Michael Johnson, Pmp Email & Phone Number

Germany

Powidz, Wielkopolskie, Poland

Colorado Springs, Colorado Area

Yongsan-Gu, Seoul, Korea

Mons, Belgium

Responsible for operational planning, establishment, execution and management of the **REDACTED** NSHQ Task Order, a $200M+ eight-year effort part of the almost $1B **REDACTED** Program. Manages over 50 geographically dispersed employees providing critical NATO SOF capabilities at SHAPE (Casteau and Chievres Belgium), Afghanistan and other warfighter support. Supports O&M and projects for NATO Unclassified Network (NUN) and NATO Secret Network (NSN) Systems and Networks, Knowledge Management, Deployable Operations, Training and Readiness, Customer Support, Project Management and Deployed Operations in support of over 10,000 end users. Successfully manages NSHQ **REDACTED**, **REDACTED** SOCC-Core and NUN enterprises, monitoring cost, schedule, and technical performance of component projects and operations, while working to ensure their ultimate success. Responsible for all aspects of the program over the entire life of the program (initiate, plan, execute, control and close). Manages system scope and program objectives as well as the role and function of each team member to coordinate team activities. Assembles project teams, assigning individual responsibilities, identifying appropriate resources as needed and developing a schedule to ensure timely completion of projects. Responsible for the fiscal, capital planning, operational, administrative and human capital management of the program. Serves as the principal point of representation and liaison with clients and government leadership on operational matters and providing day-to-day technical/professional guidance and leadership as appropriate to the area of expertise.

Washington D.C. Metro Area

Task lead for the Enterprise Operations Center Tier One Helpdesk. Manage the day-to-day operations of a mission critical, 24/7/365, service center supporting IT Services for multiple enclaves accessed world-wide. Responsible for improving quality of service and performing to customer mandated metrics in a performance based environment. Manage all aspects of a 50 person team, to include hiring, firing, evaluations, training. Primary point of contact for customer issues regarding service at the Helpdesk. Developed, implemented and improved expanded reporting and monitoring processes and procedures to provide government and contract management increased insight into the functional aspects of the operations of the helpdesk, producing a more efficient product and greatly improving customer service and reported satisfaction levels.

Solutions Architect for the CENTECH Solutions Development Team, working on all aspects of proposal development, from Business Development assistance through to submission of final proposal. Assist Business Development in the qualification of opportunities through the development of Gap Analysis documentation and providing expert guidance. Providing authorship for responses to Requests for Information. Decomposing sections L and M and PWS, SOO, and SOW elements for addressing RFP documents. Identifying win themes and discriminators, customer hot buttons, and developing strategies. Provided subject matter expect content on Helpdesk/Call Center Operations and Management, ITIL implementation and processes, Project Management, Human Resources and Staffing, Risk Management and Configuration Management. Performed Technical and Management Volume Lead duties managing input from multiple subcontracting sources. Performed Pink – Gold team reviews, compliance check, and book check duties.

Lead Project Manager for the Network Engineering, Customer Service, and Network Operations Team at the Federal Energy Regulatory Commission. Working with the Subject Matter Experts and the client, handle all aspects of projects within the team from Initiation through to Closeout. Interact daily with the Client to ensure that all projects are on schedule. Provide weekly updates on all projects to the Sharepoint team to update the CIO dashboard. Monitor and control projects while evaluating risk and capturing process changes and improvements. Develop policy documents, assist with creation of the Contingency Plan.

Manage all aspects of the day to day operations for the Department of Commerce, Bureau of Industry and Security. Responsible for the IT Operations and Security Contract for General Dynamics Information Technologies in the support of the Bureau of Industry and Security. Responsible for datacenter. Directly manage twelve General Dynamics staff providing IT Security and Auditing, Systems Engineering and Administration, Network Engineering, and Helpdesk functionality. Also manage the actions of eight subcontractors providing Network Engineering, Database Administration and Software Design. As the Network Operations Manager, manage the day to day operations of the Network Team who support Windows 2003 Servers, Symantec Anti-Virus, HP Servers, Citrix ICA, Blackberry Enterprise Server, Livestate, Netbackup, Nagios monitoring, NDS, Groupwise, Active Directory, and LINUX administration. Work with the team lead in the Helpdesk to manage the day to day interaction between groups and ensure the highest levels of customer satisfaction with all issues assigned to all groups. Initiate proactive monitoring and reporting processes to identify and resolve issues before they impacted the end user community. Interact directly with the Federal Staff on a daily basis to determine and resolve issues and to plan and implement the operational support strategy. Set priorities for staff members, delegate tasks to all team members, follow up on deliverables and assure customer satisfaction at all levels. Ensure that support at local office and remote offices meet the same high expectations at all times. Act as the liaison between the Federal Staff and GDIT staff both onsite and at headquarters.

Manage day to day customer service operations for the Department of Commerce, Bureau of Industry and Security. Responsible for supervising a staff of senior Help Desk technicians, who provide 1st and 2nd tier level support for an enterprise network, as well as managing the deployment, monitoring, maintenance, upgrade, and support of all IT systems, including PCs, operating systems, hardware, software, and peripherals. Set priorities for staff members, determining action plans for addressing and resolving technical issues, generate metrics to upper management to ensure staff is meeting SLAs, reviewing, developing and documenting procedures and processes. Average First Call Resolution increased from 86% to 95.9% Liaison between staff and customer, providing direct leadership in meeting customer requirements and expectations with written and oral reports on task status. As the Deputy Program Manager, function as the primary point of contact for BIS service issues in the absence of the PM.

Supervise the day to day operation of the IT Support Center. Ensure appropriate coverage for Phone Support and Desktop. Ensure SLA scores are being met in all areas. Monitor the IT Support Center Mail Account and route accordingly. Monitor the Admin-ITSC Account in Touchpaper and route accordingly. Primary contact for routine IT issues, client and contractor. Backup for Emergency/Non Standard issues, client and contractor. Assist with Tier 2 escalations of trouble tickets. Mentor and train staff of all levels of ability and experience. Primary Liaison to NE, SE and COTS teams