Kimberly Johnson Email & Phone Number

Katy, Tx, Us

Houston, Texas, United States

Responsible for the maintenance, development and launch of new and innovative DIY projects online, ensuring they meet the needs of end-users and align with company goals for both Homedepot.com and Blinds.com

United States

Led the successful redesign of an online grant funding application as both the acting UX designer and Product Manager, resulting in enhanced usability and improved user experience. This included conducting comprehensive user testing to gather requirements and implementing strategic tradeoffs to optimize return on investment (ROI).

United States

Created, maintained, and refined a Statewide Government Financing, HR, and Payroll platform while functioning as the Subject Matter Expert and maintaining an unbiased opinion on opportunities.

Shreveport, Louisiana Area

Individually met the needs of new and upgraded SaaS clients by conducting consultations, software deployments, and go-lives for proprietary software solutions. Offered procedural and troubleshooting support via phone, email, and remote connectivity.

Shreveport, Louisiana

Fostered a partnership with internal and external stakeholders to communicate project timelines, considering milestones while developing and delivering RFPs for potential clients. Responsible for over $1,000,000 in overall revenue.

Greater Atlanta Area

• Managed day-to-day operations of the IT network while resolving daily user technical support cases for clients and internal staff in a 24x7 environment• Conducted setups, equipment purchasing, and security review for processing for new hires• Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes, reviewed system and application logs, and verified completion of scheduled jobs such as backups• Provided hardware framework such as mirroring computers and forming network connections• Provided troubleshooting, hardware configuration, device support, and technical support for incoming queries and issues for clients (AT&T, Ocean Exploration Trust, BSkyB, Liberty Global, etc.)• Proactively monitored and managed the incident tracking and escalation system

• Provided customer service to resolve technology questions, challenges and problems through a series of trouble shooting activities in a virtual call center environment• Sustained accountability for metrics such a Performance Metrics, Service Level, Quality, and Customer Satisfaction• Interacted with customers in response to inquiries, concerns, and requests about products and services• Reviewing, troubleshooting, and resolving escalated support cases• Maintaining clear communication with customers and team members to ensure all issues are thoroughly resolved, focusing on Customer Satisfaction