Greg Johnson Email & Phone Number

Schenectady, Ny, Us

Belmont, California, Us

Auburn, Wa, Us

As the leader responsible for the delivery of a $15 million Microsoft O365 Managed Services practice at Zones, I have consistently driven innovation in cloud based O365 support services for the Microsoft Engineering Amplify program. My leadership of a global team of 250+ professionals revitalized and strengthened the relationship with Microsoft across three critical programs: Concierge Support, Premier Support, and Azure Identity Support.·. KPI Attainment: Developed a multi-faceted strategy and led the team in recovering, and then surpassing, industry-leading Key Performance Indicators (KPIs) for Microsoft. Notably, we successfully elevated customer satisfaction to partner-leading levels, solidifying our reputation for exceptional service.·. Total Quality Management: Spearheaded the implementation of a Total Quality Management program, which addressed, and minimized, recurring systemic process issues. By reengineering our support processes for scalability and repeatability, we ensured consistently high-quality service delivery.·. Enhanced Reporting: Established and delivered a weekly cadence of executive reports and meetings for the Microsoft Amplify Executive team, ensuring transparent communication and alignment with key stakeholders.·. Culture and Talent Development: Successfully shifted the organizational culture towards staff retention by introducing new job families, clear career paths, and competitive compensation structures based on market data. I established continuous learning programs that fostered team growth and long-term investment in our professionals. Moreover, I also introduced a Diversity, Equity, and Inclusion (DEI) program for the organization.·. Profit Margin Optimization: Achieved significant profit margin improvement by implementing cost control measures that had negligible effects on customer satisfaction. This financial success underscored our ability to balance fiscal responsibility with top-notch support.

Conway, Arkansas, Us

I spearheaded a comprehensive overhaul of the Worldwide Support organization, directing efforts toward achieving repeatable and scalable practices. In just six months, I successfully transitioned from outsourced support to an internal team, reducing the Support organization's cost to serve. ·. Operational Streamlining: Led the transition from outsourced support to an internal team, reducing the Support organization's size by 43%. This strategic move enhanced control and efficiency.·. Knowledge Transfer: Developed a robust new hire onboarding process, emphasizing rapid knowledge transfer to equip team members with the skills and knowledge needed for immediate effectiveness.·. CRM Enhancement: Created Management and Executive dashboards, providing real-time insights into team performance and enabling data-driven decision-making.·. Efficiency Improvements: Reduced inbound volume and time to resolution by more than 10%, optimizing customer support processes and enhancing service delivery.·. On-Call Excellence: Established a new 24x7 on-call program to fulfill contractual obligations while concurrently reducing the number of on-call staff members and fairly distributing workload across the team.·. Problem Resolution: Introduced cross-functional retrospectives to tackle recurring Support issues, effectively reducing inbound volume and addressing challenges at their root.·. Knowledge Management Foundation: Laid the foundation for a Knowledge Management practice, bolstering content availability and accessibility to support team members and customers alike.· Career Development: Initiated the charting of a Career Framework, encouraging internal mobility and professional growth within the organization.

Stamford, Ct, Us

As the executive of a high-complexity technical support organization, I led transformative initiatives that elevate client satisfaction and loyalty. My accomplishments include developing a groundbreaking unassisted/self-service support strategy, optimizing operational efficiency, controlling costs, and enhancing responsiveness. I've successfully built cross-functional programs, bridged client feedback with product development, and streamlined escalation management. I always took the opportunity to innovate, drive change, and consolidate fragmented practices.·. Unassisted/Self-Service: Developed the strategy, secured the funding, and led a multi-year effort to consolidate and transform our online support presence, notably increasing available Knowledgebase Articles, streamlining documentation, AI and automated chat technology, producing instructional YouTube videos, providing efficient support case management, and establishing an online community platform.·. Knowledge Management: Transformed our fragmented knowledge management processes through the implementation of Knowledge Centered Support (KCS). This effort dramatically improved the attach rate of articles to cases, increased publicly available articles from 3,500 to over 18,000, and deflected inbound case volume by up to 20% for some products.·. Client Satisfaction Recognition: The team achieved the prestigious Omega Northface Scoreboard Award for nine consecutive years, a testament to our unwavering commitment to client satisfaction and loyalty.·. Strategic Mergers and Acquisition: Developed comprehensive evaluations, formulated strategic approaches, and effectively communicated to the teams during several mergers and acquisitions. Oversaw the integration/divestiture of support teams and executed their corresponding change management initiatives.·. High Employee Engagement: Maintained top quartile Employee Engagement Scores, showcasing my commitment to fostering a positive workplace culture.

Stamford, Ct, Us

Stamford, Ct, Us

Stamford, Ct, Us

Stamford, Ct, Us

Stamford, Ct, Us

Stamford, Ct, Us