Kee Johnson

sluggo2432@gmail.com
619.866.8186
Enterprise Solutions for Service Management
Product Lifecycle and Agile Methodologies
Business Management and Support Process Modeling
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Senior level consultant to drive enterprise service management and support modeling resulting in
high adoption rates, standardized processes, and a lowered total cost of service delivery.
Service reporting, business intelligence, and root-cause analytics consulting resulting in both
process and technical improvement plans with clear cut proposals for customer solutions.
Designing and deployment consulting for near-shore solution portfolios resulting in synergies for
service management, project/portfolio, and application lifecycle management.

Finance and Business Restructure

9/2014 - 8/2016

Restructure of a family business including like-kind exchanges, financial modeling, and estate structure.

ServiceNow, CA

7/2013 - 9/2014

Engagement Manager/SCRUM MasterProfessional Services

SaaS Consultant for ITIL transformation cloud service management (Incident, Problem, Change, Config)
Delivered Pre-Sales presentations around the ServiceNow deployment methodology and worked with
Sales to produce Statements of Work (SOWs) based on customer requirements and roadmaps.
Lead deployment teams in SCRUM methodology / project management and planned and delivered
project kick-off meetings, requirements capture, sprint reviews, and post project retrospectives
Delivered ITIL based Gap Analysis workshops to assist customer derived product requirements.
Custom application build and ServiceNow core deployments while being single point of contact /
escalation point for the customer and hosting regular sprint reviews for build demo to Sr Management
Participated in design of managed service providers (MSP), data segregation, and datacenter solutions
Maintain client and project history and roadmaps for business continuity and further enhancements
Liaised with sales teams as pre-sales participant to build out client pipeline, scoping of custom
application development, created customer enhancement requests, and participated on support issues

9/2010 6/2012

HP, San Diego, CA

Solutions ArchitectPre-Sales/Professional Services

Consultant for IT transformations, near-shore support processes, and organizational change (OCM).
Product roll-out team of 45+ members for Executive Scorecard business intelligence suite across all
HP product lines resulting in $1M+ in first year for new business line extensible to all customers and
partners. This KPI data collected also furthered the sale of the HP SDLC/SM/PPM Suite.
Design, configuration, and Scrum deployment of custom Service Manager 9 (SM) projects including
multiple data segregated instances, configuration for work tracking outside of IT, and cross synergies
between run and build/project environments. This resulted in custom configurations that are reusable
and repeatable in multiple business settings and modularly across other business verticals.
Actively directed and engaged customer pre-sales efforts to include Remedy to SM conversions,
management of change, and custom software and solutions packaged solution deployments
Participated in the new learning platform Adoption Readiness Tool (ART) sales roll-out resulting in an
exponential increase in customer adoption and learning retention of HP product suite. The addition of
platform training to deployments resulted in 15% higher sales margins on all related deployments.
Lead division effort to collect, catalog, and share config/build files for a global unified knowledgebase.

Kee Johnson resume p1

619.866.8186

sluggo2432@gmail.com

1/2009 12/2009

SAIC, San Diego, CA

ITIL Service Management ConsultantOffice of the CIO

Consultant for ITSM support processes, business analytics/reporting, and a consolidated Remedy service
approach across multiple business lines to insure governance, compliance, and improved service delivery.
Created 3-tiered service management values (service family, service category, service) and resolution
categorizations to be applied to all Remedy records (incident, problem, change, and polling) as a stored
un-editable stamp for cross silo transparency resulting in trending analysis data and support metrics.
Rationalized event management classification, and aligned their correlation to the service tier matrices,
allowing for better service manager visibility and enhanced monitoring logic for reporting.
Created enterprise service manager and tower dashboards from data warehouse and BI cubes to enable
real-time and historical management and SLA reporting, PPM, and service delivery data.
Directed the problem management portfolio for root cause, known errors, and on-going KM build-out,
resulting in trending analysis, technology roadmaps, and 15% reduced run costs.

11/2006 2/2008

SRP Energy, Phoenix, AZ

ITIL Service Management ConsultantOffice of VP for IT-Enterprise Assets

Consultant staffed to establish ITIL service management adoption, SLAs, change and release to production
touch points, incident and problem management processes, and engineered dc consolidation requirements.
Directed an incident, problem, and change methodology including all collateral, process citations, tool
configuration, and roles and responsibilities hand-offs between service stakeholders.
Established enterprise change process in Planview/PPM to support Quality Center software
development test cases and requirements to institute traceability matrices from business owner.
Liaised with vendors/procurement for incident, service desk, monitoring agents, and enterprise support
tools and their deployment. SLA negotiations for availability and supportability baselines.

1/2003 11/2006

DHL-DPWN, Phoenix, AZ

Global Service Delivery LeadOffice of SVP for Global Infrastructure

Global Service Delivery Lead for ITIL, migrations / integrations and decommissions, request management
development, in a blended HP Service Desk and Remedy environment throughout 3 global datacenters.
Developed and executed follow-the-sun global ITIL support models for incident, problem,
change/config management, and service management SLAs for 24/7 stability and business continuity.
Established global service delivery processes and accounted for total cost of ownership models for
budgeting, consumption catalog transparencies, and CMMI/COBIT and Six Sigma compliance.
Led integration teams for an acquisition datacenter migration for mainframe, servers/applications, and
assets areas to insure cost containment, end of life technology transitions, and automation initiatives.

The Pentagon / Compass Group, Arlington, VA

1/2002 - 3/2003

Director II-Consultant
Consultant / Director of IT services process improvement consultancy for new business systems catalog
deployment for a Pentagon account while controlling account expenditures, inventory, and tracking
systems.
Extended new IT unit line resulting in 3 million yearly profit center outside of original DOD contract.
Developed a process improvement and adoption plan for streamlining business systems development.

EDUCATION, AWARDS, and MEMBERSHIPS

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ITIL Foundation Certification v.2 & v.3

Six Sigma, Green Belt Certification
Mergers and Acquisitions, near-shoring
Contracts Paralegal Certification
Strategy and Planning with C level execs

Kee Johnson resume p2

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619.866.8186

US Govt Meritorious Service Award

Business Intelligence, SDLC, ITSM
B.A. University of Maryland
ServiceNow Admin; SalesForce Admin
SCRUM Master Certification (CSM)

sluggo2432@gmail.com