Keith Johnson Email and Phone Number

• Responsible for the assessment of potential and previously acquired IT outsource engagements for the Service Desk. Tasks included “pain point analysis” with the IT department director and management, as well as a review of the client’s IT projects, current technologies and incident management operations. • Responsible for the discovery phase; collecting data from any and all metrics available for analysis. Implementation of industry best practices regarding processes and procedures are applied throughout the developmental on-boarding phase. • Responsible for ensuring alignment with the client’s overall IT objectives as a department and as a whole based on Service Level Agreements (SLA’s) set forth and ensuring business opportunities utilizing my technical knowledge and project management experience, leveraging the Service Desk for the client’s incident management operations if applicable.

• Provide assistance to the client’s executive staff (IT directors and management) to ensure proper IT project planning and expedited incident resolution.• Developed procedures to allow constantly amended information to be verified and quickly disseminated to support personnel, keeping them "in the know."• Main point of contact for various IT directors, managers, and system administrators supported by the outsourced Service Desk model.• Provide direction, support, and overall assistance for all operational activities of the Service Desk.• Development of QA policies, troubleshooting methodologies, and processes and procedures as the Service Desk went from an 8 client Help Desk to an 18+ client Service Desk. (HDI Outsourced Service Desk Finalist 2013)

• High visibility role in planning, coordinating, directing and designing the Service Desk infrastructure relied on for incident management. This included administrative duties for newly acquired systems such as the incident management system (Tech Excel’s Service Wise).• Responsible for ensuring that projects can be managed and reported on via the metrics within the incident management system. • Changed system workflow, processes and procedures better suit projected call volumes and requirements needed for metrics and reporting.

• Supervision of Service Desk tier 1 analysts, their incident troubleshooting, documentation and resolutions.• Review incidents escalated by Tier 1 personnel. Suggest other methods to resolve end user issues. • Actively troubleshoot incidents escalated by Tier 1 to ensure all methods were exhausted before escalating to other interested parties.• Tasked with assisting, and planning special projects for different companies while performing help desk support in a high volume, call center.• Established client relations and maintained and fostered those relationships proving worth to the client and the company’s bottom line.

• Assisted customers in resolving technical issues via email, phone, and web portal support. Customers varied from small businesses to large enterprise organizations.• Created quick reference knowledge base material, after thoroughly testing for colleagues.

• Answer incoming requests by various means, quickly and effectively assess the issue, and ultimately provide incident resolution for pharmaceutical sales representatives.• Clearly document troubleshooting steps for Knowledge Base during “go-live” efforts for new applications.

• Creation, supervision, and training and development of the sales force for the Orlando Resort’s campaigns.• Streamlined the training, effectively increasing the speed for sales consultants to get “on the floor,” reducing the costs associated with new talent from three weeks of training to one.

• Assistance of end users in home network configuration, installation, and general support of various applications, ensuring the highest level of customer satisfaction by resolving issues the first time (72% First Call Resolution rate, highest in the department during the last quarter my last year).• Document steps used to troubleshoot and resolve, as well as monitor the incident to ensure resolution in a timely manner.