Mark Johnson Email & Phone Number

Wylie, Tx

Richardson, Texas, United States

Directly responsible for the realignment of company deployment guidelines and standardization of all functions across the operational team in the US. While in this role I have overseen the process of decreasing deployment timelines while increasing productivity, QC, and overall customer satisfaction across our production line, customer service, and field services. I have successfully negotiated with vendors to ensure resilience of supply chain through multiple lines of supply with better pricing and solidified logistics relationships to reduce our shipping costs and timelines.

Freelance advisory role for companies looking to augment or replace their existing technology.

Arlington, Texas, United States

● On-boarding of new customers○ Assisting with contract terms including complex SLAs across multiple vendors○ Directly liaison with MDM engineers to ensure golden image requirements are met○ Manage vendor relationships for acquisition of product ○ Train internal resources on configurations, QA procedures, and proper shipping methods● Cash-flow operations○ Responsible for managing EBITA and record keeping for investor reports ● Process improvement○ Physical floor layout optimization to drive production goals○ Constant revision of SoP to ensure best practices are used and up to date○ Utilizing new technology to increase productivity including automation through scripting● Team leader○ Full org reports ranging from receiving, shipping, QA, asset management, configuration, sales, engineering, and RMA teams○ Scheduling employees around customer driven deadlines○ Quarterly employee reviews for recognition and goal setting● Building management○ Oversee all facility operations○ Negotiation of lease terms and construction projects to maximize usable space

Plano, Texas, United States

● Oversee activities for several clients relating to global service desk operations ○ Management of service desk team leads and their assigned groups○ Customer escalation resolution● Strategic staff allocation and development○ Skill agents for various customer support○ Ensure 100% coverage based on contract

Plano, Texas

● On-boarding of new customers○ Assisting with contract terms including the service level agreements○ Worked with external IT resources to confirmconfiguration details○ Assisted with procuring assets○ Trained internal resources on configuration steps, QA procedures, and proper shipping methods● Process improvement○ Physical floor layout to drive production○ Constant revision of SoP to ensure best practices are used○ Utilizing new technology to increase productivity● Team leading○ Over 30 direct reports ranging from receiving, shipping, QA, asset management, configuration, and RMA teams○ Scheduling employees around customer driven deadlines○ Quarterly employee reviews for recognition and goal setting○ Oversaw the building and deployment of enterprise level server equipment● Building management○ Handled all facility related tasks○ Negotiated and built out 3 additional warehouse spaces to keep up with customer space requirements● Global training and development○ Trained staff in the UK, Japan, Mexico, and Australia for configuration and deployment services○ Worked with internal teams to establish proper shipping procedures for international shipments

Addison, Texas

● Training and development○ Successful customer engagement leadership involving onboarding, training, and troubleshooting of Trintech's award winning account suite○ Cloning of services (coping server image) for advanced troubleshooting without impacting client directly.○ Alpha testing of all software enhancements with detailed notes and fixes given back to the developers● Team leadership○ Proven leadership of internal help desk team○ Oversaw new hire training and sponsorship

5850 Granite Pkwy, Ste 700, Plano, Tx 75024

● Contract position for Texas State Fair network overhaul○ Replacement of coax and rj45 to update with CAT6○ Replacement of existing network hardware, Netgear routers○ Installation and networking of desktop PCs○ Installation and networking of Azure server and local storage database

Richardson, Tx

● Ortho clinic onboarding○ Support for hardware installation on site at Ortho office○ Initial training assistance for clinical staff○ Network security installation (ASA5505)● Clinical help desk○ Assisted staff and doctor with any issues pertaining to hardware/software○ Continued training before/after software updates○ Network connection troubleshooting with hardware● Internal Staff Leadership○ Trained new staff○ Mentored existing staff through continued "Lunch and Learns"○ Created internal documentation for troubleshooting QA scenarios

Galleria, Tx

Responsible for providing end user support on Hardware and software for desktop, laptops and peripheralsSupport of Windows based Operating Systems from XP – Server 2008.Troubleshoot MS Office Suites (2007/2010), MS Outlook, Antivirus (Symantec, McAfee, etc…) and Firewall.Financing and purchasing equipment for many Fortune 1000 companies.Budget management ranging from procurement of office supplies to server blades with the mission of exceeding clients expectations while meeting a strict bottom line.

Dispersing funds to buyers/agents/lenders/etc etc, completing closed files, filing deeds with the county of each property, making sure that everything is in order after the closing department is done with the file.

Ordering Title, clearing HOA liens, pulling Tax Certs, getting files ready for the closing department.

Day-to-day operational IT work - virus removal, PC cleaning, migration of machines, setting up network devices, implementing software and hardware changes to help with current and future tasks.Configuration of all network equipment at the practice - CISCO devices, Sonicwall, and a variety of network printing solutions.

Development and implementation of current intranet used to log employee PTO/sick leave, company calendar, important internal documents, marketing campaign proofs, and employee message board.Various marketing campaigns, physical mail-outs, email blasts, and viral commercial videos.Design/development of the corporate website, logo, and web identity.Various database engineering to facilitate a growing data mining operation.

Bachelor'S Degree, Business Administration And Management, General, 3.1

Associate'S Degree, Information Technology

Business Economics

Activities and Societies: LAN club, Recreational Artists

Education record

Maximizer | Achiever | Responsibility | Strategic | Learner