Malcolm Johnson
Atlanta,GA
Summary
Seasoned IT professional with over 14 years of experience in global operations management, strategic planning, and effective team leadership. Proven track record in enhancing operational efficiency and implementing innovative solutions for organizational growth and excellence. Skilled in managing and coordinating with vendors.
Overview
14
14
years of professional experience
Work History
Center of Excellence Manager
Ocado Group
08.2022 - 10.2024
- Established and implemented a global standard of working, coordinating regularly with international partners to ensure consistency and efficiency.
- Managed the rollout and adoption plan for a North American initiative, overseeing daily operations including workforce management, strategic planning, and partnership development.
- Contributed to the formulation and execution of goals, policies, and priorities for the Center of Excellence, enhancing its growth and operational effectiveness.
Help Desk Manager
UPS
08.2020 - 01.2022
- Supervised a large-scale, round-the-clock help desk, leading 200 call agents and 7 supervisors, ensuring seamless internal customer support and incident resolution.
- Achieved an impressive reduction in average response time by over 80%, significantly improving customer service levels.
- Enhanced operational efficiency by pinpointing areas where self-service solutions could be integrated, effectively reducing contact volume.
Systems Engineer
UPS
07.2019 - 08.2020
- Partnered with various project managers, delivering quality assurance and guaranteeing compliance with business requirements and relevant regulations.
- Expedited the resolution of issues through efficient coordination with vendors and internal IT team members.
- Devised and supervised comprehensive project strategies for the timely replacement of Microsoft devices approaching the end of their lifecycle.
Sr. Incident Response Analyst
UPS
01.2018 - 07.2019
- Devised strategic action plans to resolve issues, guaranteeing consistent alignment with industry regulations.
- Managed and mitigated risks through comprehensive problem escalation procedures and data analysis, effectively addressing Information System incidents and outages.
- Enhanced system efficiency and streamlined workflows through the strategic configuration of system components and implementation of process improvements.
Operations Excellence Supervisor
UPS
06.2014 - 01.2018
- Coordinated project implementation, ensuring seamless transition through comprehensive training and support, following rigorous site investigations.
- Boosted production and ensured safety compliance by devising and executing innovative processes.
- Enhanced customer satisfaction levels by executing audits, performing detailed analysis, providing operational support, and conducting effective training.
Data Security Associate
UPS
05.2013 - 06.2014
- Managed the processing of mainframe application requests, conducted security audits, and facilitated digital certificate migrations to uphold data integrity.
- Provided comprehensive training to team members on various applications and systems, enhancing overall team capabilities and performance.
- Played a pivotal role in the implementation of policies, technical procedures, and business standards to reinforce data security and integrity.
IT Technician
UPS
01.2011 - 05.2013
- Managed multiple projects from inception to completion, coordinating with vendor resources and conducting end-user training to ensure seamless adoption.
- Improved system performance through preventative maintenance, strategic system upgrades, and network troubleshooting, notably enhancing efficiency by resolving Windows processing issues.
Education
Bachelor of Science - Information Systems Security
ITT Technical Institute
Associate of Applied Science - Computer Network Systems
ITT Technical Institute
Skills
Team Leadership
Vendor Management
Hardware Implementation
Staff Training
Data Analysis
Project Management
Logistics Operations
Budgeting & Financial Management