Stepfon Johnson Email & Phone Number

United States

1. **Incident Resolution and Communication Management: ** - Successfully resolved assigned incident tickets, maintaining open communication with end-users throughout the resolution process. - Proactively informed the Help Desk Manager of concerns, leading to consultations with vendors and technical staff to ensure system functionality aligned with laws, regulations, and best practice standards.2. **Analytical Problem Solving and HR Management: ** - Applied diverse analytical and research techniques to research and analyze system/user problems effectively. - Undertook Human Resources management responsibilities for the assigned team, including creating performance plans, conducting mid-year and annual reviews, and providing mentorship and coaching to team members.3. **Ticket Management and Process Improvement: ** - Monitored incident tickets, identified trends, and resolved aging tickets, demonstrating a commitment to efficiency and continuous improvement. - Identified and addressed process issues, contributing to a streamlined and effective incident resolution workflow.4. **Training and Stakeholder Collaboration: ** - Facilitated and assisted in the training of Helpdesk staff, UAT Testers, and Program Requirement Analysts, fostering a knowledgeable and skilled team. - Played a key role in Joint Application Development (JAD) sessions, acting as a liaison between the development team and business stakeholders, ensuring alignment of objectives.5. **Change Control Process and Standards Development: ** - Actively participated in the Change Control Process, contributing to the effective management of changes within the system. - Contributed to the evaluation of modern technologies, solutions, and tools associated with Gateway and end-user support, actively participating in the establishment of Help Desk standards and procedures.

Atlanta, Georgia, United States

1. **Strategic Leadership and Staff Development: ** - Directed a high-performing team in delivering quality services, emphasizing adherence to DFCS policies, clearances, and resource needs. - Implemented a structured approach to evaluating staff performance, identifying development needs, and providing effective coaching and mentoring. - Established and communicated clear expectations and accountabilities, fostering a positive work environment.2. **Effective Communication and Documentation: ** - Prepared comprehensive written reports, summaries, and analyses of findings, ensuring compliance with county, state, and federal policies. - Maintained accurate documentation, completing reports, logs, and forms in a timely manner, reflecting a commitment to detail and compliance.3. **Training and Development Initiatives: ** - Developed and delivered training programs to enhance staff skills and keep them informed about DFCS policy clearances, changes, contracts, and resource needs. - Identified and addressed staff development needs, contributing to optimal performance and the acquisition of valuable skills.4. **Goal Setting and Results-Oriented Leadership: ** - Defined clear goals and required results at the onset of performance periods, fostering a shared vision among the team. - Regularly communicated progress toward defined goals, provided specific feedback, and initiated corrective actions when necessary, ensuring alignment with organizational objectives.5. **Employee Relations and Performance Evaluation: ** - Demonstrated strong leadership abilities by regularly conferring with staff to review the employee relations climate and address specific problem areas for improvement. - Conducted scheduled employee evaluations, considering all relevant information, and provided constructive feedback, contributing to a supportive and growth-oriented work environment.

Atlanta Metropolitan Area

- Lead and manage teams in delivering quality services to clients.- Evaluate staff performance, provide coaching and mentoring, and promote a positive work environment.Associate of Science: Multimedia Management & Graphic Design

United States

- Design and manage sports graphics for various social media platforms.- Consult with clients to create captivating logos that represent their businesses.- Stay up-to-date with the latest industry trends and graphic design styles.