Erik Johnson Email & Phone Number

London, London, GB

• Reporting to the CTO, created the DWS function and led a staff of 200 employees and contractors providing end user services, service desk and field IT operations for 30,000 colleagues across 1260 locations in the UK.
• Reduced tech debt from 20% to <10% in 2 years and modernized the entire end user portfolio of device management, directory services, collaboration and conferencing.
• Deployed a hybrid technology experience including 350+ conference rooms and >7000 desktops enabling a reduction in commercial real estate and improved colleague satisfaction and productivity.
• Improved service desk first call resolution from 37% to 74% and NPS from 64% to 77% while reducing phone support tickets by 30% over 18 months.
• Designed a persona-aligned service delivery strategy adopted as the company standard across IT, HR and property which resulted in automation of 70% of DWS service requests and cost savings associated with rationalized.
• Consistently exceeded targets for leadership scores for colleague engagement and enablement.

Providence, Rhode Island, US

Reporting to the CTO, serve as end user technology department manager, leading a staff of 200 on/offshore employees and contractors, $41MM in annual OPEX budget, for 1200 locations across the US. Own the end user technology roadmap aligned to organizational strategy, investment prioritization, tech standards, governance, staffing, risk management, service.

Providence, Rhode Island, US

Strategy and execution of the roadmap for several dozen infrastructure technology products and services leading a team of architects, engineers and analysts. Ensure a solid transition to operations (IBM outsource) and maintain a continual service improvement backlog. Stakeholders are comprised of the Citizens CTO, CIOs and EVP heads of consumer &.

San Francisco, CA, US

eCert was a funded startup providing Internet e-mail phish fraud data and intelligence to ISPs and large banks, based on early development between leader financial services (BofA, JPMC, Fidelity) and receivers such as Yahoo, Google, and Microsoft. Clients included Bank of America, Intuit, Fidelity, and JP Morgan Chase. It ceased operations in November 2011.

Charlotte, NC, US

• Bank of America is one of the largest banks in the world, with over 250,000 employees serving customers in over 150 countries. BAC’s technology division is made up of some of the world’s largest technology.
• Managed teams responsible for global messaging, web & video collaboration, desktop productivity, social networking. Technologies included Exchange, SharePoint, Lotus Notes, Lync, Sametime, Sun JMS, Proofpoint, Vontu.
• Created the first off-shore customer-facing operations and support function at the bank, delivering encrypted messaging services to over 1 million global customers and partners.
• Created a technology portfolio management model for the desktop computing department of over 100 colleagues, cut operational expenses by 25% and held capital budget level for three consecutive years while still.
• Managed multi-million dollar relationships with Cisco, Microsoft, IBM, HP and other vendors including product evaluation, contract negotiations, service delivery and staffing.
• Collaborated with enterprise CTO to create strategies related to employee mobility, consumer identity management, and innovative consumer information protection practices as an Executive in Residence at the MIT Center.

Cambridge, MA, US

The Center for Future banking was a partnership between the Massachusetts Institute of Technology Media Lab and Bank of America to explore the future of banking as technology changes impact society and the way people manage their finances. Internally recruited while at Bank of America to serve as Executive-in-Residence and Research Affiliate, I led.

Boston, MA, US

• The Charlton Group is a consulting firm specializing in systems integration, IT project management and outsourced IT services.
• Business technology consulting, project management, and mentoring junior staff.
• Back office systems and disaster recovery consulting at Salem Five Bank.
• Managed the Y2K testing lab for State Street Bank.
• Automated client software upgrades for several thousand desktops using WinInstall scripts at State Street Bank.
• Server storage migration project management at Raytheon.

• Ares Advanced Technology was the US-based biotechnology research subsidiary of Ares-Serono which is now part of Merck-Serono. Their specialties were developing recombinant therapeutics in the areas of endocrinology.
• Deployed the company’s first Internet connection linking scientists to online and academic research services.
• Installed the company’s first e-mail system on Windows Mail then integrated with corporate’s Lotus Notes global system.
• Upgraded the company from MicroVAX/VT100 terminals to Windows PCs on Token Ring then Ethernet on Novell Netware 3.12 and 4.x
• Responsible for administration and support of all company networks, servers, computers, and computer-connected scientific research equipment

Master Of Science - Ms, Information Technology Management

Bachelor Of Science - Bs, Cell Biology

Project Management