Tim Johnson Email & Phone Number

Washington, DC, US

Tysons Corner, Virginia, United States

• Slashed operating costs by $100,000 launching Jira Service Management as new ticketing platform.
• Streamlined user onboarding and offboarding, reducing offboarding time by 20% through Jira automations.
• Reduced ticket volume by 44% within the first three months of Jira’s launch through the development of self-service IT knowledgebase content.
• Led the transition to a cloud-based RingCentral telephony system, authoring documentation, facilitating weekly stakeholder meetings, and onboarded Director of Telecommunications.
• Directed annual PCI-DSS audits since 2020, achieving zero non-compliance issues.
• Mentored an IT team of three, fostering continuous improvement and professional development.

Tysons Corner, Virginia, United States

• Migrated helpdesk systems from Freshservice to Zendesk to further integrate non-IT business teams.
• Enhanced customer support by integrating Zendesk web chat into the website, boosting customer engagement and satisfaction.
• Facilitated the transition to a fully remote work environment for 250 employees during the COVID-19 pandemic, scaling up VPN licenses and contributing to increased productivity levels.
• Relocated 26,000+ sq/ft office space for multiple business units without operational disruption.

Tysons Corner, Virginia, United States

• Transformed employee lifecycle processes by developing an advanced Excel solution, streamlining data input and ensuring efficient integration for new hires and smooth transitions for exiting employees.
• Streamlined account creation processes through automation, cutting setup time by 92%.
• Supported a multi-phase telephony upgrade, transitioning call center reps to softphones, eliminating outdated hardware, improving Quality of Service (QoS), and enhancing overall functionality.

Sterling, VA

• Cultivated relationships with over 30 healthcare industry clients, collaborating with third-party vendors to integrate line-of-business software and enhance customer satisfaction.
• Drove the evaluation of stakeholder escalations, collaborating with the account management team to define project scope versus standard ticket work, optimizing project efficiency and ensuring seamless execution.

Sterling, Virginia, United States

• Provided foundational IT support and service management, laying the groundwork for advanced roles in IT service and technical program management.

Woodbridge, VA

• Optimized staff schedules, ensuring efficient alignment with the department budget and maximizing labor productivity.
• Analyzed and acted on inventory reports to promote open-box and end-of-life products, contributing to minimized revenue loss.
• Assumed full leadership of the gaming department during a supervisory leave of absence, driving performance that placed the department in the top 15% company-wide for the 2012 fiscal year.

Woodbridge, Virginia, United States

• Tailored customer solutions to fit individual budgets and seamlessly transitioned clients to Geek Squad for comprehensive quality-of-life services.
• Educated customers and colleagues on emerging technologies, spanning from home office setups to enterprise solutions, enhancing overall tech proficiency and sales effectiveness.

Washington DC-Baltimore Area

• Conducted rigorous screening of individuals entering the facility through designated employee entrances, utilizing metal detectors, x-ray machines, and thorough bag inspections to ensure the security and safety of all.

Woodbridge, VA

• Utilized technical expertise to troubleshoot and resolve customer issues with gaming consoles, PCs, and accessories, providing effective solutions to enhance customer satisfaction and minimized returns.
• Educated customers on the latest advancements in gaming technology, emphasizing the integration of gaming systems within home networks for optimal performance.
• Collaborated with store management and official vendor partners to set up and maintain in-store gaming stations and demos, ensuring seamless operation and demonstrating the technical capabilities of gaming products.