Nicholas Johnson Email & Phone Number

Remote Worker

Chattanooga, Tennessee, United States

Maintained overall responsibility for customer satisfaction through the delivery of IT services.Managed vendor relationships with offshore resources. Built and maintained positive relationships and ensured delivery of service-level agreements.Assumed responsibility for Dev Ops maturity including self-sufficiency processes, automated test suite creation, and sub-production stability efforts. Matured process-oriented Run Team into a customer-centric service delivery team, focusing on best understanding our customers, and their needs, and proactively taking action to maintain outstanding customer feedback scores. Managed Unum's Total Leave run team, a combination of on-shore Full-time employees and off-shore augmented staff to support Unum's flagship Absence Management Cloud-hosted application. Point person for business continuity. Ensured Disaster recovery plans were established, documented, and reviewed annually. Maintained 99.8% application availability for mission-critical applications.

Chattanooga, Tennessee Area

IT Service Delivery Manager for Unum IT Operations ITIL Processes. Focused on continuous improvement and process enhancements for the Incident and Problem processes.

Chattanooga, Tn

This role is considered global and functions under the Incident Management Process and operates horizontally, across organizational lines, versus supporting a specific organization or subsidiary company. The GS-IT Incident Manager is accountable for the delivery of globally impacting Priority 1 incidents; of application impacting Priority 2 incidents for UUS; and of Major Incidents. The GS-IT Incident Manager ensures that high priority, broadly impacting incidents are managed effectively and professionally resulting in the restoration of normal service quickly, efficiently, and with minimal impacts to customers. The role is responsible for delivering the "Incident" service against defined service descriptions and service levels; the role is expected to have thorough knowledge and observance to Incident Management Process. Tactically, this role convenes incident teams, provides knowledge, reviews trends, ensures engagement of IT staff, delivers effective communications, champions and leads toward Incident Process adherence and facilitates fluid integration between other services, like Change Management, Event Management, and Problem Management. The role requires a strong driver/leader capable of directing others during high pressure situations that may involve senior leaders, managers, and subject matter experts, as well as providing written and verbal communications. Additional responsibilities include hierarchy escalation, identify and pursue incident process improvements, conduct post-mortem reviews, prepare metrics or presentations, create and maintain Incident Process documentation, and create and maintain relationships. This role requires 24x7 On-Call responsibilities, and a solid understanding of ITIL.

Robins Afb

Managed computing network specifications by identifying network requirements, installing upgrades, monitoring network performance. Creates and maintains databases by identifying and solving database requirements; supporting users.● Configured and operated Linux/OpenVMS-based system; created unique database allowing aircrew to identify ground targets.● Troubleshot $2 M operating system; maintained maximum equipment availability.● Oversaw Integration of software upgrade for worldwide multi-aircraft project; ensured integrity and conformity of $34 M of classified media.● Ensured flawless network integrity by applying personal IT support to customers.● Trained 50 employees on software operating procedures for $245 M surveillance and reconnaissance aircraft● Established organization’s first quality assurance office to oversee and maintain DOD operating standards for over 100 employees.