Theresa Johnston Email & Phone Number

Greater Denver Area

Denver Co

Greater Denver Area

Greater Denver Area

Created a positive collaboration with all Erie Elementary teachers and staff through effective communication strategies. Responsible for all community related programs including, Back to School Night, Reading with Santa, and Field Day BBQ.Designed and developed all marketing materials.Outreached to the community for monetary support for PTCO programs.

Supervised, trained, supported and coached five full-time employees while maintaining limited turnover during the term of employment.Responsible for the design/development, implementation and tracking of all support desk programs, projects and initiatives.Designed and delivered Support Center metrics to ensure the highest quality of service. Responsible for all aspects for support teams using Agile SCRUM development practices and Kan Ban productivity processes.Investigated, analyzed, and documented customer complaints and provided a professional and timely response / resolution.Effectively handled multiple projects/demands and functioned professionally under time deadlines, interruptions and occasional unpleasant situations.

Managed internal facing Help Desk for this Fortune 18 company with over $80 billion in annual revenues. Managed 18 employees in differing functions; including the data center, Help Desk, and administrative staff. Help Desk staff responsible for supporting McKesson employees in a 24x7 call center environment.Responsible for user account creation and security as well as hardware and software support including security tokens and remote access. Led the transition of the Corporate IT Help Desk to outsourced model (HP). Included managing end user adoption of the new outsourcing options. Responsible for consolidating the business unit Help Desks with the Corporate IT Help Desk reducing overall staffing from 17 to 13 people.Developed and rolled out the Tier 1/ Tier 2 Help Desk model allowing more efficient call routing and improved troubleshooting for the customer.Responsible for escalations from all levels to resolution.Created and maintained Help Desk metrics and reports for trending and root cause analysis as well as assuring best practicesNegotiated and implemented new data storage vendor saving the company over $200,000 annually.Implemented SAP time tracking and expense tracking modules of SAP corporate wide. Developed the incident, problem and change management process following ITIL guidelines. Acted as incident manager. Responsible for budgeting including forecasting and cost reduction strategies. Implemented three different Help Desk tracking systems over time.Developed and implemented electronic form for reporting issues that eliminated backlog and reduced incident reporting from days to a few hours.Obtained the highest customer satisfaction scores for Corporate IT

Masters, Business Administration

Ba, Anthropology And Women Studies