Josalyn Johnson Email & Phone Number

Houston, Tx, Us

Houston, Texas, United States

Houston, Texas Area

Oversaw and Managed 4 different support teams. Each team supporting a different area of IT (Desktop Support, IT Asset Management, Desktop Configuration, IT Supply Management/Ordering). Assisting with the hiring, supervision retention and evaluation of over 30+ Desktop Support Technicians (FTEs and contractors) across the US. Supervised technical staff locally, domestically, and internationally.Coordinated activates and assignments for technicians as needed. Oversaw system maintenance of all desktops, laptops, peripherals and coordinated assistance for onsite networking and server support. Collaborated and worked alongside with security and compliance teams to ensure all systems are security compliant. Worked with different departmental teams to streamline the company onboarding and off boarding process for employees. Implemented procedures to retrieve hardware of terminated employees; while also continuing to work to improve the process.Developed and documented all processes and procedures for End User Computing (EUC) Support Team (Desktop Support Technician, Configuration Technicians, Asset Room Coordinators and Ordering/IT Support team in Costa Rica in alliance with company objectives and goals.Oversaw IT Ordering and fulfillment process. Established processes and procedures for the ordering end user, networking, and telecom hardware. Responsible for the ordering and procurement of over 200K worth of IT Hardware (including networking equipment). Ensured team obtains proper purchase approvals and place orders according to procedures. Asset Management. Assisted Asset Manager with the improvement or processes and management of assets. Conducted team and individual trainings on new procedures and how to utilize Service Now. Trained and educated peers and direct reports regarding proper work completion. Utilized SCCM to research device location and last user login information. Other supported technologies include: Resware, Microsoft Products, Citrix, Office 365.

Houston, Texas Area

Information Services Desktop Support Supervisor for gas and oil client. Co-Supervise a team of 20 desktop and remote technicians (local, national and international sites).Oversee and manage all customer requests and incidents. Take ownership of end users issues and ensure problems are resolved according to SLA agreements. Ensure team members are researching, diagnosing, and troubleshooting solutions to resolve end user’s issues.Responsible for staffing, performance appraisals, human resource management planning and forecasting, training and development, and career path progression. Develop, modify or/and implement new technical processes and procedures. Help formulate and implement procedures for improved service levels.Reporting. Provide various reports to senior management and client. Coordinate and schedule hardware refreshes/ upgrades of over 1000+ laptops, desktops and other leases peripheral equipment.Major Accomplishments:Gained control of desktop refresh project with little notification. Established a process, schedule, and training for technicians to implement within days’ time. Took over the management of phone setups for existing and new users. Reviewed training for technicians and prior to new duty rollout.

Houston, Texas Area

Served as service desk supervisor for the Clinical Applications and Support Laboratory Informatics service desk.Trained, coached and mentored Service Desk Technicians and provided development opportunities. Maintained staff working schedules and provided backup support to insure proper coverage for the LIS Service Desk; a 24/7/365 operation. Provided ongoing feedback and clear direction to direct reports. Held staff accountable for complying with divisional, and/or departmental practices in delivering products and services. Supervised performance of staff. Provided effective and timely coaching. Evaluated work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action.Interviewed candidates for positions within the organization/unit, and recommend appointment, promotion, or reassignment. Incident Management. Oversaw the accurate documentation and routing of service requests, incidents, and problems.Analyzed incidents and service requests to develop strategies for service improvement.Developed phone/ticket escalation processes to ensure accurate escalations and the free flowing of information within the support organization. Proactively sought out ways to improve LIS service delivery and recommends solutions and/or improvements. Created, organized, and implemented standards. policies and procedures ensure continuous process improvement Communications Manager. Established and managed downtime communications process for the LIS division. Responsible for reporting downtime to various stakeholders.Disaster Recovery. Assisted Clinical Support groups in the developed of policies and procedures for disaster recovery initiatives. Facilitated testing of procedures, including after action reports, and update of plans based on corrective action findings.Reviewed and survived customer feedback to improve services and customer experience. Promoted continual quality improvement through coaching and lessons learned.

San Antonio, Texas Area

Develop and maintain ITSM Problem Management process; draft processes, policies and standard operating procedures. Review and capture all high severity incidents. Make determinations whether high severity incidents are within the scope of command managed services or infrastructure. Create a Problem Records for in scope incidents needing further review. Coordinate problem management efforts with other departments that have responsibility of maintaining assigned areas. Perform, direct/participate in root cause analysis of incidents. Direct efforts to develop corrective actions/or work around solutions to known errors to minimize impacts in cases where the error cannot be removed. Conduct special problem investigations as requested by leadership. Open Known Error records for incidents where the root cause analysis is known. Document new elements of root cause analysis and relate identified root cause to existing known records. Conduct regular reviews of Critical Incidents, Problem Investigations, and Known Error records paying special attention to any patterns of impact that may be evident. Also regularly review corrective actions in progress/development to ensure completion of full life-cycle of problem management process. Creating Critical Incident Management Process for Division. Working with team leads and teams to establish data collection standards for standard incidents as well as critical incidents. Review incident tickets for trend analysis and content documentation. Conducting analysis of functional groups within the division to determine areas of improvement. Serve as backup for Change Manager. Monitor current and planned changes to ensure progression of change records throughout change lifecycle. Participate in weekly CAB (change advisory board) meetings to review and approval assigned change records. Convenes urgent CAB or ECAB meetings for all urgent RFCs. SharePoint Site Content Manager for branch SharePoint site.

Chantilly, Va

Desktop Services Project Manager. Managed life cycle of customer project requests. Received, logged and reviewed scope requirements. Managed changes and the change process with a goal to standardize the Change Management Process and Procedures with the end result being timely and efficient tasking of all centralized and global requests. Supervised the conduction of site surveys as well as the ordering of infrastructure/equipment as needed to meet requirements. Utilized customer provided tools (SAP and SharePoint) to develop and submit Rough Order of Magnitude (ROM) cost estimates. Developed bill of materials and submitted request for Funds (RFF) to budget office. Tracked funding and initiated the execution phase of project following receipt of funds. Consulted with external vendors in order to obtain price quotes for needed materials. Created SAP procurement request after quotes from vendors are received and approved. Managed software requirement information. Ensured that required applications are acquired and deployed. Monitored procurement and receipt of equipment by the specified site. Developed release and work packages. Submitted the release of work packages for execution. Created SAP work requests to coordinate project work with facilities when required. Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.

Prepared lesson plans and methods to teach them* Taught basic courses in Microsoft Office* Created and graded student assignments and exams

NCE Deployment Planning and Execution Program. Maintained integrity of deployment data until final delivery to agency. Provided continued identification of changes to NCE PMO deployment information. Captured, updated and maintained position specific information for each deployment increment completed through the end of all deployments.Accomplishments:  Verified and update deployment data after each increment (35 increments, each consisting of 250 plus employees).  Maintained data to ensure deliverables were met until project end.

Managed/Owned all change management requests for National Geospatial Agency Reston site and Enterprise Account Creation team. Reviewed and improved the Change Management processes when needed. Acted as point of contact between government employees, contractors and technicians in regards to change request implementations or account creations. Responded to requests for information (RFIs). Worked directly with customers to resolve complaints and answer any questions that they may have regarding change requests or incident tickets. Conducted daily analysis of change requests. Analyzed users’ needs and collected requirements to determine scope of request. Determined what can be tasked out to technicians for immediate implementation; set schedule for changes request to be worked. Maintained monthly schedule of change request that have to be implemented within a monthly period. Tracked and updated all standard and nonstandard service requests via Remedy on a daily basis. Reviewed pending requests for updated statues. Assisted Incident Management Queue Coordinators with incident tickets and work tasking. Used leadership skills to professionally motivate, direct, and encourage task and project execution. Ensured all change requests are completed within SLA agreements/standards. Facilitated Change Advisory Meetings to discuss changes requiring approval.Accomplishments:  Worked off back log of over 100+ customer change requests while maintaining a schedule of incoming requests.  Ensured implementation of over 200+ major and minor change requests. Improved SLA metrics for the Account Creation Team within 3 months of taking as queue manager.  Received team awards for exceptional contract performance

Supported more than 2000+ end users with computer, network systems and peripheral devices. Responsible for troubleshooting, installation, configuration, and repairing computer systems. Loaded and updated various software requests on existing network machines.

* Managed work assignments for 8 personnel. Including trouble call routing, dispatch and individual technician repair actions* Drafted, modified, tested and implemented (SOPs) standard operating procedures for troubleshooting various systems and proper software install procedures* Communicated with off-site vendors to request service in troubleshooting or replacing defective software or hardware* Wrote, edit and maintained Access Control List

* Provided support of over 2000 workstations, cabling, and associated peripherals connected to the USS George Washington's Local Area Network

Dba, Cybersecurity

Master’S Degree, Cybersecurity - Digital Forensics

Master Of Business Administration (M.B.A.), Project Management; Acquisition Management

Bachelor, Science And Business Administrationit Management

Associate Of Science, Computer & Information Systems