Charles Johnson Email & Phone Number

Anniston, Al, Us

(Alcatel-Lucent aquired by Nokia)-Consult and implement various Network Management Systems and Service Assurance/Integration software technologies, including IBM Tivoli Netcool products.-Perform approved IBM Tivoli Education courses both internally & on site at the customer's request-Responsible for coordinating the participation of a North American-wide training course for the purposes of CMMI-DEV training.-Acquired and documented customer requirements via use-cases for statement of work efforts.-Entrusted to act as a company liaison to salvage project team relations with customers & rebuild customer confidence.-Maintained several internal Microsoft Sharepoint Sites.-Designed application workflows & database schemas for a Voice Over Broadband migration product now being offered by Nokia (projected to be a multi-million dollar Nokia income potential)-Leveraged Atlassian JIRA & Confluence platforms integrated tools & macros to develop techniques & workflows to increase information availability while reducing manual updates.-Eliminated a time consuming report from weekly meetings by leveraging the Atlassian tools available.-Heavily familiarized with Atlassian JIRA core administration concepts to properly articulate field, issue types, screens, transitions, workflows, groups and post actions required by teams in their JIRA project to the JIRA core administration team.-Created Microsoft Excel Macro template as a tool when creating multiple JIRA issues (with proper sub-tasks) for use when populating via JIRA csv import feature, reducing the manual creation process.-Self taught, designed & implemented a small Neo4j/graph database for use when tracking team billable hours.-Provided Front Line FOSS evaluations to weed out potential IPR contaminating FOSS before submitting to Legal teams for review.-Employed the use & concepts of AGILE-SCRUM methodologies.

(ReachView Technologies acquired by Alcatel-Lucent)

-On-site Fault Management solution consultations, installations, setup, and training. -95% of the On-site time was in a solo capacity (i.e no additional team support).-Performed week long IBM training courses to educate the administrators on the care & feeding of the Fault Management solutions.-Acted as onsite ReachView ambassador to customers to promote customer relationships & successful solutions.-Influenced & encouraged customers to challenge their own process reasonings and consider & implement more efficient processes, be it via workflow alterations utilizing the tools already available to them or via the upsell of the ReachView Technologies Relevance Platform solution,

-Designed and implemented concepts using Netcool/OMNIbus automations, Netcool/Impact policies, custom scripts, and other tools available to assist NOC technicians in the fast acquisition of relevant data resulting in the reduction of network alarm chatter by 70%.-Developed several innovative reports and tools to assist management in isolating problem areas with the network and user's workflow.-Designed one of the first Netcool/Impact integrations to utilize Netcool/Reporter historical data as a data source to automate event escalation based on trending analysis.-Rewrote the NOC Fault management workflows to facilitate the historical data needs for trend reporting while streamlining & reducing their manual effort.-Self-taught & leveraged programming languages such as Perl, TCL & Awk to create the workflows needed to automate tasks.-Twice awarded "employee of the quarter"

-Tactical telephone switch maintenance.-Installed & maintained in-theater tactical telephone switching networks.-Top Secret Clearance-Air Force Achievement Medal, 1996-Georgia Commendation Medal, 1998-Joint Service Achievement Medal, 1998-Air Force Achievement Medal (1st Oak Leaf Cluster), 1998

Brunswick, Ga

-Interacted with guests regularly to ensure their satisfaction.-Adopted customer service philosophies described by the book “Raving Fans” (by Ken Blanchard)-Frequently charged with the responsibilities of “Manager on Duty”.-Performed Night Auditor duties-Constructed Microsoft Excel Spreadsheets (with Macros) to streamline the Night Auditing process & provide Flash reports to the Management.-Developed an inventory process for the Executive Housekeeper to reduce monthly spending on complimentary guest items (razors, toothpaste, Shampoo, etc).-Developed a process for internally tracking guest reservations & identifying “secret shoppers” from the corporate offices.-Developed & implemented a quality standard for the electronic key card system