Carol Johnson
Dallas
Summary
Motivated and highly professional Project Manager with over 28 years of Information Technology experience and cross business unit facilitation. Detail-oriented team player with problem solving skills and the ability to convey technical information in a clear, concise, and logical manner with strong customer service orientation.
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
GC Service Manager
Concord Commercial Services
01.2025 - Current
- Directs, leads all Service and associated Production staff
- Coordinates with the Service Leadership Team for technicians needed for daily pre-dispatch planning
- Performs daily pre-dispatch with the Service Admin
- Communicates and/or meet with the Service Technicians to review their assigned dispatch jobs
- Reviews daily time sheets and receipts to then submits to the Service Admin
- Reviews, approves, and submits Job Scopes
- Sign-off on completion of jobs in conjunction with the Service Admin
- Utilizes and helps coordinate subcontractors as needed
- Approves purchase orders
- Reviews, modifies, and approves vendors’ invoices
- Performs active customer care through in-person meetings, verbal and written communication to develop, maintain, and grow business relationships
- Seeks new opportunities to expand Concord’s customer relationships
- Aggressively sells and sign-up new work
- Prepares, reviews, and sign-off’s on Customer Estimates and Concord invoices billed to customers
- Maintains and grows a high-quality, dependable workforce
- Performs annual reviews with each Service department employee
- Addresses Service employees’ performance and/or disciplinary issues in accordance with the company’s Handbook
- Enforces the policies and procedures put in place by Concord
- Supports and cooperates with other personnel and departments within the company
- Led service teams to enhance operational efficiency and customer satisfaction across multiple projects.
- Streamlined workflow processes, resulting in improved service delivery and reduced response times.
- Developed training programs for staff, fostering skill enhancement and promoting adherence to safety protocols.
- Implemented quality assurance measures, ensuring compliance with industry standards and customer expectations.
- Analyzed service performance data to identify trends, driving informed decision-making for process improvements.
- Met with customers to discuss service needs and offer available solutions.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
Construction Project Manager
Omega Services & Supply
02.2023 - 11.2024
- Responsible for on-site surveys/visits to develop SOW’s for estimating/bidding
- Responsible for reviewing construction plans and specifications
- Responsible for estimating
- Adjusted goals and timelines for project completions
- Managed 35 to 40 projects from inception to completion
- Responsible for preparing, gathering closeout documentation
- Responsible for reviewing building specs while inspecting sites to ensure project standards
- Communicates solutions to clients/customers concerning unrealistic objectives/expectations
AV/Construction Project Manager
World Wide Technology, Inc. (Contractor)
03.2021 - 01.2023
- Responsible for supervision of all personnel and activities on project site.
- Obtain and read all contract documents including, but not limited to: bid drawings and specifications, contract, project workbook, subcontractor scopes of work, and construction schedule.
- Acquire a thorough understanding of project requirements and objectives including, but not limited to: contractual, financial, technical, schedule, construction coordination, materials, personnel, and scope of work.
- Facilitate internal project kick-off meeting that includes key participants from sales, engineering, fabrication and installation.
- Coordinate all in house activities associated with project execution, including but not limited to: submittals, engineering, fabrication and installation, programming, commissioning, testing and troubleshooting.
- Create and manage the project schedule.
- Function as the focal point for internal and external project communication and documentation.
- Coordinate activities with general contractor, construction manager, owner and other trades as required.
- Provide regular reports of job progress to all stakeholders.
- Assist with, or facilitate the ordering of materials upon approval of submittal documents or verification from engineering for design-build projects.
- Coordinate with installation/operations manager to schedule personnel for installation.
- Cooperatively manage and monitor the labor expenditures of engineering, fabrication and installation personnel over the course of the project and communicate (upward) any issues that impact profitability.
- Solicit quotes from qualified subcontractors as required.
- Generate and/or respond to construction communication including, but not limited to: requests for information, change order documents, room readiness letters, delay or compression notification of theft or damage to materials, tools or vehicles, safety or injury reports, warranty information, material hand off or inventory, punch lists, field reports, sign-off documents or other documentation as assigned or required.
- Proactively manage the change order process.
- Regularly inspect installation work performed by staff and/or subcontractors.
- Test, or certify the performance of, installed systems.
- Coordinate and/or provide training to client.
- Coordinate turn-over of project to service department at the end of each project.
- Led cross-functional teams to ensure timely project delivery and adherence to quality standards.
- Developed and implemented project plans, schedules, and budgets for construction initiatives.
- Coordinated subcontractor activities and managed procurement of materials to streamline operations.
- Conducted risk assessments and developed mitigation strategies to minimize project delays.
- Fostered communication between stakeholders to facilitate collaboration and resolve issues promptly.
- Mentored junior project managers, enhancing their skills in project execution and management techniques.
- Analyzed project performance data to identify areas for improvement and drive efficiency gains.
- Established quality control measures that improved compliance with industry regulations and safety standards.
- Directed day-to-day operational aspects of project and scope and monitored progress of construction activities.
- Managed construction projects from inception to completion, ensuring timely delivery and budget adherence.
- Produced regular project update reports for senior business leadership.
- Supervised day-to-day activities of [Number]-person team of contractors to promote productivity and efficient use of resources, maintaining on-time and under-budget project delivery.
- Reviewed project scope, required materials and labor pricing to develop competitive bids.
- Evaluated subcontractor performance regularly, ensuring high-quality work was consistently delivered on time and within budget constraints.
- Played an integral role in securing new business opportunities through participation in industry events and networking activities.
- Thoroughly reviewed material proposals and negotiated contracts.
- Streamlined permitting processes by proactively engaging with local authorities early in the planning stages of each project.
- Achieved maximum cost effectiveness by providing value engineering for construction means and methods.
- Reduced overall project costs through value engineering initiatives and strategic planning efforts.
- Developed comprehensive project schedules, resulting in timely completions and minimal delays.
- Enhanced client satisfaction by providing regular progress updates and addressing concerns promptly.
- Obtained building and specialty permits from local jurisdictional agencies.
AV Senior Project Manager
Whitlock
04.2019 - 03.2020
- Solid ability to build manage and lead a team of A/V specialists
- Adept at working with subcontractors and managing remote operations
- Strong knowledge of Mac and PC hardware and software operations
- Ability to provide a wide range of A/V technical support
- Adept at prioritizing through efficient organizational skills
- Strong professional work ethic
- Research new audio and visual equipment before seeking purchasing authorizations
- Employed conferencing technologies as needed for meetings and client presentations
- Supported repair replaced and maintained all A/V equipment
- Ensured that all scheduled projects were completed on time
- Inventoried all A/V equipment and related supplies
- Provided technical support for A/V equipment as necessary
- Developed standard operating procedures and policies for A/V team
- Managed video conferencing and security surveillance installations
- Maintained solid communications with external vendors
- Excellent experience in Data loading into Oracle HCM Cloud using HCM Data Loader Tool which includes the Workforce structure data, Worker data, Work relationships data, and Salary info.
- Expertise in identifying functionality gaps and builds extensions.
- Trained the end users in working with the Oracle modules and provided technical expertise.
AV Service Delivery Manager/Applications Manager (Contract)
Novartis
03.2017 - 01.2019
- Main focus involving Global Video Conferencing Services/Service Operations REFS.
- Responsible for the delivery of all services related to enterprise conferencing and collaborative technologies.
- Extensive work with configuration design, implementation, testing application support and maintenance.
- Responsible for the development and delivery of technical solutions to meet customer/business conferencing technology requirements, coordination of conferencing and event services for global town hall meetings and major (videoconference, audio conference, and webcast) events.
- Responsible for partnering with customers, client representatives, global liaisons and external service providers to plan and produce meetings and events where supported technology will be utilized, such as town halls, onsite and offsite meetings, and ensure the delivery of high-quality service.
- Successful on-boarding of new accounts ensuring a smooth service transition;
- Maintain an organized and professional environment where the onsite teams are managed to meet and exceed client’s standards of excellence and professionalism;
- Understanding and identify key performance indicators for successful engagement of Supplier’s business at client sites.
- Hybrid role consisting of project related task as well as tasks associated.
- Created and optimize application-coding techniques, balancing and query performance reducing the average cost of projects by 10 percent.
- Assigned, monitor and prioritize work with analysts and developers while providing technical and administrative support.
- Able to express ideas and communicate with non-technical users as well as hardware/software technicians.
- Experience in developing functional, technical design and documentation for Oracle HCM data conversions, and interfaces
- Interacted with clients during the implementation process, involved in requirement gathering, preparing business requirement documents, understanding current business process and mapping with Oracle cloud and EBS Applications.
- Experienced in setting up US Payroll as per the legislation requirements. Has knowledge of 401K and other benefits setup.
- Experienced in configuring workflow routing rules for all Manager and Employee Self - service.
Sr. Project Manager/Administrator (Contract)
American Airlines Inc.
10.2014 - 12.2016
- Main focus involving Crew Systems (Application Development), Flight Operations and Crew Technology, and Enterprise Infrastructure Services.
- Interacted with leadership to help set project direction and determine project prioritization.
- Guided the team and organization on how to use Agile practices and values.
- Supported Flight operations.
- Executed Planview application migration, implementation, configuration and deployment from start to finish.
- Administered a homegrown tool in Planview to convert the entering of pilots’ flying time, routes, etc. from a manual to automated state.
- Utilized Planview to update project plan, track project accomplishments and projects, manage users, keep time, and allocate resources.
- Executed Planview and M&A training and developed training materials for employees.
- Removed impediments or guiding the team to remove impediments.
- Successfully stood-up 25-man Helpdesk for the Preferential Bidding Systems (PBS) Project (February 2016)
- Facilitated getting the work done without coercion, assigning, or dictating the work.
- Facilitated discussion, decision-making, and conflict resolution.
- Worked collaboratively with customer and user groups, technical leads, development resources, engineers and architects, and external project teams.
- Provided project status reports per the information needs of the stakeholders including, at times, executive level staff.
- Supported Pilots/Flight Attendants’ with the Installation/Configuration/Administration of Mobile Device Applications.
- Troubleshoot devices with issues on device hardware and software.
- Ability to take ownership of new mobile technology solutions and perform Proof of Concept (POC) testing
- Acts as primary liaison with internal end users and IT on all levels to help resolve mobile device related issues and provides answers in a timely manner.
- Independently managed/tracked project efforts
- Collected and published meeting notes and action items/Coordinated Team SharePoint Site
- Updated project plan/Tracked project accomplishments
- Supported Project Managers on large project efforts as needed
Education
Bachelor of Arts - Organizational Change Management
Ashford University
Clinton, IowaSkills
- Thorough knowledge and use of Procore, Traqspera ,Viewpoint Spectrum
- Proposal Writing
- Cost Estimating
- Jira
- Extensive knowledge applying Agile and Lean approaches
- Use in ETL, Sabre, Data Integration, Automation, documentation and QA
- User Story Creation, thorough knowledge of SDLC and CMDB
- Expert in AVFTM, MRCDP (MS Platforms), JSON, Power BI, Planview, Remedy on Demand, MS Project, NetSuite, Smartsheet, Visio, SharePoint, MS Office Suites, SAP, TMS, Service Now (Incident and Problem Management, Request Fulfillment and Change Management)
- Strong customer service skills, with the ability to communicate with technical and non-technical users and able to meet deadlines within demanding environments
- Thorough knowledge of SDLC and CMDB
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Goal oriented
- Conflict resolution
- Time management
- Team collaboration and leadership
- Trustworthy and honest
- Employee relations
- Workflow management
- Documentation and reporting
- Workplace safety
- Quality assurance
- Crew leadership
- Employee supervision
- New employee hiring
- Staff motivation
- Work Planning and Prioritization
- Operational efficiency
- Service quality management
- Continuous improvement
- Estimating and quoting
- Service documentation
- Goal setting
- Inventory management
- Service and parts teams management
- Interpersonal relationships
- Quality control
- Project management
- Rapport building
- Technical support
- Relationship building
- Staff training and development
Certification
- Six Sigma Greenbelt
- ITIL Foundations
- Procore
Timeline
GC Service Manager
Concord Commercial Services
01.2025 - Current
Construction Project Manager
Omega Services & Supply
02.2023 - 11.2024
AV/Construction Project Manager
World Wide Technology, Inc. (Contractor)
03.2021 - 01.2023
AV Senior Project Manager
Whitlock
04.2019 - 03.2020
AV Service Delivery Manager/Applications Manager (Contract)
Novartis
03.2017 - 01.2019
Sr. Project Manager/Administrator (Contract)
American Airlines Inc.
10.2014 - 12.2016
Bachelor of Arts - Organizational Change Management
Ashford University