Mandall Johnson
Operations Manager at Systems Integration, Inc. (SII)- Claim this Profile
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Bio
Credentials
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ITIL v3 Foundation
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Experience
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Systems Integration, Inc. (SII)
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Operations Manager
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Apr 2013 - Present
My focus as an Operations Manager was on the internal Contractor Technology Service Desk’s operations to ensure that the TSD provided support services in a cost-effective, secure and efficient manner. As the OM, I had to implement the TSD service delivery processes based on CBP policies and standard operating procedures with ITIL industry best practices. Also, working with the Team Leads and Quality Assurance/Training coordinators to manage TSD ensuring the staff has the technical background and training that is in compliance with performance standards and quality requirements in the Contract.
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QinetiQ North America
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Defense & Space
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1 - 100 Employee
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Shift Lead Department of Homeland Security, CBP Technology Service Desk
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2009 - 2012
I had managed and coached members of my team to move it a standard of excellence. I provided technical support to both Customs Border Protection of DHS and Trade community. As a Shift Lead, I have involved team members to help increase productivity by help overcoming resistance to change. Also, using the act of delegation of work based on an employee's thorough understanding and analysis of their competence. I always provide timely and accurate communications to my and other teams. I have planned and scheduled resources to support escalations and to meet the needs of the customers.
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Community Crisis Services, Inc.
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Non-profit Organizations
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1 - 100 Employee
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Crisis Counselor
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Oct 1999 - 2012
Crisis Intervention Volunteer counselor Crisis Intervention Volunteer counselor
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Insight Global, Inc.
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Public Safety
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1 - 100 Employee
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ACE Helpdesk Specialist
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Aug 2005 - 2009
• Provided 4 years of technical support to US Customs Associates and the Trade Community.• Excellent Help Desk customer service skills• Created and maintained SOPs and Business Policies in support of ACE Project.• Performed password reset functionality.• Create and manage trouble tickets and Help desk metrics using REMEDY.• Verification of system functionality on hourly bases.• Participated and supported Disaster Recovery Exercises.• Volunteered and selected as In-Charge/POC (Point of Contact) in manager’s absence.• Assist in the development and training of Team members through sharing of my skills and knowledge.
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IBM Global Services
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India
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Consumer Services
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1 - 100 Employee
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System Management Integration Professional
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Feb 1999 - Jun 2005
• Delivered technical support by analyzing and resolving End User Application problems on AT&T Business customer accounts.• Created and maintained Methods/Procedures and Business policies in support of primary assigned applications.• Provided technical training to Tier 1 and other Associates in response to customer’s applications.• Provided guidance and direction to Tier 1 Associates in troubleshooting End Users calls. • Attended Post Outage Reviews and represented Service Desk on TTR (Trouble Tracking Report) Calls to insure the implementation problem resolution and prevention. • Attended weekly support meeting to discuss and resolve End User calls and trouble tickets.• Achieved committed delivery cost targets for the AT&T/IBM contract.• Maintained SLA (Service Level Agreements) and operational metrics for customer’s contract.• Trained and coached new Team Members. • Executed and monitored MVS batch and online applications for 24X7 support structure. Informed and provided written documentation supporting Team member and business partners.
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Education
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Prince George's Community College
Community
