Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tommy Johnson

Buford,GA

Summary

Experienced IT professional with a demonstrated history of driving technological innovation and operational excellence. Seeking a VP of IT role to leverage strategic leadership, technical expertise, and team collaboration skills in advancing the organization's IT capabilities, optimizing processes, and delivering transformative solutions that fuel business growth. Insightful Information Technology Manager with 20 years of IT leadership experience including oversight of infrastructure, application support, and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance, and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in requests for proposal development, technology needs assessments, and staff training.

Overview

19
19
years of professional experience

Work History

Sr Director Technical Support Services

Modivcare
01.2023 - Current
  • Led high-performing team of 60 support agents across three teams. Teams were geographically spread across US and India.
  • Developed and executed strategic vision for Support Services division, aligning with the company's growth and objectives.
  • Oversaw the delivery of exceptional technical support to the company while integrating five companies acquired through mergers and acquisitions.
  • Implemented data-driven performance metrics and established KPIs that improved team efficiency and effectiveness.
  • Collaborated with cross-functional teams to ensure swift resolution of escalated technical issues, minimizing customer downtime.
  • Spearheaded the revamping of ServiceNow, enhancing ticket tracking, reporting, and customer communication.
  • Managed a multi-million-dollar budget, optimizing resource allocation for maximum operational efficiency.
  • Developed and nurtured relationships with strategic partners and vendors to enhance technical capabilities and access to resources.
  • Successfully led the team through the integration of new product offerings, ensuring seamless technical support across the expanded portfolio.

Director, Field Services and NOC

Modivcare
04.2020 - 01.2023
  • Led and managed a high-performing team of 20 desktop support specialists, overseeing their day-to-day operations, professional growth, and performance excellence.
  • Managed daily operations while overseeing multiple locations to foster increased productivity.
  • Established departmental performance goals and provided feedback for underperforming areas.
  • Monitored and coordinated workflows to optimize resources.
  • Developed and executed strategic initiatives to enhance end-user support experiences, resulting in a an increase in customer satisfaction scores and a reduction in average ticket resolution time.
  • Collaborated closely with cross-functional teams to ensure smooth integration of new software applications and updates, minimizing disruptions and ensuring a seamless user experience.
  • Orchestrated disaster recovery and business continuity plans for desktop environments, ensuring minimal downtime and data loss during unforeseen events.
  • Acted as a key point of contact for executive leadership, providing regular reports on desktop support performance, trends, and improvement strategies.
  • Fostered a culture of continuous improvement within the team, encouraging innovative ideas and recognizing achievements through regular feedback and rewards.
  • Implemented a proactive hardware replacement strategy that replaced thin clients with Windows Desktops to improve applications performance and end-user productivity.

Director, IT Incident and Problem Management

Modivcare (Formerly LogistiCare)
02.2019 - 04.2020
  • Strategically led and managed the IT Incident and Problem Management team, overseeing end-to-end incident and problem-resolution processes across the organization.
  • Implemented best-practice ITIL-based incident and problem management frameworks, resulting in a reduction in critical incident response times and an increase in successful problem resolutions.
  • Developed and nurtured a high-performing team, focusing on continuous skills enhancement and fostering a culture of collaboration and innovation.
  • Led cross-functional collaboration efforts to enhance communication and coordination among support teams, resulting in an improvement in incident escalation and resolution times.
  • Championed the creation and optimization of incident and problem management workflows, resulting in a [Percentage] increase in the identification of root causes and preventive actions.
  • Collaborated closely with senior leadership to establish key performance indicators (KPIs) and reporting mechanisms, providing insightful dashboards and reports that demonstrated the team's impact on IT stability.
  • Developed and implemented a robust IT Change management process including the implementation of a Change Advisory Board (CAB).
  • Spearheaded the development and delivery of training programs to educate IT teams and end-users about incident, change and problem management processes, fostering a shared understanding and proactive approach.

IT Technical Manager

Modivcare (Formerly LogistiCare)
01.2017 - 02.2019
  • Led a skilled team of 15 IT professionals, overseeing their technical assignments, performance, and professional development.
  • Worked closely with customers to evaluate various types of risks such as impact, reputation and regulatory.
  • Managed implementation of new technological improvements resulting in increased efficiency.
  • Developed suggestions for technical process improvements to optimize resources.
  • Managed deliverable estimates, negotiated resource conflicts and allocated resources.
  • Managed the design, implementation, and maintenance of a number of complex IT projects, ensuring adherence to timelines and budgets.
  • Directed IT infrastructure planning and growth, optimizing resource allocation and introducing New Technologies and Solutions that improved operational efficiency.
  • Developed and enforced IT security policies and protocols, resulting in several consecutive quarters of zero security breaches or incidents.
  • Managed vendor relationships and contract negotiations, achieving Cost Savings and Benefits while maintaining high service levels.
  • Analyzed IT performance metrics and trends, providing regular reports to senior management and implementing improvement strategies.

IT Specialist

Modivcare (Formerly LogistiCare)
02.2015 - 01.2017
  • Provided expert technical support to a diverse user base o employees across numerous locations, ensuring smooth and efficient operations.
  • Dedicated IT liaison with the business responsible for assisting the business with the implementation of several IT-related projects.
  • Assisted in the planning and execution of a number of successful technology upgrades, ensuring minimal disruption to operations and user experiences.
  • Conducted training sessions for end-users, empowering them to leverage technology effectively and minimize support requests.
  • Proactively identified and recommended IT solutions to address recurring technical challenges.
  • Assisted in the implementation of a new IT service management (ITSM) system (ServiceNOW), contributing to enhanced incident tracking and reporting capabilities.
  • Maintained accurate documentation of technical procedures, troubleshooting steps, and best practices, ensuring knowledge sharing within the team.

Systems Administrator II

Modivcare (Formerly LogistiCare)
04.2011 - 02.2015
  • Worked with users to determine areas of technology in need of improved usability.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Provisioned new software and hardware for use, following established security policies.
  • Managed onboarding and offboarding of employees.
  • Established network specifications and analyzed workflow, access, information and security requirements.
  • Completed reports detailing network and systems performance and downtime issues.
  • Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
  • Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
  • Served as subject matter expert on proposed technology purchases.
  • Drove continuous improvement of IT governance processes.
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis, and issue resolution.
  • Performed software installations and upgrades to Windows operating systems.
  • Attended meetings to deliver status reports to key stakeholders.
  • Conducted routine and emergency maintenance of assigned data center equipment.
  • Contributed to development, administration and testing of disaster recovery plans.
  • Spearheaded inventory control measures to replenish and maintain IT equipment.
  • Detailed upcoming software upgrades and system sprints to team members.

System Engineer

A To Z Information Services
04.2008 - 04.2011
  • Assisted employees with resolving network problems at remote locations.
  • Compiled data and generated graphs to interpret results and suggest key operational improvements.
  • Spearheaded compliance efforts and developed best practices to drive continual process improvements.
  • Worked with stakeholders to determine implementation and integration of system-oriented projects.
  • Managed key information technology and compliance programs for proactive risk management.
  • Developed and maintained policies to control information technology and security for multiple clients and operations.
  • Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
  • Supported system users, educating employees on troubleshooting and problem-solving protocols.
  • Suggested system updates or changes after conduct in-depth technical reviews.
  • Delivered helpdesk service and support to customers.
  • Documented system configuration, mapping and processes.
  • Implemented networking and server changes to meet client budgets and needs.
  • Completed software updates and assessed security patches for optimized computer use.
  • Performed cost-benefit and ROI analyses for proposed systems.

Network Administrator

American Mills
04.2004 - 04.2008
  • Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
  • Maintained network hardware and software and monitored network to support network availability to end users.
  • Performed day-to-day LAN and WAN administration, maintenance, and support.
  • Monitored system performance and responded to alerts.
  • Implemented network security measures to minimize data loss.
  • Managed computer operation scheduling, backup, storage and retrieval functions.
  • Identified and immediately resolved issues with network devices.
  • Maintained applications to keep software current with necessary software updates and upgrades.
  • Verified continuity of computer and telephone system services for users..
  • Managed data backups and disaster recovery operations to comply with business continuity initiatives.
  • Planned annual budgets to fund IT projects and control spending.
  • Recommended development of plans for systems development and operations.
  • Diagnosed and resolved hardware and software issues.
  • Installed and configured network printers and other peripheral devices.
  • Planned and implemented upgrades to system hardware and software.
  • Analyzed network traffic and performance metrics to optimize system performance.
  • Implemented and maintained virtual private networks.
  • Performed network security design and integration duties.
  • Led server infrastructure development, quality assurance, staging and production systems.

Education

Associate of Arts - Business Administration

Gainesville State College
Oakwood, GA

Skills

  • Strategic Leadership
  • Team Management and Collaboration
  • Budget and Financial Management
  • Change and Problem Management
  • Innovation and Digital Integration
  • IT Governance and Compliance
  • Innovation and Digital Transformation
  • Cybersecurity and Risk Management
  • Service NOW
  • Technical support expertise
  • Board of directors support

Timeline

Sr Director Technical Support Services

Modivcare
01.2023 - Current

Director, Field Services and NOC

Modivcare
04.2020 - 01.2023

Director, IT Incident and Problem Management

Modivcare (Formerly LogistiCare)
02.2019 - 04.2020

IT Technical Manager

Modivcare (Formerly LogistiCare)
01.2017 - 02.2019

IT Specialist

Modivcare (Formerly LogistiCare)
02.2015 - 01.2017

Systems Administrator II

Modivcare (Formerly LogistiCare)
04.2011 - 02.2015

System Engineer

A To Z Information Services
04.2008 - 04.2011

Network Administrator

American Mills
04.2004 - 04.2008

Associate of Arts - Business Administration

Gainesville State College

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Tommy Johnson