outcomes. Leader for Finance, Education, Legal, and Healthcare Practices, averaging $21M in annual reoccurring revenue with 11M non-reoccurring and an industry-leading retention rate of 97%. • Implemented an effective customer strategy that stopped churn for 4 years within enterprise accounts.• Leveraged customer insights to drive a 30% revenue growth and expansion in the Healthcare vertical.• Successful enterprise team that consistently delivered an NPS average score of 8 across all Enterprise clients for 4 consecutive years.• Responsible for creating a successful onboarding program that focuses on enterprise-size clients. -
Service Delivery Executive - Pittsburgh Glass Works (Pgw)Pomeroy Jul 2014 - Sep 2017Hebron, Ky, UsDuring my time in this role, I took charge of overseeing comprehensive IT service delivery for majoraccounts in the Northeast market, including notable clients such as Pittsburgh Glass Works, LKQ, andPPG Flat Glass. My focus was on optimizing various functions, including network operations, datacenter management, cybersecurity protocols, service desk operations, and database management. Iplayed a pivotal role in establishing and enforcing escalation procedures, ensuring smooth businessoperations and maintaining transparent communication with executives and key stakeholders.Additionally, I led the implementation of cutting-edge on-demand collaboration tools, significantlyboosting service desk efficiency and speeding up ticket resolution times. Building and nurturingcustomer relationships was paramount to me, guaranteeing client satisfaction and aligning sales andmarketing strategies with their needs.Key Achievements:• Minimized business impact and drove transparency with executive leadership by initiating escalationprotocols.• Directed a team of 35 IT professionals to achieve operational excellence and ensure compliance withbest practices in IT service management.• Achieved 45% improvement in ticket closure rate by introducing information on-demand collaborationtools.• Maintained fiscal oversight with P&L responsibility for annual budgets totaling $6M.• Played a pivotal role in establishing a 2 million square feet manufacturing facility in China. -
Client Capability Leader - Service Delivery – Eli LillyHp Aug 2011 - Jul 2014Palo Alto, Ca, UsAs the overseer of operational delivery for seven global service desks, I managed a team thatsupported 58,000 users across 25 different languages. My primary focus was on meeting Service LevelAgreement (SLA) targets, resolving escalations, developing new business opportunities, and creatingproposals for deals. I also maintained customer relationships, handled day-to-day activities, andensured a satisfactory customer experience. Additionally, I spearheaded the implementation of a mobilesupport strategy for iOS, Android, and Windows 8.1 devices globally, and established procedures andgovernance for Bring Your Own Device (BYOD) use.Key Achievement:• Responsible for establishing Mobility tier support, Supporting 40k mobility customers globally• Project leader for implementing a new ITSM tool transition from HP Service Manager to Service Now• Re-alignment of global teams to match the needs of our global customer• Balanced P&L for organization -
Service Desk Manager - United States Steel CorporationHp Aug 2009 - Sep 2011Palo Alto, Ca, UsA key contributor to globalizing the ITIL philosophy by implementing problem and change managementto align with support calls between service desk multi-level support tier teams. Instrumental in bridgingthe gap between the service desk and Level 2 support groups, thus upstreaming 10% of cases in thefirst six months.Key Achievement:• Met all clients’ service levels within five months once ITIL philosophy is introduced.• Project lead in deploying a new global ticketing system, which aligns Europe Service Desk with the US• Led a coaching and mentor program, which led to agents hired as FTE to US Steel• Increase knowledge base accuracy by focusing on FCR cases survey response, which increases FCRat 1st tier
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Technical Account ManagerManagement Science Associates, Inc. Jun 2009 - Aug 2011Pittsburgh, Pa, UsManaged three Pittsburgh Fortune 500 company data center needs, including reviews of infrastructure changes, contract requirements, and service level agreements.Key Accomplishment:Liaison between clients and disaster recovery locationsResponsible for planning and executing DR tests for clientsAccountable for maintaining all business continuity plans -
Infrastructure Manager - Global Infrastructure DeliveryAlcoa May 2001 - May 2009Pittsburgh, Pa, UsDelivered high availability and cost effective infrastructure solutions, by managing an Asset Management team. Designed, standardized and implemented a central Asset, deploying and accountability of all assets throughout its lease life cycle within Alcoa. Centralization of these types of activities netted a savings of 6 million dollars in 2008.Previous Alcoa roles: Senior Project Manager; Software Compliance Manager; Site Support Manager; Service Desk Manager; Mobile Delivery Manager; and Team Member - Client Support Team -
Technicaial Trainer And Systems AdministratorUnited States Air Force Jul 1991 - Mar 2001Randolph Afb, Tx, UsTrained new Airman on PC hardware and applications troubleshooting to support Air Combat Command employees and System Administrator of a Top-Secret network.Previous USAF Roles: NATO Security Agent; Exchange Administrator and Help Desk Tech.
Carl Johnson Skills
Carl Johnson Education Details
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Community College Of The Air ForceGeneral
Frequently Asked Questions about Carl Johnson
What company does Carl Johnson work for?
Carl Johnson works for Xerox
What is Carl Johnson's role at the current company?
Carl Johnson's current role is Enterprise Service Delivery | Customer Success | IT Solutions | Process Improvement | Customer Service Management | Program Management | IT Managed Services | IT Operations Management.
What is Carl Johnson's email address?
Carl Johnson's email address is ar****@****ast.net
What is Carl Johnson's direct phone number?
Carl Johnson's direct phone number is +172488*****
What schools did Carl Johnson attend?
Carl Johnson attended Community College Of The Air Force.
What skills is Carl Johnson known for?
Carl Johnson has skills like It Management, Itil, Process Improvement, Service Delivery, Project Management, Management, Vendor Management, It Service Management, Leadership, It Strategy, Infrastructure, Help Desk Implementation.
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