Brian Johnson
Director, Support @Mitratech
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WORK HISTORY
Director, Support @Mitratech
Develop a passionate customer service organization, including staffing plans to evolve the organization from a structural and process standpoint.• Implement plans for key initiatives (new services and programs) and other necessary investment areas (employee development, consulting, technical infrastructure) to achieve defined goals and objectives.• Direct management responsibilities for all the designated resources and their associated workload.• Responsible for key performance indicators reporting on organizational performance, including customer satisfaction, operating efficiency, product quality, and employee satisfaction.• Developing, mentoring, and empowering team members to ensure maximum performance.• Develop and maintain strong working relationships within regional office to ensure group goals are achieved understanding team and individual talents and developing gap closure plans.• Setting quarterly team and individual goals and providing on-going performance feedback as well as formal performance appraisals.• Engaging in support of difficult accounts or management escalations.• Educate team on key initiatives to drive improvements.• Recruit, select, develop, coach, and counsel a strong management and staff team.• Lead day-to-day operations in support of the mission, goals and objectives.• Manage departmental budget.
EDUCATION
Grand Rapids Community College
Associate of General Studies
A&M Consolidated High School
High School
SKILLS
ABOUT BRIAN JOHNSON
As an accomplished leader with a proven track record in software development operations, I have excelled in a diverse range of roles from Technical Support, Customer Success, QA/Release Management, to Product/Program Management. My unwavering commitment to delivering quality software within an efficient timeline is underpinned by my ability to pivot and adapt in response to changing project requirements. Throughout my career, I have demonstrated my exceptional team building skills, having successfully created and contributed to both nascent and established teams.
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