Demond Johnson, Technical Support Agent

About

Strategic IT Leader with 25 years of experience driving IT operations, infrastructure management, and enterprise technology solutions across diverse environments. Proficient at leading high-performing teams, optimizing IT service delivery, and executing complex projects that enhance operational efficiency and reduce costs. Expertise in systems development, critical incident management, and large-scale deployments, achieving 99% system uptime and 20% efficiency gains. Proven ability to align technology initiatives with business goals, streamline processes, and implement scalable, secure IT solutions that drive measurable success.

Experience

S.O.M.E. Mediation Consulting & Training

Jun 2024 – Present

Atlanta, GA

Senior IT Contractor & Consultant

Technical troubleshooting & support, Hardware / Software installation & maintenance, IT Deployments, Service Desk Management, Incident Management, Service Delivery, Problem Management

1-800-Flowers / Harry and David

Sep 2023 – Dec 2024

Sr. Site Systems Operations Manager

• Spearheaded IT operational systems and infrastructure for a warehouse organization ensuring consistent performance and stability. • Lead a team of 12 IT Warehouse Analyst fostering a culture of collaboration and continuous improvement. • Successfully managed holiday season and team re-alignment that resulted in 250K or 20% cost savings. • Directed the implementation of a new warehousing system, enhancing systems’ performance by 25%. • Developed a training and documentation program for successful transition and training of new additions. • Managed the implementation of automation systems to streamline warehouse processes.

PepsiCo / Frito-Lay

May 2023 – Sep 2023

Critical Incident Manager /Deployment Analyst

• Conduct Root Cause Analysis to prevent recurring incidents, reducing downtime by 30% (45 hours quarterly • Managed and lead (Incident Response Operation) team during system and field site incidents within SLA (Service Level Agreements) timelines. • Collaborate with cross-functional teams to implement new hardware/software and systems updates enhancing operational success. • Created comprehensive training materials, improving employee onboarding and transfer of knowledge. • Provide high-end technical support while managing incidents ensuring user satisfaction and business success. • Monitor the performance of incident response against the agreed-upon SLAs by alerting and notifying stakeholders.

Edgeconnex

Aug 2019 – Aug 2023

Data Center Technician II

• Diagnosed and resolved over 50+ critical hardware failures, including server outages and network disruptions, within established SLAs, preventing significant data loss and minimizing downtime. • Responsible for asset management, and maintaining a secure environment, with additional duties in documentation and vendor coordination. • Supports complex data center operations through advanced troubleshooting, process improvements, and coordinating equipment installations, while ensuring strict adherence to security and operational standards. • Coordinates all scheduled activities, manages cable work orders, ensures audit compliance, and oversees the maintenance schedules to uphold data center service availability and performance.

PepsiCo / Frito-Lay

Jun 2006 – May 2023

Progressive IT Leadership Roles

Sr. Field IT Operations Analyst / Manager – Southeast Region (May 2018 – May 2023) • Successfully led and supervised a geographically dispersed team of eight analysts across multiple states. • Oversaw IT infrastructure support across 65 warehouses, 25 manufacturing plants, 45 distribution centers, and 8 regional offices, ensuring seamless operations and system reliability. • Led major IT incidents, conducted Root Cause Analysis (RCA), and performed SOPs to prevent future occurrences. • Revamped network monitoring system across 500+ locations using SolarWinds, decreasing network outages by 35% and improving overall system availability to 99.99%, exceeding SLAs. Field IT Operations Analyst – Southeast Region (August 2011 – May 2018) • Provided IT infrastructure support for 15 warehouses, 5 manufacturing plants, 12 distribution centers, and 1 regional office. • Led IT personnel through implementation, deployment, and go-live procedures. • Designed training programs that improved user proficiency to 97%, increasing efficiency by 20%. • Engineered network management for 500+ locations, optimizing reliability and minimizing disruptions. Weekend Sr. Site Resource / Technical Analyst – Frito-Lay Manufacturing Plant (January 2009 – August 2011) • Developed automation solutions that boosted staff productivity by 16%. • Implemented new technologies that reduced costs and improved shipping efficiency. • Trained employees on safety protocols, reducing workplace accidents by 15%. Sr. Growth Automation Engineer – Frito-Lay Manufacturing Plant (June 2006 – January 2009) • Created technical specifications and procurement documents, cutting costs by 20% per project. • Led equipment installations and cross-functional team coordination, meeting 97% of project deadlines. • Designed risk mitigation strategies that accelerated project timelines by 40%.

Education

Jarvis Christian College

Aug 1992 – May 1996

Bachelor’s of Arts & Science, Computer Science & Mathematics

Demond Johnson

Technical Support Agent

Skills

Languages