DEWEY JOHNSON
Boulder Creek,CA
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess. 20 years of U.S.N. Telecommunications maintenance and operational experience. 17 years of dedication as a Senior Lead with University of Phoenix/HCL Technologies to include Desktop Services with Asset management accountability and AV experience. 4 years of Service Delivery Management with Western Digital Corp/HCL Technologies. Coaching and mentoring of employees to ensure a smooth workplace experience and customer satisfaction.
Overview
49
49
years of professional experience
1
1
Certification
Work History
ITCS/FSO Manager
Cepheid Sunnyvale/HCL Technologies
10.2023 - Current
- Maintained professional, organized, and safe environment for employees and patrons.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Compile data analysis utilizing Power BI application for QDIP productivity, CSAT and New Hire Onboarding.
- Weekly/Monthly inventory is updated and accurate in accordance with warehouse accountability.
- Efficient with Spirit ticketing system while ensure on-time SLA delivery for accountability.
- Ensure client stakeholder collaboration and policy adherence is maintained.
- Monitor PC Refresh, New Hire and Laboratory hardware/software is operational.
HCL Onsite Service Delivery Manager
Western Digital, HCL America
07.2019 - 10.2023
- Manage several Managed Services tracks under my responsibility for Western Digital
- Fulfillment Manager for Network Data, Project Manager, SmartHands, Desktop Support and NW Security engineers, assigned to Western Digital Corporation
- Onsite SDM for resourcing in Canada, Brazil, Singapore, US, (i.e., San Jose, Irvine, Las Vegas, Texas)
- Coordinate with Int’l
- Teams to assist, maintain the client business model to include their resource alignment needs and project mandates
- Collaborate with recruitment team and vendors for the appropriate candidate, while performing vetting to onboarding
- Performing interviews of prospective candidates ensuring aptitude, skills and their knowledge
- Comply QBR, MOR data analysis to ensure SLA and business analysis metrics are met
- CAB member for all US and APAC change requirements
- DC escalation and support Manager for all critical incidents.
IT Senior Lead
Apollo Education Group, HCL America
06.2015 - 07.2019
- Managed up to 19+ IT Desktop technicians located in Phoenix and a number throughout Florida, New Jersey, Chicago, Los Angeles, San Francisco
- Forecast and analyzed tickets accuracy to ensure proper SLA accountability
- Performed asset lifecycle audit for daily and annual projection using Hewlett Packard Service Management in conjunction with IT Asset Management system within the Apollo Group enterprise, using CG4 technology
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Provided AV technical support for internal and external events.
Senior IT Enterprise Technician
Apollo Group Inc
07.2002 - 06.2015
- Support local University of Phoenix and remote locations to ensure efficient computer hardware/software compliance and operational readiness for students and staff
- IT logistical support liaison for the relocation of 5k employees into newly acquired building
- Configured IOS Windows hardware, devices, and software to set up workstations for employees
- Performed annual asset scans to ensure asset accountability utilizing AMS
- Cross-connection of Network and Voice requirements for wall/cubicle as well as IDF/MDF needs
- Setup off and on-site AV and Town Hall conference events while collaborating with external vendors.
SBC/ASI-DSL Manager
09.2000 - 03.2002
Field Engineer
Enterprise Service Solutions, ESSC
06.1999 - 07.2000
Triage Technician
Qualcomm Personal Electronics
10.1996 - 05.1998
Satellite Communication Manager/Operator
U.S. Navy
10.1974 - 10.1994
Education
MBA - Business Administration
University of Phoenix
San Diego, CA05.2006
Bachelor of Science - Business/Information Systems
University of Phoenix
San Diego, CA06.2004
Associate of Applied Science - Liberal Arts and Sciences
Ferrum College
Ferrum, VA05.1974
Skills
- Improvement Recommendations
- Workforce Management
- Operations Support
- Post-Incident Reviews
- Interdepartmental Collaboration
- CompTIA A Certification
- CompTIA Net Certification
- CompTIA Security Certification
- SCCM/MDM knowledgeable
- Technical Proficiency
- Product Management
- Cross-Functional Teamwork
- Managing Operations and Efficiency
- Preventive Maintenance
Certification
- CompTIA A+ Certification
- CompTIA Net+ Certification
- CompTIA Security+ Certification
- Experience with SCCM management tools
- HP Service Manager and CA Service Desk ticketing systems
- AVAYA CMS Centre Vu Management System Administrator Certified
- AVAYA MSA Integrated Management Administrator Certified
- GCP – Core Infrastructure – in progress
- Coach and mentor employees to build commitment with engineers assigned to me locally and globally.
- Experience with ServiceNow ticketing system and ticket accountability.
Timeline
ITCS/FSO Manager
Cepheid Sunnyvale/HCL Technologies
10.2023 - Current
HCL Onsite Service Delivery Manager
Western Digital, HCL America
07.2019 - 10.2023
IT Senior Lead
Apollo Education Group, HCL America
06.2015 - 07.2019
Senior IT Enterprise Technician
Apollo Group Inc
07.2002 - 06.2015
SBC/ASI-DSL Manager
09.2000 - 03.2002
Field Engineer
Enterprise Service Solutions, ESSC
06.1999 - 07.2000
Triage Technician
Qualcomm Personal Electronics
10.1996 - 05.1998
Satellite Communication Manager/Operator
U.S. Navy
10.1974 - 10.1994
MBA - Business Administration
University of Phoenix
Bachelor of Science - Business/Information Systems
University of Phoenix
Associate of Applied Science - Liberal Arts and Sciences
Ferrum College
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