Ralph Johnson Email & Phone Number

Coral Springs, FL, US

Cupertino, California, US

• Delivery Leader for a MSP providing Infrastructure services for 40 hospitals in the Healthcare industry.
• Manages a team Network, Datacenter, Server, End-User Experience, Helpdesk and Incident Management contributors. The team is based in the United States and India.
• Engage regularly, often daily, with the customer to provide the best customer experience.
• Bring a high sense of urgency around role & charter - understand Customer Success.
• Maintain customer relationships and cadence at the IT leadership and C-suite levels.
• Measure and evaluate customer satisfaction (CSAT) and respond to CSAT results and responses.

Miramar, Florida, US

• I oversee the delivery of IT Services to clients, build cost effective solutions tailored to automate and simplify IT Services while partnering with the client.
• Multiple clients
• Perform QBRs
• Create report using Power BI
• Use Managed Engine for Desktop/Server Management
• Use OpsRamp and ConnectWise ticketing system

Noida, Uttar Pradesh, IN

• Service Delivery Manager for a Large Retail/Healthcare customer
• Onsite Delivery Manager.
• Managed a global team located in the United States and India.
• Responsible for the P&L, people care, governance and client satisfaction.
• Mapped to the client’s SVP and his Directors

Noida, Uttar Pradesh, IN

• Service Delivery Manager for a major international media company.
• Responsible for the delivery of Desktop, Incident Management, Problem Management and Network services in a Managed Services environment.
• Managed a global team located in the United States and India.
• Responsible for the P&L, people care, governance and client satisfaction.
• Mapped to the client’s SVP and his Directors.
• Managed a team located in the US and India that support the Desktop, Infrastructure, Problem Management, Incident Management, Network and DR/BCP towers.

Wayne, PA, US

• Owner of the end to end client experience for Enterprise customer accounts.
• Accountable for client satisfaction.
• Ensured that we exceeded client expectations.
• Managed all billing adjustments and makes sure that the invoices contain accurate data while managing the client contracts.
• Drove the activities of all partner organizations impacting my clients.
• Managed executive relationships both internally and externally.

Basking Ridge, NJ, US

• Account Manager for a financial account.
• Primary interface to a CIO for 24/7 support of a high-volume, high availability Sun Solaris trading platform.
• Responsibilities included P&L, strategic planning, team leadership, business development, IT operations management, delivery management, problem escalation & resolution, and customer relationship management.
• Worked with the sales team on contract renewals and growth opportunities.
• Held weekly Business reviews for Infrastructure & Database towers
• Participated in yearly business review

Palo Alto, CA, US

• Subject-matter expert accountable for Midrange systems for over ten clients for the Tulsa Data Center.
• The team consisted of System Administrators, Storage Administrators, DBA and BUR resources.
• Successfully represented the Datacenter on new deals that involve the Midrange environment. Oversee the financial outlook for multiple areas.
• Effectively handled clients from various industries that include the Transportation, Government, Energy andCommunications industries.
• Team members were located all over the United States, India and South America
• Successfully managed a $5,000,000 annual budget.

West Hartford, US

• e Delivery Executive
• Managed the day to day delivery of all Infrastructure services to US Airway, including SLA reporting, problem notification & resolution, financial / budget, and change control.
• Managed mainframe systems, midrange systems, desktop environment, helpdesk, and network teams.
• Managed a team accountable for the migration of the new reservation system for US Airways.
• Accountable for all infrastructure delivery to the airline.
• Mentored team members

West Hartford, US

• Accountable for all delivery issues pertaining to Continental Airlines for the Miramar Solution Center.
• Interacted with application team members, the EDS Account Team and with the customer.
• Accountable for the project management team and billing of resources to the account team.
• Ensured that problems were resolved quickly.
• Part of team that managed center achieving GSMS/CMMI level 3.
• Managed 100 onshore resources.

West Hartford, US

• Responsible for all work pertaining to CIT (a financial services company) and was accountable for the loan origination system consisting of consumer loans, dealer loans and wholesale loans.
• Managed team responsible for a real-time TPF mainframe system that included web enabled systems and batch components.
• Forecast the projects financials and maintained the margin on the account.
• Focal point for all issues, communications and requirements gathering to and from the customer.
• Effectively managed ten resources and their work as well as was being responsible for the daily needs of the customer and the long-term needs of the account.
• Successfully managed a $1,500,000 annual budget.

West Hartford, US

Project Manager / Team Lead

• Computer programmer specializing in Assembler, PLI, TPF and Cobol