Cedric Johnson
Sumter,SC
Summary
Highly self-motivated and results-driven management professional with more than 20 years providing high-performance IT Infrastructure management, project management, technical support, marketing and customer service management in the defense, transport, telecommunications, and food production sectors. Detail-oriented, analytical with critical thinking to address process and people-centric work issues even under stress. Proven leadership, problem solving, process re-engineering, best practices implementation and cost reduction strategies in using technology to improve operational efficiencies and enhance profitability. Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results. Excellent people management and interpersonal communication skills that inspire confidence while forging teamwork synergies with colleagues and subordinates across diverse ethnicities.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Manager Helpdesk
POOLCORP
07.2022 - 02.2026
- Experience in installing, configuring, networking, and troubleshooting Desktop Operating systems and Office applications.
- Skilled in interpersonal relationships including clear communication skills, planning, organization and setting priorities.
- Experience in creating documentation.
- Excellent communication skills, which allow for troubleshooting and problem solving via oral and written communication. The ability to give clear written instructions has become more important.
- The ability to make decisions about scheduling, coverage and call distribution are critical to the success of Customer Care. Significant responsibility for decisions and final results typically affects the entire organization unit.
- Demonstrated ability to follow up on multiple priorities simultaneously to accomplish all tasks without sacrificing quality. Ability to assess the information provided by Help Desk in troubleshooting and determining source of problem, either software or hardware.
- The ability to prioritize workload is critical to the productivity of TSS and often departments.
- IT service management, leadership, efficiency, and support certifications will be sought as part of this position.
- Customer Relationship Management: Responsible for monitoring performance and quality of the team’s performance and customer interactions. All tickets are monitored for process compliance and adherence to our stated service goals. This position meets regularly with key stakeholders to ensure we are meeting department needs.
- Personnel Management: Responsible for managing, hiring, supervise and schedule student and full time employees of the help desk, service desk, refresh, classroom support, event management and print support teams.
- Training: This position also is responsible for training new help desk employees. The position will work to be sure our policies, practices and procedures are known as well as help all employees become part of the help desk team.
Operations Manager
GENERAL DYNAMICS INFORMATION TECHNOLOGY
04.2018 - 03.2020
- Managed integrated relationships between the Department of Veterans Affairs and central corporate functions to ensure success in meeting business and corporate goals and objectives, facilitating resolution of operational issues, and acts as a liaison between corporate shared services and customer business units.
- Took Ownership of the VIP, Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
- Managed the escalation process taking take ownership of major incidents to ensure coordination between General Dynamics Information Technology and the Department of Veterans Affairs Major incident team and resolving parties, effective communication to stakeholders and post incident review.
- Monitored, controlled and supported service delivery, ensuring systems, methodologies and procedures were in place and followed for the company IT and the Department of Veterans Affairs.
- Championed Service and Support in projects, ensuring service impact was minimized and communicated to all personnel and the Department of Veterans Affairs.
- Accountable for the quality of Service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
- Drive internal and third-party service review meetings covering performance, service improvements, quality and processes, while recommending service improvement plans and ensuring actions were followed through to completion in a timely manner.
- Worked as Incident Manager to coordinate with VA Critical management team to ensure proper management, escalation and handling of all critical management issues.
- Worked with internal and 3rd party teams to ensure actions are taken and completed to protect and improve all Veterans Affairs services.
- Provided regular and accurate management reporting on IT Service performance Service Management or Support in a large scale and diverse environment of incident management, escalation procedures and related disciplines.
Service Desk Manager
AMTRAK
06.2015 - 12.2017
- Managed and trained a 44-member team of diverse support desk analysts supporting 20,000 end-users on a 24x7 basis handling an average of 300 tickets per day and resolving root causes of system functionality issues.
- Maintained sustainable relationships with internal customer, external vendor and interdepartmental units, liaising between clients, vendors & other technical groups to resolve complex IT issues, maintaining Average Handling Time (AHT) of three minutes or less during high-call volumes.
- Upgraded system features to include VIP identification features; updated KB documentation, automation of IMAC request and Job Plans, and implemented upgrades to the IBM Session Management system.
- Managed vendor support in addressing scheduled outages for needed upgrades or patches.
- Managed the migration from MS Office 2010 to Office 365.
Market Unit Manager
COCA-COLA NORTH AMERICA (KO)
01.2012 - 12.2014
Help Desk Supervisor
COCA-COLA ENTERPRISES (CCR)
05.2007 - 05.2011
Field Services Technician
T-MOBILE NATIONAL RETURN CENTER
08.2003 - 06.2007
Operations Manager
RYLA TELESERVICES
11.2003 - 11.2003
Call Center Supervisor
MCI
04.2000 - 04.2003
Education
M.S. - Information Technology Security
American Intercontinental University
Dunwoody, GA01-2003
Skills
- Strategic operations planning
- Process optimization
- Customer service management
- Crisis resolution facilitation
- Help Desk/Remedy Ticket Management
- Change Management
- Network Management
- Active Directory Administration
Disaster Recovery Management
- Corp Apps: ServiceNow, ISM/Remedy Ticket System
- Office Tools: MS Office
- Troubleshooting and problem resolution
- Strategic planning
- Operations management
- Cross-functional team coordination
- Documentation and reporting
- Corporate communications
- Active listening
Certification
ITIL Foundation Certification
Timeline
Senior Manager Helpdesk
POOLCORP
07.2022 - 02.2026
Operations Manager
GENERAL DYNAMICS INFORMATION TECHNOLOGY
04.2018 - 03.2020
Service Desk Manager
AMTRAK
06.2015 - 12.2017
Market Unit Manager
COCA-COLA NORTH AMERICA (KO)
01.2012 - 12.2014
Help Desk Supervisor
COCA-COLA ENTERPRISES (CCR)
05.2007 - 05.2011
Operations Manager
RYLA TELESERVICES
11.2003 - 11.2003
Field Services Technician
T-MOBILE NATIONAL RETURN CENTER
08.2003 - 06.2007
Call Center Supervisor
MCI
04.2000 - 04.2003
M.S. - Information Technology Security
American Intercontinental University