Curt Johnson Email & Phone Number

New York, New York, United States

Stamford, Connecticut, United States

Responsible for tactical planning, coordination, and implementation of the Incident Management process across multiple direct-to-consumer brands inside NBCUniversal, including the expansion into an international joint venture with SkyShowtime. Relationship manager between internal delivery teams and services partners, accountable for requirements, scope, and defining workflow process interconnects to handle all critical incidents using best practices within defined SLAs. Developed reporting strategies for daily, weekly, and monthly executive-level dashboards defining a reporting portfolio for ITSM key performance indicators (KPIs) around Median Time to (Detect, Acknowledge, Triage, Action, Mitigate, and Resolve) metrics holding individuals and teams accountable.• Defined a standard severity matrix for operational issues that scaled across regions and brands to ensure teams could quickly identify the impact on platforms by measuring the potential or realized business failure caused by an Incident against the extent to which the Incident's resolution can bear delay.• Establish the Incident Management function inside Service Now. Part of a team to develop a new ServiceNow instance. Outlined and made decision-making for all strategies around the Incident Management process, including bonding between existing ServiceNow instances and portals for external vendors to manage incident tickets. Collaboration with Problem and Change management teams to ensure symmetry between IT Service Management functions. • Continual process improvements within the Incident Management life cycle included shit-handovers, aging ticket review, direct feedback with manage incident response review focusing on accuracy using triage tools, runbooks, communication, coordinate bridge management, and review of SLAs and SLOs.• Mentor of staff development, coaching directly with team individuals to set performance measurements and goals used for assessment against objectives and key results.

Stamford, Connecticut, United States

Accountable for building, coaching, and training a net-new team, established policies and SOPs for all ITSM functions from the ground up. Methodologies focused on Incident, Problem, and Change management to support a new 24x7 streaming service Peacock. Establish relationships across domestic and international units to build interconnects supporting ITSM functions and develop automation to drive consistency and efficiencies for a 24x7 incident team consisting of 7 staff members.• Establish all Incident Management processes from scratch, becoming the primary point of contact around critical incidents. Practices included a ServcieNow ticketing tool, communications process, playbooks for incident response, vendor escalations and proper prioritization for managing customer-facing incidents during an outage.• Establish and optimize the Problem Management process where incident records transitioned into problem management. Define a risk assessment portfolio where delivery teams are held accountable for tasks and are assigned priority levels defined against Server Level Objectives (SLOs). Workflows included blameless after-action review sessions across groups in determining root causes and next-step action items for future resiliency.• Set the strategic vision for the Change Management process, and established a CAB accountable for reviewing various change request types with proper accountability and authorization. Set controls around appropriate change windows to reduce potential impact times for over 100 delivery teams.• Created strategic vision for Event Management. The process consists of collaboration between internal teams and services partners during live events utilizing a technical bridge to monitor the health of systems, checkpoint readouts, and sending timely written communication to Sr Executives of the performance of the event.• Developed the reports used for daily, weekly, and monthly executive-level status reports and dashboards around ITSM KPIs.

Greater New York City Area

Identified and designed cutting-edge business solutions that solved complex technical operations challenges within all domestic and international locations. Coached and mentored a staff of +20 spanning Center (BOC), Media Engineering Logistics, and Technical Operations (ESPN Radio), instilling a focus of continuous improvement and providing quality customer service, communications, operational efficiencies, compliance, and superior technical functionality.• Revitalized underperforming BOC team by establishing formal procedures, reorganizing workflow, launching process automation, prioritizing customer care, and creating a culture of accountability. Efforts boosted call to ticket ratio from 40% to 75%.• Planned and oversaw ESPN’s Technology buildout of South Street Seaport remote operations, achieving 25% under a $720K budget objective. Strategized overall project roadmap and reviewed and recommended the business processes and technologies that brought project well under capital budget projections while maintaining or exceeding all buildout requirements.• Expanded BOC’s footprint to encompass additional Disney brands, partnering with DTCI (Disney, ABC, and 21st Century FOX) internal stakeholders to integrate critical communication process into a common format for broadcast and digital properties across APAC, LATAM, EMEA, and Domestic. BOC team successfully supported 90% of all critical communications within 9 months of the initial project.

New York City

Proactive approach to develop and implement innovative business systems development processes and strategic support services for global broadcast facilities and end-user computing. • Transformed fragmented global team of 3 supporting ESPN CricInfo business in Bangalore and Mumbai, India. Initiated and completed client service support model and expanded the technical team to 5, migrating technical operations to a new office and implementing new technologies delivering a more efficient support model. • Successfully transitioned an ESPNRadio infrastructure from Cumulus Network to an internal network, partnering with stakeholders to understand customer requirements and build out a continuity plan for migrating equipment. The project seamlessly migrated 4 regional stations and provided a buildout support model for 3 additional locations. • Oversaw the IT operations and IT architecture design of 200+ employee ESPNDesportes facility in Mexico City, providing the capability of interacting with a vendor controlled system engineering operation.• Played an integral role in the launch of 24/7 cable channel, ESPN SEC Network, as well as nightly show Olbermann. Guided all IT architecture design related to client and broadcast systems in 2 separate locations. Efforts delivered SEC network on time and within capital budget projections to become one of the most successful cable network launches to date and set the groundwork for future Olbermann show expansion.

New York City

Held numerous roles with progressive managerial responsibilities spanning IT operations, IT infrastructure design, IT controls, systems development, networking, network security, and more for Media and Entertainment division. Handled multimillion-dollar budget management for hardware, software, and labor costs.• Standardized and streamlined global operations as a manager and decision-maker for IT operations in 5 different global locations. Bridged technological and communication gaps by creating standard operating procedures and processes for all locations, later expanding efforts to Brazil and Argentina.• Played a leading role in the launch of ESPN Magazine and ESPN Mobile, designing and developing the required IT infrastructure and systems to successfully launch programs. Maintained efforts by overseeing future upgrades, redesigns, and implementations of virtual IT infrastructure and network security for ESPN Magazine, ESPN.com, and ESPN mobile. • Oversaw network architecture that integrated 3 separate business units into 1 new Active Directory model. • Managed operational architecture and led project focused on capacity planning and migrating infrastructure to a virtual data center environment, allowing better manageability and rollout times for new servers. • Implemented a fault-tolerant SANS environment guaranteeing 100% uptime, creating replication between data centers to ensure the company is protected and providing a baseline for disaster recovery needs. • Implemented IT architecture and publishing workflows for ESPN Magazine’s inaugural launch, actively overseeing the support of Mac/PC end-user computing and servers.

• Administered a LAN, planning and implementing End-User Compute and Server upgrades• Designed standard for IT Operations which supports end users, servers and voice systems across LAN/WAN

Langhorne, Pa

• Responsible for the upkeep of servers and 200+ end-user environment, working closely with business partners to ensure connectivity to key systems.• Responsible for the Warehouse Location program, increasing its productivity by 20% converting from a manual to an automated process