Johnny Walston Email and Phone Number

As the leader of the IT Service and Business Management transformation at Aflac, I have the great privilege of supporting team of 70 dynamic individuals across 6 teams. Our teams have both the strategic and operational responsibility for Enterprise ITSM, TBM, ITAM, SACM and SAM. Ecosystem supporting our programs include Service Now, Apptio, VersionOne, Clarity, HP ALM, BeyondTrust, comaround, Big Panda, xmatters, Cherwell, Device42 and Splunk.

Manager – Global Support, Incident and Knowledge Senior Manager responsible for leading the Enterprise IT Service Desk. Individually accountable for the results of each desk, supporting 14 languages from 6 locations globally. Program level responsibility for continual service improvements, contractual obligations, metrics, SLA management, portfolio management and reporting.• Inaugural member of the Service Desk transformation team responsible for significant improvement of overall performance during tenure, highlighted by an increase of 50% Top Box /100% Net Promoter over baseline results for the EMEA region and an increase of 18% Top Box/35% RTF globally.• Accountable for the success of over 150 Service Desk agents across 5 international and one stateside location handling over 500k incidents annually through phone, chat and web ticket channels.• Service Now data and analysis expertise with a talent for utilizing performance data to create opportunities for improved operational excellence and also communicate the story to C-Level IT Leadership.• Evangelized need for consistent knowledge to support ITSM best practices and successfully implemented a quality knowledge process that managed over 10,000 articles across L0, L1 and L2 support teams.

Managed C-Level functions of a multi-location retail operation with a 50+ person staff touching over 50,000 individual customers. Generated annual sales of $3.5M, recognized as 2nd largest volume market in the United States. Significantly enhanced technology systems, improving overall company profitability and productivity. • Overhauled operational structure that was in place with previous, absentee ownership. Implemented standardized training for all employees, to focus them on sales, service, and operations. • Procured solution provider for deployment of new point of sale (POS) system. Resulted in ability to analyze product levels, inventory, sales revenue and trends, and create critical reports. POS solution improved the customer experience by slashing checkout time 75% and providing real-time order information.• Optimized new communication technology to significantly improve vendor relations and conduct electronic purchasing, order verification, and vendor payments.• Installed Cisco system providing network, wireless, VOIP, and Internet capabilities unavailable previously. Reduced communication expenses 50%. Project included 3 different geographical locations.• Launched interactive website featuring full product line using Flash and animation. Supported positive customer experience and gained market exposure aligned with “Big Box” competitors.

Program Manager directly supporting the Vice President, Data Center Infrastructure by coordinating projects, communications, procurement/vendor management, financial and other critical reporting in a 150-plus staff department. Directly managed primary staff of 4 reports in dual role. Key contributor in TRCW construction project for multipurpose office/data center that supports American Express Technologies Phoenix. Disaster Recovery/BCP specialist.Managed $300M multi-site purchase/lease back transaction allowing for accurate valuation, budget maximization, and proper asset scheduling. Assisted outsourced Fixed Asset Department with GAAP principles. Managed $35M Data Center Facility operations budget within ½% variance, along with a $150M capital budget.

Gap, Banana Republic and Old Navy brands, with over 3,100 stores. Gained fast-tracked promotions to roles of increasing complexity and challenge during tenure. Recognized as key operations contact in all positions held and supervised diverse workforce with staffs of up to 150 employees. Actively involved in new store openings. Regional resource based on exceptional product and brand knowledge. Positions held include Intern, Associate, and Store Manager.