Charles W. Johnson Jr
534 Lifford Ct
Hampton, GA
30228
cwjohnso2002@gmail.com
IT Team Lead (March 2007 to Present)
In my current position as an IT Team Lead — CDC Information Technology
Depot Liaison (3/2007 to present), one of my major contributions has
been in standing up a new concept at the CDC. This encompassed the
creation of a centralized location for the acceptance, processing,
encryption and delivery of all computer equipment at the CDC. This new
concept serves all of the CDC Atlanta campuses and remote locations and
supports approximately 4,600 end-users.
(1)The Depot’s objectives were to, manage the inventory effectively via a tighter lifecycle process.
(2)Ensure purchased and reusable equipment is deployed appropriately
(3)Support ITSO’s requirement to standardize the desktop configuration and ensure laptop encryption
(4)Gain efficiencies by offloading some CSC work to the Depot (e.g.
configuring new machines, wiping old machines), thereby enabling the
CSC to focus on meeting customer needs.
I also played an initial role in creation of documentation of all
processes and procedures, the description, policies and business rules.
This creation of the ITSO Depot was divided into several phases. The
first was to identify and validate opportunities to improve mission
objectives. The second was to design, develop and test the recommended
systems to determine if they would be compatible with the overall
infrastructure. This was followed by deployment, which included user
notification, training, installation of hardware and software, imaging,
data transfer, data certification and integration of the system into
daily work processes. The last phase was to oversee the operations
aspect by maintaining performance and ensuring there were no outages or
threats to the existing structure.
Another challenge I fulfilled as a team leader involved preparing the
Depot to respond to the H1N1 virus response. This entailed reevaluating
the Depot’s ability to respond to a crisis if our normal processing of
equipment should ever be affected by network outages. To ensure our
ability to respond to a crisis with limited network connectivity, I
created a Flash/PE Disk that self contained all of the files (CDC XP
image, Pointsec encryption and WSUS server utility). This ensured that
even with a network outage the Depot could continue its primary mission
without network connectivity. All changes to the standard procedures
where approved by CDC security teams.
Additional IT initiatives within my current position in which I have successfully led project team efforts include:
• The development of relevant processes, data and material flow and
communication processes which are used by team members which refined
existing solutions for clarity and reflected new
procedures/technologies.
• The management of excess equipment removal that has exceeded their
life span. This involved the removal of approximately 7500 desktops and
laptops since 5/2007. This includes the management of the physical
pickup, wiping, degaussing and removal to PGO warehouse for
destruction, resale or donation to local schools and non-profit
organizations.
• The management of the delivery of all new computers. This involved
the acceptance of delivery, updating of all relevant databases,
identification of equipment, configuration, encryption and delivery to
CDC campuses of approximately 9000 desktops and laptops since 5/2007.
Perot Systems Laptop Standardization and Encryption Project Team Lead
Nov 2006 till March 2007
I served as the Team Lead for (LSEP) Laptop Standardization and
Encryption Project. I was responsible for managing and leading the LSEP
team. I lead a very competent staff of 24 technical professionals.
These employees implemented the backups, reimaging and encryption of
all laptops at the CDC. My teams of technical experts were based in 6
locations which represented the 6 CDC campuses in the Atlanta area.
I was responsible for ensuring the integrity of the network LANS. As a
result of this project’s success I was promoted to the position that I
currently hold.
As the Team Lead for LSEP I was able to diffuse a situation where one
of my staff members felt he was being berated by a senior programmer
while in the performance of his scripted duties. I pulled the senior
programmer aside, acknowledged his area of expertise and ensured him
that my staff was well acquainted with the backup procedures. The level
of tension in the office leveled off and my staff member continued on
with his procedures to a successful conclusion.
Our office was recently tasked with leading a project to upgrade a
critical agency-wide network. The project required knowledge and
expertise beyond that held by a majority of my staff. I worked
with my employees to identify their individual training needs and
talked with new employees about the possibility of using this project
as a developmental opportunity. I saw the project as a unique
opportunity to encourage cooperation among staff members and to place
our office on the cutting edge of information technology.
Approximately three-quarters of the staff was trained in the complex
technical concepts necessary to upgrade the network. Through my
leadership, we were able to develop and implement a new system that
will carry the agency’s network into the 21st century. The upgrade was
completed three months ahead of schedule. Throughout the project
I encouraged the staff and communicated our goals, and as a result
productivity and morale were high despite increased workloads. Manage
six CDC Campus
sites/rooms where technicians supporting this project will perform
their work. Act as liaison between the Logistics/Scheduler positions
under this task. Worked closely with the Customer Service Centers to
upgrade 6000+ Windows 2000 laptop computers to Windows XP and encrypt
hard drives with PointSec Encryption Software. Coordinate the schedules
between the customer and the teams of OS Install/Upgrade Technicians.
DUTIES & RESPONSIBILITIES:
Coordinate and supervise day-to-day workflow for a team of laptop site leads and technicians.
Ensure that production standards are met and maintained (i.e. completion rates).
Troubleshoot advanced technical issues and customer concerns for the six CDC LSEP Clinics,
referring only the most complex issues to senior CDC technical support.
Responsible for unplanned event escalation, coordination and management affecting multiple
customers and end users, as required.
Assist in the training of new hires, ensuring a full understanding of departmental and CDC
procedures as well as individual job responsibilities. Promote teamwork and the cross training of
LSEP Team 7 Site Leads and LSEP Technicians.
Identify and implement work efficiencies through process improvement techniques.
SUPERVISORY RESPONSIBILITIES:
Exercise leadership as well as supervision of the LSEP Team members. Provide assistance in
assigning, monitoring, and reviewing the progress and accuracy of work. Provide feedback to
management regarding the application of human resources policies and procedures.
Communicate to higher management the constructive suggestions of Team 7 Site Leads and
Team LSEP Technicians, while at the same time communicating to customers the policies,
practices, objectives of the LSEP project for the CDC.
Provide recommendations to Project Managers regarding performance appraisals and
disciplinary actions for LSEP Team 7 Site Leads and LSEP Technicians.
Provide weekly project status reports and escalate issues to the appropriate manager.
User Support Specialist
August 2006 till November 2006
Provide desk side support for Microsoft Outlook, Microsoft 2000, XP, MS Project and Blackberry
support and configuration. Set up new users, add new user's machine to appropriate domains
and ensure all of user's documents are available. Troubleshoot Microsoft networking, directory
privileges, and group membership's issues. Respond to trouble tickets processed through an
automated help desk system. Work under pressure with aggressive goals on closing trouble
tickets within the SLA time. Perform migration of clients from Windows 2000 to XP utilizing PE
disks, Ghost, Ghost Server and Ghost Explorer.
Help Desk Analyst
TCI
Jan 2000 till September 2004
My responsibilities included responding to client's phone and desk side problems. I provided
solutions for:
Outlook email technical support questions
Basic Nortel Switch management for VPN token clients
Windows XP Remote Desktop Connection
Remedy Action Request System
Basic Administration for WinXP, W2K Professional, Window NT 4.0
and Mainframe password unlocks
Installation and configuring of network and local printers and other peripherals
LAN, WiFi and VPN connectivity problems
SAP Portal Administration (Password administration and validity date corrections)
Active Directory
Non-Technical Skills
Team Work, Adaptability to new technology, new languages, Transferring knowledge to
application, Time management, Visualize/conceptualize,Verbal Communication, Problem solving
process (decision tree, problem identification, analysis, solving)
EDUCATION
Marshall University
Huntington, WV US
Bachelor's Degree - 5/1999
137 Semester Hours
Major: Management Information Systems
Minor: Economics
GPA: 3.18 out of 4.00
Relevant Coursework, Licensures and Certifications:
Programming and System Development Life Cycle Experience
2 years experience working on team based projects at Marshall University utilizing Visual Basic,
Business Process Modeling, Entity Relationship Modeling, Database Analysis & Design (MS
Access, MySQL, and SQL Server), Input/Output Design and prototyping, User Interface Design
and Prototyping, Feasibility and Cost-Benefit Analysis
Non-Technical Skills
Listening, Team Work, Adaptability to new technology, new languages, Transferring knowledge to
application, Time management, Visualize/conceptualize
Verbal Communication, Problem solving process (decision tree, problem identification, analysis,
solving)
AFFILIATIONS
Carter G. Woodson Foundation
IT Consultant
ADDITIONAL INFORMATION Knowledge of local area network design, implementation,
operation and management, including Windows 2000, Windows XP operating systems, Windows
2003 Server, wiring topologies, hubs, switches, and communication protocols.
Knowledge of data management that includes data backup, recovery, and restoring techniques..
Knowledge of Wide Area Networking (WAN), Transmission Control Protocol-Internet Protocol
(TCP-IP), and routers. Knowledge of electronic mail administration for local and wide area
networks. Ability to install software, maintain and apply system updates and patches for Microsoft
Windows 2000, XP workstations, and Microsoft Windows 2003 Servers.