Greg Johnson Email & Phone Number

Picayune, Mississippi, United States

Oversee three Regions supporting DLA Tier 2 Enterprise Service Delivery contract. Regional Manager for 10 locations and approximately 60 Tier 2 Technicians. Serve as the primary point of contact between the customer, the contract staff, and corporate leadership. Ensure project tasks are completed to customer satisfaction within schedule and cost. Direct and monitor project work daily, identifying resource needs, performing quality reviews, and escalating risks and issues appropriately. Ensure effective communication to all stakeholders throughout the project lifecycle. Work with human resources and staffing to ensure that the project is adequately staffed and that project performance is exemplary (e.g., hiring, performance management, etc.). Manage one or more projects with varying degrees of complexity. Assess problems, conduct root cause analysis, and present solutions and recommendations to senior leadership. Analyze team performance data, metrics, and trends. Create, populate, and maintain project budgets, resource allocation tables, invoice tracking spreadsheets, and other tools used to calculate the project’s financial health. Ensure 8570 certifications are current for all employees and track recertification dates. Work with the Program Manager / Deputy Director to create purchase orders for subcontractors and ensure backup data for purchase orders are completed and accurate. Ensure that all project deliverables meet quality requirements and are submitted to the customer on or before the due date. Assist with company business development efforts and proposals as needed. Communicate with government POCs regularly concerning the contract and technical delivery. Develop NDAs and TAs for potential partners on new opportunities. Review and approve all contract modifications for assigned projects to ensure they are signed, submitted, and filed.

An accomplished, results oriented Project Manager with 15 years of experience directing numerous projects. As the Project Manager I have oversight of four contracts supporting the Veteran’s Administration (VA). I work closely with the VA Project Managers to ensure we deliver outstanding customer support through our three Service Desks and VA ITARS Security Technical Acquisition Review Team contracts. The four contracts total over $10 Million. I also take part in Business Development, identifying new business and leading proposal efforts.Position Responsibilities• Drives and delivers projects, including process improvement, technology, remediation, and other projects as assigned with minimal direction from project stakeholder• Organizes project teams consisting of staff assigned from the various enterprises, consultants and/or vendors providing service or support for the VA• Build and lead effective and efficient teams, maximizing on the strength of each team member to meet timelines and regulatory commitments• Experience leading and managing a team, supervise work performed by contract resources and other staff, as needed, coordinate and administer assignments, monitor team progress, and maintain schedules• Proficient with MS Excel, Word, PowerPoint business applications• Manage day-to-day activities related to multiple projects within a business unit to ensure achievement of business goals and objectives. Formulate goals, identify key stakeholders, and manage relationships. Resolve concerns on highly significant matters • Manage project reviews to assess overall project effectiveness. Ensure consistent methodology and alignment with business unit priorities. Advise management of significant findings • Prepare and deliver status reporting to senior management in areas such as metrics, staffing statistics, resource tracking, unit progress, issue tracking, and staff meetings• Identify and facilitate technology changes to support project needs

Greater New Orleans Area

As the Technical Writer/Editor I work with Subject Matter Experts in writing and editing documents. I’m responsible for creating and writing various types of user documentation including Standard Operating Procedures, Technical Orders, how-to-guides, references, manuals, cheat sheets, and Operational direction manuals. These documents are used by System Administrators, Engineers, and users in multiple locations in support of SPAWAR Data Centers.Technical Writer Primary Responsibilities• Explain scientific and technical ideas in simple language• Meet with customer representatives, vendors, subject matter experts to establish technical specifications• Create user documentation for a variety of material, including how-to guides and instruction manuals• Gather information on subjects on the web• Prepare charts, graphs, or forms• Write clear and concise policies and procedures• Follow document development lifecycle• Conduct online tutorials• Provide updates and different editions as necessary

Stennis Space Center, Ms

As the Service Desk Manager, I manage the performance of Level 1/1.5 services and support to customers to ensure that service levels are achieved. I am responsible for ensuring that customer expectations are met or exceeded. I am also responsible for ensuring the Service Desk staff is meeting and exceeding performance expectations, defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and deliverables. I disseminate policy, prepare and distribute schedules, monitor activities, advise customer personnel of the status of projects, and prepare deliverables.Service Desk Manager Responsibilities:• Oversee 100% of the requests, incidents and problems• Manage and coordinate urgent and complicated support issues• Act as escalation point for all requests and incidents• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization• Determine root cause of issues and communicate appropriately to internal and external customers• Train and coach service desk specialists (Level 1 – 1.5) before being assigned to their duties• Identify team leads for three sections including Tier 1.5, Incident Management and Problem Management• Verify sufficient employee coverage and provide backup support• Communicate status/issues with customers• Develop strategies for improvement• Monitor and manage phone queue (participating in escalated calls as needed)• Oversee Knowledge Management repository and ensure top quality solutions are available to the staff• Develop an effective and workable framework for managing and improving customer IT support in the organization• Advise management on situations that may require additional client support or escalation• Review customer satisfaction survey feedback from end users to improve services, tools and support experience

Florissant, Mo

Information Innovators Inc. October 2014 - Presentemployee St. Louis, MoSr. ITMS Consultant October 2014 - PresentAs the Senior ITSM Consultant, provided consultant services to the Information Innovators, Inc. (Triple-I) Defense Solutions Business Unit on all matters related to Information Technology Services Management (ITSM). Assisted in evaluating existing engagements for efficiency and application of sound ITSM principles. Assisted in providing ITSM architectural solutions for new business proposals and work. Lead the development and implementation of the company’s new Learning Management System used for administering, managing, and tracking training for numerous contracts. Provided support on the Contract Transition Team for new contract awards, developing initial training requirements, developing training courses, and providing classroom delivery of the training materials.Position Responsibilities:• Serve as the Subject Matter Expert (SME) for the engineering, architecting, and provision of ITSM services. • Possess and maintain familiarity with ITSM principles and systems (Remedy, etc)• Service Level Management – understanding SLAs, Metrics Management, KPIs & CSF• ITIL Service Operations – ITIL IM,CM,PM & RM• Process Definition• SLA / KPI Measurement• Service Improvement• Understand customer ITSM requirements• Basic project management skills and excellent organizational skills• Expert in DoD 8570-01.M Training and Certification Regulations, Credentials, and Training Requirements• Enterprise Training/Talent Management Experience

O'Fallon, Il

As the SAIC Learning Management System Project Manager, I oversees the day-to-day administration and management of the SAIC Learning Management System (LMS) Program providing the necessary information to develop, manage, and conduct an effective qualification and proficiency policy supporting customer support staff. Outline for the Program Management Office (PMO) the process by which the contractor staff's proficiencies as will be tested and measured. Formulate and define system scope and objectives in accordance with government and manufacturer technical requirements. Compiles and analyzes technical data and provides customer consulting on complex system projects. As a business expert, I work closely with customers to define communication system and equipment requirements. Overall responsibility for providing instruction and direction to, and certification over the work of staff application analysis and maintenance engineers through structured quality assurance reviews.• Provided guidance and support for new organizations implementing the LMS for their use.• Developed documents and procedures for implementing new organizations into the LMS.• Implemented the Train the Trainer concept of course development and support.• Identified and implemented automated procedures for tracking and administration of multiple training and certification programs.• Developed and maintained performance metrics to include certification progression statistics, manning status, and exam completion.• Developed documents in support of the program to include Certification Management Plan, Implementation Plan, System test plan, User Guides for the LMS, Master Task Listing.• Identify work breakdown structure for development of curriculum and course structure.• Provided training Subject Matter Expert support for Business Development.

The Project Manager oversees the day-to-day administration and management of the Global Certification Program. This program provides the necessary information to develop, manage, and conduct an effective qualification and proficiency policy across the global TO 24 NOCs for the Tier I staff. It outlines, for the DISA Program Management Office (PMO) the process by which the TO 24 SAIC Tier I staff’s proficiencies as network operators will be tested and measured. The Project Manager must formulate and define system scope and objectives in accordance with government and manufacturer technical requirements. Compiles and analyzes technical data and provides customer consulting on complex system projects. As a business expert, works closely with customers to define communication system and equipment requirements. Provides instruction and direction to, and certification over the work of staff application analysis and maintenance engineers through structured quality assurance reviews.

The Transport Technical Training Director is the primary individual responsible for transport training objectives and personnel training certifications within the operations division of DISA CONUS. These objectives and certifications ensure personnel are adequately trained on the equipment they maintain and evaluated based on measured training metrics. The Director also provides essential telecommunication training as a baseline for newly appointed controllers. The Director is responsible to maintain proficiency on all network equipment that fall within the realm of the operations division and complete at least 5 hours monthly on each associated technology for proficiency purposes. The Director is also responsible for Job Qualification Standards (JQS) that integrate all technologies into a streamlined training approach. This certification ensures all controllers follow established standard operating procedures, duty responsibilities, organizational structure, maintenance objectives, and basic qualifications individuals must maintain to advance. The Director performs periodic personnel evaluations to include monitoring and testing controller proficiency bi-yearly to ensure controller competency. This also keeps the controllers abreast of the latest technology trends and updates. The Director also provides local on-site training covering all transport technologies. The Transport Technical Training Director has the sole direction for transport certification processes, but must work cohesively with the Internet Protocol training director to ensure equivalent standards are maintained across technologies. The Director does have administrative authority to revoke a certification based on criteria used to evaluate controller proficiency.

As the ATM Tier I Technology Lead, I work directly for the Tier I Manager. The primary supervisor and technical expert responsible to monitor, operate, manage, troubleshoot and restore to service any components comprising the DISN Asynchronous Transfer Mode System (DATMS) network. This is inclusive of data/voice communications equipment multiplexer(s) such as modems, circuit switching units, data switching units, secure telephone switches and PBX's, data terminal equipment such as front-end processors, routers, and transmission media such as coaxial and twisted pair cables, satellite, microwave, and fiber optics), both vendor-provided and government owned. The ATM Technology Lead's performance is key to ensuring these networks operate at over 99.95% availability and reliability. Responsibilities include: maintain schedule, develop Standard Operating Procedures (SOP's), and identify training tasks associated with Level I, II, and III personnel training certifications. Use a variety of network monitoring tools to perform proactive monitoring of network element alarms and alerts to identify components/elements that may lead to or already are causing network degradation or failure. Oversee fault isolation and diagnostic/assessment to determine and execute corrective action(s) on a real-time basis. Monitor security posture of network(s); report violations to designated authority (ISSO). Coordinate with engineering and implementation functions to ensure optimum dissemination of information and network efficiency. Provide functional guidance, supervision, technical support, training and quality assurance to all Level I, II, and III personnel. Support senior staff as required and ensure customer requirements and project milestones are met. Serve as the ATM NOC Tier I representative at daily briefing to the Global NetOps Support Center Commander. Responsible for management, development, and implementation of the Network Operations Center Controller Certification Program.

Performs real-time Tier I network operations and fault management. Works closely with Network Controllers of other DISN networks/Help Desks and DATMS customers, NOC's and Help Desks. Directly supports the Defense Information Systems Agency's Regional Operations Network and Security Center. These networks are key segments of the U.S. military's Command, Control, Communications, Computers, and Intelligence (C4I) network directly supporting the Combatant Commanders and war-fighting service component (e.g. Army, Air Force, Navy, and Marines) missions. These networks carry data, voice, imagery, and typically link numerous computing platforms, operating systems, and network topologies across widely dispersed geographical areas. Responsible for network fault resolution and performance management. Develops implements and updates network operational procedures. Interfaces and coordinates directly with network users, US government Technical Control Facilities and commercial carriers (e.g. MCI, AT&T, Sprint). Ensures the configuration control database reflects current software and hardware throughout the network. Provides functional guidance, supervision, technical support, training and quality assurance/quality control to Level I and Level II personnel. Provides functional guidance, supervision, technical support, training and quality assurance/quality control to Level I and Level II personnel. Responsible for the management, development, and implementation of the Network Operations Center Controller Certification Program. Supports senior staff as required and ensures customer requirements and project milestones are met.

Directs or participates in a help desk workgroup that provides customer service support activities. Tasks are performed at an advanced level. Interacts with clients via telephone and e-mail to resolve problems beyond the scope of junior staff members. Identifies solutions to requirements caused by changes in policy, system upgrades, or advances in technology. Coordinates the design, development, and testing of software to implement these solutions. Responds to client queries regarding network operation, registration, and security. Documents client questions and resolutions. Performs fault isolation in regard to customer utilization of the wide area network, applications or provisioning support. Performs UNIX system administration functions, such as backups and user level workstation configuration. Uses SQL to perform ad hoc database queries and updates. Establishes work procedures and tools in support of registration activities. Functions as task leader or other support staff, and provides technical guidance and training to junior staff member. Provides functional guidance, supervision, technical support, training and quality assurance/quality control to Level I personnel. Performs first-level assistance to subscribers requesting new or changes to network connections. Schedules, tracks, and monitors subscriber integration events and status. Support includes offsite assistance in requirements definition and continues through the circuit allocation, engineering and acquisition process. Coordinates technical assistance during installation, upgrade, cancellation and disconnection phases. Coordinates with all parties involved in implementing operational services. Provides advice to users regarding the optimal usage of Management Information Systems, utilizes existing database applications to manage field service operations and generates required reports. Serves as a central point of contact for clients to determine the status of operational systems.

Network Management System and Base Information Protection (MSN/BIP) Lead Command Action Officer. Developed policy and procedures optimizing a $1.2 billion infrastructure modernization program to implement communication network, information protection, and network management capabilities for 105 control centers. Provided network operations and support expertise to high level meetings improving process ensuring voice, video, imagery, data, and sensors were integrated Air Force wide. Participated in infrastructure planning working groups, identified requirements, and assisted in hardware and software selection, and architecture development. Extensively used Microsoft Office 97 Suite, Windows 95/98 and Windows NT Workstations. Team Lead conducting operational network management and information protection assessments at 9 locations. Provided real-time situational awareness to top-level decision makers providing them flexibility to direct, manage, and control their assets. Lead team of 17 to create first technical manual for network operations covering firewall, HP OpenView, Remedy, Intrusion Detection tools, router and switch configurations.

Provided program management over site of network and data systems being installed and/or upgraded throughout Europe. Lead Action Officer for implementation of Network Control Centers (NCC), organized and lead three NCC Conferences. Briefed Management on status of projects and capabilities. Developed policy concerning authorization to connect to Local Area Networks, and network security procedures. Developed training plans and taught electronic patching system to personnel. Developed training procedures, and trained instructors at USAFE Field Training Detachment School on electronic patching system. NT Network administrator for 150-person network. Responsible for Help Desk, PC and user support. Managed 5 NT servers, Microsoft Exchange, and Office 95 Suite. Created user accounts, domain structure, and profiles. Team lead for hardware/software upgrade of over 450 workstations. Upgraded Windows for Workgroup and Windows 3.1 machines to Win95. Installed, configured, and removed hardware components; NICs, hard drives, floppy drives, CD-ROM drives, sound card, video card, and memory processors. Configured Microsoft Exchange Clients; created user accounts, and configured network capability. Trained users on these new capabilities. Workgroup Manager for 30-user work center. Systems included NT Workstation, Windows 95, and Windows for Workgroups. Installed and customized MS Office Products and Windows software. Trained users on Microsoft Office 95. Performed hardware and software troubleshooting and upgrades. Trained on operation and maintenance of the Integrated Digital Network Exchange (IDNX) system, configuration, management and trouble restoration.

Managed help desk functions of over 20 systems controllers. Set work schedules, prioritized taskings, and performed personnel evaluations. Provided second tier management and technical support to 20 manned and 40 unmanned communications facilities in Europe. Directed troubleshooting and restoration actions and provided daily status briefings to top management for all communications in Europe. Coordinated continually with commercial communications service providers, both United States and local national companies. Developed emergency recovery plans for facilities in case of catastrophic failure to ensure minimal impact on communications capabilities.

Managed help desk function of 12 systems controllers. Set work schedules, prioritized taskings, and performed personnel evaluations. Installed, monitored, troubleshot, and directed maintenance actions on three line-of-site microwave radio links and over 500 voice and data circuits. Performed quality control testing, performance analysis, and coordination of authorized outages. Used remote monitoring tools to monitor status and perform equipment. Used electronic patching equipment to perform reroutes and restoration of circuits and systems at T-1 level and below.

Provided systems analysis information and developed monthly status reports for distribution to Top Level Management and Systems Control Personnel. Briefed CEO level personnel on circuit and systems outages daily. Prepared and submitted documents for new circuits and systems. Streamlined, deactivating unneeded circuits and saved dollar.

Associate Degree, Electronic Systems Technology

Education record

Education record

Associate'S Degree, Electronics Technology

Leadership School

Education record

Education record