Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
THERESA JOHNSON

THERESA JOHNSON

Fairview

Summary

Tech/NOC Manager with a strong background in change management and compliance initiatives. Achieved a 30% reduction in downtime by implementing effective incident response strategies and enhancing operational efficiency. Demonstrated expertise in project oversight and security compliance, driving results through mentorship and strategic collaboration.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Tech/NOC Manager

AMAZON
Nashville
05.2024 - 03.2025
  • Engaged stakeholders to align delivery plans with objectives of Business Analyst team.
  • Coordinated evaluations of change management impacts with business leaders across multiple units.
  • Oversaw change implementations, minimizing disruptions to production IT during transitions.
  • Developed and conducted sessions to communicate change management goals effectively.
  • Established standards and incentives to enhance execution of change management initiatives.
  • Collaborated with IT teams to inventory servers and applications affected by changes.
  • Led large-scale change management initiatives focused on SOX compliance within enterprise programs.

Supervisor, NOC & Helpdesk

STATE OF WYOMING
Cheyenne
08.2014 - 04.2024
  • Ensured compliance with State of Wyoming policies and regulations while demonstrating strong communication skills.
  • Established quality measures for technical support services to 10,000 internal employees.
  • Assisted in implementing Service Now ticketing system by leading scrum team.
  • Managed incident response for planned and unplanned issues via various communication channels.
  • Collaborated with business leaders to assess change management impacts across multiple units.
  • Developed and engaged team of OCM professionals through clear role definitions and feedback.
  • Monitored change management initiatives, reporting status to leadership and addressing potential issues.
  • Provided comprehensive incident reports, including RCA documentation, to senior management.

Interim Field Services Supervisor

STATE OF WYOMING
Cheyenne
01.2015 - 12.2015
  • Analyzed scheduling performance metrics to facilitate informed decision-making by senior management.
  • Developed strategies that improved team productivity and operational performance.
  • Formulated new approaches to raise customer service standards organization-wide.
  • Guided subordinates on job duties to ensure clarity and operational efficiency.
  • Evaluated employee performance through regular reviews and documented results effectively.

Graveyard Shift Incident NOC Supervisor

IHS, INC.
Greenwood Village
01.2010 - 12.2014
  • An excellent communicator supervising the night shift in Penang, Malaysia in taking companywide helpdesk phone calls.
  • Developed detailed guidelines and procedures that meet compliance regulations to troubleshoot and resolve complex application performance issues within the operating system; consistently resolving top 20 product outages and alerts within a 30 minute deadline and top 150 within one hour.
  • Created proactive and preventative performance procedures; collaborating effectively with colleagues to ensure technical support in a timely manner.
  • Liaised with management by initiating bridge calls to monitor and report all program status updates as well as all application and server issues impacting productivity.
  • Utilized HP, Gomez, Solar winds, Nagios and Argent monitoring tools to perform enterprise monitoring of IHS products and networks and optimize infrastructure.
  • Spearheaded a detailed wiki page for all departments and production teams troubleshooting step-by-step procedures to resolve every issue impacting products.
  • Monitoring and Incident response of IHS 500+ Products, Internal applications and satellite office production servers.
  • Implemented new Crisis Manager Positions to make sure Incidents were run correctly to reduce downtime of products. Showed the ROI to management and was able to get additional positions filled.
  • My team saved a $1.5 million contract by stepping up and learning how to fix issues with a product until the new release. We reduced the downtime by 30% by not having to call the app support team.
  • Supervised recruitment, hiring, training and performance reviews.
  • Problem Process Owner: Identifying and analyzing root causes of problems and ensuring corrective actions and developing training materials for service desk associates.
  • To drive organization profitability, achieved metrics/KPI targets by identifying opportunities and developing solutions to enhance performance and productivity.

Application Support Engineer

IHS, INC.
Greenwood Village
01.2014 - 06.2014
  • Developed guidelines for LAN/WANs, network services, data storage, and desktop environments.
  • Delivered technical support for moderately complex issues related to servers, networking, and storage.
  • Identified opportunities to enhance communication services for internal and external customers.
  • Analyzed technical roadblocks and communicated solutions effectively to product development teams.
  • Established budgets and timelines for small to medium-sized programs while ensuring adherence to constraints.
  • Mentored junior application support engineers through technical direction and training initiatives.
  • Drove adoption of new technologies and infrastructure best practices within the organization.
  • Collaborated with product development and operations to resolve technical and procedural challenges.

UNIX / Windows Server Security Systems Focal

CDI / IBM, INC.
Boulder
01.2007 - 12.2010
  • Supervised Intel and UNIX system security analytics and support to ensure servers are up-to-date and in compliance for sixteen high profile accounts including Disney, State of California, Johnson and Johnson, Honeywell and Sysco while working remotely from home using high speed internet and a company supplied laptop with appropriate tools.
  • Updated all servers, including revalidation service for 4100+ servers utilizing Windows and UNIX appropriate tools; developed an engaging online training course for the IBM specific security tools for implementation.

Education

Master - Cybersecurity and Information Assurance

Western Governors University

Bachelor - Information Technology

COLORADO TECHNICAL COLLEGE
COLORADO SPRINGS, CO

Skills

  • Mentorship and leadership
  • Process improvement
  • Performance metrics
  • Configuration management
  • Project oversight
  • Technical troubleshooting
  • Systems and network administration
  • Compliance and policy development
  • Change management
  • Governance practices
  • Negotiation and problem solving
  • Incident response management
  • Security oversight
  • Communication skills
  • Effective messaging
  • Process optimization
  • Cable management and networking
  • Development programs
  • Scrum master certification
  • Product ownership qualification
  • CISSP accreditation
  • ITIL Foundation certification
  • Linux expertise certification
  • Meridian switch knowledge base
  • Microsoft Exchange proficiency
  • Client-server architecture expertise
  • Microsoft Office proficiency

Certification

  • Certified Scrum Master
  • Certified Product Owner
  • Isaca CISSP
  • CompTIA Linux+
  • CompTIA Network+
  • CompTIA Security+
  • MCSE
  • Cisco CCNA

Timeline

Tech/NOC Manager

AMAZON
05.2024 - 03.2025

Interim Field Services Supervisor

STATE OF WYOMING
01.2015 - 12.2015

Supervisor, NOC & Helpdesk

STATE OF WYOMING
08.2014 - 04.2024

Application Support Engineer

IHS, INC.
01.2014 - 06.2014

Graveyard Shift Incident NOC Supervisor

IHS, INC.
01.2010 - 12.2014

UNIX / Windows Server Security Systems Focal

CDI / IBM, INC.
01.2007 - 12.2010

Master - Cybersecurity and Information Assurance

Western Governors University

Bachelor - Information Technology

COLORADO TECHNICAL COLLEGE

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THERESA JOHNSON