Eric Johnston Email & Phone Number

Kansas City, Missouri Area

Led a team of 7 technical support staff members on providing solutions for data warehousing/ business intelligence applications that supported Finance operations. Supervised, planned, and coordinated code implementations. • Managed development on 14 projects ranging from 800K to 2M. All projects were completed on time and on budget. • Collaborated with others to analyze and develop the process for efficient integration of wholesale revenue statistics into Sprint reporting applications. Process is now the company standard.• Lead development team on a project to remove unused software resulted in saving Sprint $800K per year.

Managed 10 technical and support staff to provide solutions for Root Cause Analysis on Cable applications supporting Cable Production. Managed the implementation process of root cause analysis for Cable IT services involving departmental or cross-functional teams focused on the delivery of issue resolution.Facilitated conference sessions using matrix management to work application/network outages. Sent updated communications to Director level and above to both Sprint and the Cable Partner Group impacted. Served as Point of Contact for all Cable Production issues.Manage after action reviews and consolidation of outage assessments for Root Cause Analysis and Irreversible Corrective Action for Cable Partners. Provided daily and weekly communications to Cable PartnersServed as Liaison to Enterprise Services by managing relationships with Problem, Release, and Change Management teams in support of the Cable Partner Support organization.Served as point of contact for Project Releases for the Cable OrganizationResponsible for keeping Root cause analysis and corrective action in regards to problems with applications/networks. Helped in implementing new outage management notification tool resulting in faster notifications to the Cable Partners and allowing for a 25% decrease in outage time

Managed complex technical issues that are high impact in nature and provide technical assistance and serve as a single point of contact for analysis, communication, root cause analysis, and resolution of technology-based outage incidentsFacilitated, coordinated conference calls for outages while documenting and sending updates to all fix agents and vendors impacted. Provide technical expertise/assistance for analysis, communication, facilitation, and resolution of technology-based outage incidents requiring knowledge of services involving mainframe/midrange applications, operating systems as well as all network and LAN/WAN systems deployed throughout the enterprise.Effectively articulate incident impacts to all levels of employees, including technical support staff and Senior Executive management.Responsible for the writing of procedures that assist the team with restoring our customers issues quickly and efficiently.

Support for all MS products, database servers, UNIX servers, and proprietary software. Trouble shooting efforts included high profile network issues, server 2000, NT servers, and UNIX servers, mainframe issues.Completed some desktop analysis on users pc’s via remote desktopProvided technical support for Sprint Nextel proprietary software systemsProvided technical support for communication hardware including serial and TCP/IP configurations Investigated and resolved customer service requests which might have included solution testing Troubleshoot and provided support for Sprint Nextel associates working on projects

Masters Degree, Management

Bachelors Degree, Business Administration/Management