Dj Johnk Email & Phone Number

Cedar Rapids, Ia, Us

Iowa City-Cedar Rapids Area

Deliver best-in-class implementations of typical and atypical ITSM deployments, including extensive collaboration between workstreams (CSM, SPM, ITOM, ITAM) as a lead business process analyst, as well as extensive modeling of Service identification at multiple entities. Additionally, I am the Manager of 3 business process consultants within the ITSM organization, ensuring successful utilization of ServiceNow best practices, and career growth and coaching for all my direct reports.Areas of… Show more Deliver best-in-class implementations of typical and atypical ITSM deployments, including extensive collaboration between workstreams (CSM, SPM, ITOM, ITAM) as a lead business process analyst, as well as extensive modeling of Service identification at multiple entities. Additionally, I am the Manager of 3 business process consultants within the ITSM organization, ensuring successful utilization of ServiceNow best practices, and career growth and coaching for all my direct reports.Areas of expertise: ITSM (expert), Catalog & Portal (expert), OCM (moderate), CSDM/ITOM/ITAM (moderate), SPM (moderate), CSM (moderate).I have worked primarily in ITSM, having coordinated with ITOM, ITAM, ITBM, HRSD, to ensure continuity, just to name a few.Client sampling:Law FirmUniversity HospitalCounty GovernmentsState GovernmentPharmaceutical OrgsRetail OrgsUniversitiesManufacturing Orgs Show less

Greater Minneapolis-St. Paul Area

Consultant working within the ServiceNow platform.Specific duties include Project Planning, Requirements gathering, Story writing, Unit testing, UI/UX design, work prioritization for project team, training material creation, in-person and virtual training, Organizational Change Management (OCM).Areas of expertise:ITSM (expert)Catalog and Portal (expert)CMDB and Asset (moderate)CSM (moderate)ITBM (moderate)In this capacity, I have worked with many clients… Show more Consultant working within the ServiceNow platform.Specific duties include Project Planning, Requirements gathering, Story writing, Unit testing, UI/UX design, work prioritization for project team, training material creation, in-person and virtual training, Organizational Change Management (OCM).Areas of expertise:ITSM (expert)Catalog and Portal (expert)CMDB and Asset (moderate)CSM (moderate)ITBM (moderate)In this capacity, I have worked with many clients throughout the Midwest, ranging in organizational size from ~100 to over 20,000.While at Aeritae, I also earned my ServiceNow Certified System Administrator CSA certification. Show less

Cedar Rapids, Iowa Area

Owner of the Incident, Request, Problem, and Knowledge IT Processes for the organization as a whole (30,000 employees), and work on the IT Service Management Team (ITSM).Key accomplishments:ServiceNow Implementation: An organizational initiative to lift and replace CMDB and Remedy ticketing system with ServiceNow CMDB and ServiceNow IT Service Management Platform. My role in this project included extensive requirements gathering for all ITSM modules, stakeholder engagement… Show more Owner of the Incident, Request, Problem, and Knowledge IT Processes for the organization as a whole (30,000 employees), and work on the IT Service Management Team (ITSM).Key accomplishments:ServiceNow Implementation: An organizational initiative to lift and replace CMDB and Remedy ticketing system with ServiceNow CMDB and ServiceNow IT Service Management Platform. My role in this project included extensive requirements gathering for all ITSM modules, stakeholder engagement, organizational change management, extensive customer training and technical implementation. Phase 1 (completed Oct 2017) included a CMDB implementation (100% discovery-based), as well as all ITSM modules. This project was implemented very rapidly (4 months), and was a major success for our organization. Show less

Cedar Rapids, Iowa Area

Perform Root Cause Analysis work as a result of high priority incidents.3rd Party account management.

Iowa City, Iowa Area

I work in the IT organization at ACT inc. facilitating Change Management, developing for our ticketing system (ServiceNow), as well as some Business Analysis (BA) work.Our Change Process adheres to ITIL process models, as do many of our internal IT processes, including Incident and Request.My experience developing in ServiceNow includes Workflow modeling, Javascript, HTML, and Service Catalog builds. I'm extremely familiar with reading business requirements, translating them to… Show more I work in the IT organization at ACT inc. facilitating Change Management, developing for our ticketing system (ServiceNow), as well as some Business Analysis (BA) work.Our Change Process adheres to ITIL process models, as do many of our internal IT processes, including Incident and Request.My experience developing in ServiceNow includes Workflow modeling, Javascript, HTML, and Service Catalog builds. I'm extremely familiar with reading business requirements, translating them to technical requirements, and applying them to the development stage. I am also able to map User Acceptance Testing plans, in addition to performing group trainings in anything I've developed.I currently perform trainings for ServiceNow on an "as needed" basis, for any team that requests it. All of these duties draw strongly on my 4 year background in using ServiceNow.Key Accomplishments:Implementation of a lift-and-replace of our ticketing system, with ServiceNow PaaS with a user-base of approximately 1500 users. Show less

Eden Prairie, Mn

Oversee the Incident, Problem, Request fulfillment and other processes as needed for the IT department.Day to day process management working with IT and the business as well as participate in and run process maturity initiatives including process review, process improvement or tools (internal ticketing system) changes including functionality of the internal ticketing system (Service-Now) incident, problem, self-service modules, automation projects, etc.

Eden Prairie, Mn

Service Desk Team Lead to team of 22 Analysts serving over 9000 employees.Service Desk liaison to many internal IT departments (business trainers, 2nd level support, IT managers and developers), providing guidance on incident management, problem management, enhancement management, change management, and project managementDaily participant and scribe at change management meeting, as well as High Priority Incident Manager representative.Create and deliver ticketing metrics to the… Show more Service Desk Team Lead to team of 22 Analysts serving over 9000 employees.Service Desk liaison to many internal IT departments (business trainers, 2nd level support, IT managers and developers), providing guidance on incident management, problem management, enhancement management, change management, and project managementDaily participant and scribe at change management meeting, as well as High Priority Incident Manager representative.Create and deliver ticketing metrics to the respective IT teams and providing analysis on these metrics based on organizational key initiatives.Member of the IT Communications Committee which provides input to IT directors and CIO to enhance new employee orientation, retention and company-wide communications from IT.Significant contributor (over 200 enhancements submitted) to the the ticketing system (ServiceNow) via enhancement reviews, meeting with vendor and IT Service Management team, as well as coordinating input from both the Service Desk and business lines to the ends of enhancing the ticketing systemSignificant contributor to the maturation of the Knowledge base via establishing common templates, requirements, and regular audits of validity, resulting in both higher volume of content and higher usage by end-users of that content.Coordination with corporate shared services departments (HR, Carrier Services, Global Forwarding and other shared services departments) to bring them into the same ticketing tool as IT (ServiceNow). Show less

Greater Minneapolis-St. Paul Area

Within our IT Department of 8 employees including myself, I work primarily as the Help Desk technician. I am responsible for receiving, resolving, or properly escalating all IT service requests.At this point, I am able to resolve most requests that come through our Help Desk software (ScriptLogic's BridgeTrak and Help Desk Authority HDA).Specifically, tags I am currently able to resolve myself are as follows:New User Creation:Create user in Active Directory/Exchange Management… Show more Within our IT Department of 8 employees including myself, I work primarily as the Help Desk technician. I am responsible for receiving, resolving, or properly escalating all IT service requests.At this point, I am able to resolve most requests that come through our Help Desk software (ScriptLogic's BridgeTrak and Help Desk Authority HDA).Specifically, tags I am currently able to resolve myself are as follows:New User Creation:Create user in Active Directory/Exchange Management Console, Configure hardware/software for new user, train new user.Active Directory dependent file/website access, distribution lists. Sharepoint 2003-2007 user creation, access and configuration.Security Group/Distribution List Creation in Exchange Management Console.Hardware and Software troubleshooting and full repair.Projects I have significantly contributed to:Contributing to, editing, and updating IT training documentation.Windows Vista Deployment (company-wide at offices nationwide).Print Server/Scanner Management (iWEMC).Planning and implementing an asset tracking program for IT hardware.Drafting and implementing a Service Level Agreement (SLA) for employees pertaining to the IT department's services.Help Desk Knowledge-Base Development. Show less

I cut my teeth troubleshooting walk-in computer problems.Once I had diagnosed the problem, I offered a solution or suggested replacing the unit, depending on the problem.In this role, I learned to completely assemble from parts, and troubleshoot most Desktop computers from major manufacturers.I also learned many of these methods with laptops, but in a more limited sense, given time constraints on laptop repairs.I also used all the tools given to me to repair infected or… Show more I cut my teeth troubleshooting walk-in computer problems.Once I had diagnosed the problem, I offered a solution or suggested replacing the unit, depending on the problem.In this role, I learned to completely assemble from parts, and troubleshoot most Desktop computers from major manufacturers.I also learned many of these methods with laptops, but in a more limited sense, given time constraints on laptop repairs.I also used all the tools given to me to repair infected or otherwise not completely functional operating systems.This role familiarized me mostly with Mac, XP and Vista Operating Systems. Show less

B.A., Graphic Design

Activities and Societies: UI Students in Graphic Design Honors Show (2005-06)

High School Diploma, General Studies

Activities and Societies: Theatre Officer (2 years), Model UN Delegate, 4-years of Science Honors, Newspaper Photo Editor