Johnson Paul

• UK Government Project
• Requirements Gathering: Work closely with business stakeholders to gather, analyze, and document functional and technical requirements for ServiceNow implementations and enhancements.
• Solution Design: Collaborate with technical teams to design ServiceNow solutions that meet business needs, ensuring that the design aligns with industry best practices.
• Process Mapping: Analyze and map current business processes, identifying areas for improvement and implementing efficient ServiceNow workflows to streamline business operations.
• User Stories & Documentation: Create detailed user stories, acceptance criteria, and process documentation for development teams and stakeholders.
• Testing and Validation: Participate in testing activities, including UAT (User Acceptance Testing), to ensure ServiceNow solutions meet business requirements.
• Stakeholder Communication: Act as a liaison between business stakeholders, technical teams, and ServiceNow administrators, ensuring clear communication and alignment throughout project lifecycles.
• Continuous Improvement: Monitor and evaluate the performance of ServiceNow applications, recommending and driving improvements to enhance functionality and user experience.
• Additional Responsibilities:
• Stay up to date with the latest ServiceNow features and releases to help guide the organization in maximizing platform capabilities.
• Participate in the development of governance and compliance policies related to ServiceNow usage within the project.
• Provide feedback on ongoing projects and offer solutions for improvements in service delivery.
• Taking care of project ESA Activities.

Banking Helpdesk Project:

• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Coordinated and led internal and external site team meetings.
• Supervised operations of 24-hour customer service desk staffed by 70 + plus team members.
• Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
• Contributed to internal and external account reviews.
• Attended staff and client meetings and served as liaison to manage operations for account.
• Facilitated completion of deliveries and verified documentation.
• Coordinated new hire recruitment, training and development.
• Interfaced effectively with key accounts, answering questions and delivering exceptional service.
• Met with business leaders to better understand IT issues that negatively impacted businesses.
• Advised clients on methods, technologies, process improvements and training that would increase overall business potential.

Achievements

• Created a dashboard for Chat Support Team : To mange Chat SLA & KPI Metrics
• Created a dashboard for Backlog & FCR Team : To help bring control of backlog tickets.
• Created a live dashboard to help reduce General Inquiry Ticket and improve FCR.
• Successfully Transitioned Onsite To Offshore Operation of Work
• Successfully Transitioned New Business Work to Offshore Team : Go Live was success which was appreciated by Client
• Created a dashboard for KEDB Management : Real time updates of Published and Pending KB.
• Return To Office : Worked with Network and Local NSS team to reconfigure the office setup for Team members to work from office.

Retail & Stores Project:

• Managing 2 Team – Global CSC & IT Operations
• Escalation Management & SLA Owner
• Weekly, Monthly & SMR Meetings are conducted.
• Periodic review KEDB.
• Training Management ( KT Plan)
• BI Weekly Governance Meeting with Onsite SD Manager
• App Lens – Ticket Debt Analysis
• Drove Automation for L1.5 Team (EG) POS Alerts
• DFS Monthly Governance Report
• Managing the Team CP , Seat Utilization & Budget.
• Driving Continuous Service for Team.
• Invoice Management.

Achievement

• Created Second line of Leadership – To Run operations
• Score Card Implementation - Based on on performance indicators associate performance was able to known which resulted in associate being aware of their performance at all times.
• Created Widget in ITSM Tool – To avoid manual tracking of Catch and Dispatch Tickets

Retail & Stores Project:

• Handled 3 teams over span of 4 years.
• Creation and publication of monthly, weekly, and daily report – Performance management
• Participate in CDI & CEI Audit.
• AS 400 Profile & Active Directory Administration Audit - Profile Creation & Profile Deletion.
• SOP Review – SOP to be reviewed every 3 months Incident & Request Categorization – By conducting regular refresher training with support team & with Global CSC team able to achieve this.
• Computer Associate Service Desk Manager Ticketing Tool - Version 12.9 – New Request Area Creation, Role Mapping & Report Generation. Conducted Business Continuity Plan Activities for projects during critical times and ensure smooth delivery of projects

Achievement

• FLR Improvement – Achieved 41.1 % from 11 % # Taken Multiple Left Shift task from L2 application team
• Titan Team Award Q2 2018 – L1.5 Team
• Titan Team Award Q3 2019 – ITOPS Team
• Master Stroke Award Q3 2018 – Received this award for outstanding Delivery shown

Retail & Stores Project

• Managing the Office & Warehouse Team. Support
• Conducting Daily Shift Huddle - To educate team on top call drivers for day.
• Performance Management - To review performance of team members
• Continuous Improvement Plan - Review Top Call Drivers and to check for Automation Scope
• Process Refresher Training - Conducted BI Weekly
• Preparation of Weekly Shift Schedule.
• Knowledge Management - Article amendments and creation.
• Trainer's Role – Responsible for training new Hire in the Woolworths Office & Warehouse team (Password Reset, Office Application / Issue and DC /Warehouse Issue and also training the team members as how to handle High Severity Issues.
• Project SPOC for New Hire Recruitment.
• Conducting Fun activities for team every 3 months.

Achievements

• Creation of P1 Scripts for Warehouse User – This helped to reduce time spent on call with end user.
• Led another 4-member team in Woolworths (Offshore Command Center) where we used to monitor Replace Woolworths Store Servers and Store IT devices Replacement.
• Team was nominated in Run IT Awards In Woolworths Onsite – Dec 2013 for preparing script for one time installation for Stores.

Retail & Stores Project

• Interacting with Employees of Woolworths of Store and Corporate Office
• Providing assistance in MS office application for Woolworths Employees
• Dealing with High Severity Issues, which cause work of Woolworth’s employees to cease.
• Providing correct and precise technical assistance through Incident management
• Proving training to new employees to IT Help desk team of Woolworths. Teaching them about process and incident management tool in creating tickets and assigning tickets to correct support team
• Provided technical assistance to Top VIP employees of Woolworths
• Providing technical assistance in I Device system (IPADS & IPHONE)
• Dealt with Issue Mail Sync issue with Blackberry devices and Outlook In CITRIX application

Achievements

• Completed Technical Helpdesk Test in Brain bench Assessments
• Received recognition from Client and from team members and from Team manager
• Creation of KEDB Documents for WW Office & Warehouse Team
• Received Weekly CSAT Mega Mart cards for being topper of week since its inception from May 2012.
• Best Support for Q4 2013
• Star Of Month in Woolworths (Office & Warehouse) for period of April 2012
• Best Quality in Woolworths for period of May 2012
• Star Of Month In Woolworths (Office & Warehouse) for period of June 2012
• Best Quality in Woolworths for period of June 2012
• Certificate of Recognition for CSAT in June 2012

• Removal - Viruses from Desktop & Laptop
• Acquired skill to remove BOT Viruses and from Registry
• Windows Updates - Windows Vista & Windows XP - Installation & Removal
• Escalation Team member - Resolve complicated Viruses

Achievements

• Bravo Rookie Award for period of March 2009
• Bravo Champion Award for period of March 2009 Till May 2009
• Bravo Centurion Award for period of July 09 Till Sep 2009
• Certificate of Excellence for Best Attendance in Last 6 months
• Bravo Centurion Award for period of March 2010 Till 2010 Till May 2010
• Bravo Champion Award for period of May 2010 Till July 2010
• Bravo Champion Award for period of June 2010 Till August 2010
• Bravo Centurion Award for Period of September 2010 till November 2010

• Recruited - BPO / FMCG - Senior Leadership
• Recruited for BPO - Technical Associate , Customer care , Quality Associate
• Business Development - New Client Acquisition
• Recruit candidate in IT - Technologies - Java , C # .net , Oracle Techno Functional
• Recruited for Voice and Accent Trainers .I used to check on candidate's previous working experience.
• Recruited for Management and Information System (MIS) executive skills
• Recruited candidates for a Call Centre Organization of my clients.
• Candidate Validation :Checking on candidates on their communication skills and grading them in four factors namely rate of speech, sentence construction, grammar and sound of speech.