1. Jonathan F. Johnson 971.322.6427
2627 Camino Cordoba SE jfjohnson63@msn.com
Rio Rancho, NM 87124 www.linkedin.com/in/jonathan-f-johnson
SUMMARY
Versatile, highly analytical, and results-driven leader with experience in Information Technology, business management,
project administration, planning and organizing, and process development. Demonstrated creative approaches in solving
problems, influencing, leading, and delegating responsibilities. Excellent communication, teambuilding and networking
skills to accomplish the delivery of work product. I am seeking a challenging environment where I can leverage my
variety of leadership skills and influencing abilities.
AREAS of EXPERTISE
IT Service Management / ITILv3 / Needs Assessment / Budgeting / Incident and Crisis Management /Risk Reduction /
Strategic Planning and Decision-Making / Leadership and Team Building / Customer Service and Relations / Process
Improvements
PROFESSIONAL EXPERIENCE
Intel Corporation, Rio Rancho, NM 1996 – 2016
Business Relations Manager, Automation Technical Services (ATS) 2014 - 2016
In charge of programs that evaluated and determined business issues and key initiatives to resolve all quality and
operational concerns. Responsible for requirements definition, process review, impact assessment, customer satisfaction
and operational streamlining.
 Created a problem management recognition platform and a behavioral modification plan that produced a 26%increase
in problem detection and more than a 30% reduction in incidents against ATS products in 2015.
 Directed ATS in achieving 200 days without any major incidents. Earned recognition from departmental leadership.
 Led a team of process managers and department leaders in the improvement of operational Key Performance
Indicators (KPIs) metrics. The improved metrics reduced unnecessary responses to unrealistic metrics and rescued
our quality meeting times to 45 minutes verses 1 hour.
 Consolidated and streamlined the Problem Management/Incident Reduction process and procedures. Actions
produced a leaner post incident review process which saved engineers hours in producing the document for reviews.
President and Vice Cross Site Chairman of the Network ofIntel African Americans (NIA) 2013 - 2014
Responsible for leading Intel “Share Value” activities which comprised of talent development, diversity adaptation,
volunteerism encouragement, and education development. Also responsible for planning and accounting for NIA New
Mexico’s annual budget.
 Promoted and organized severalcommunity volunteer events while serving as president. NIA team logged over 900
volunteer hours between 2013 and 2014
 Recruited and managed volunteer mentors for the Intel/Cibola High School Mentoring Program. Increase volunteer base
from seven mentors to 26 six mentors in one school year. It was the first time the program recruited non-Intel employees
as mentors.
 Promoted NIA’s profile across Albuquerque and Rio Rancho areas by involving NIA in community events which led to
NIA’s obtainment of Outstanding Community Service Award for economics, education, and community development.
Business Analyst/Integration Engineer, Global Operations Support (GOS) 2010 – 2014
Provided expert oversight to project teams while effectively liaising among GOS, IT services, and manufacturing plants,
ensuring the adherence of the design and formulation of solutions to the stakeholders’ business needs. Ensured accuracy of
all operational level agreements as well as close monitoring and reporting on service levels
 Contributed to the design of a comprehensive Problem Management Process which resulted in FSM’s first defined PM
process and matching procedures. The new process improved pre-emptive problem detection, categorization and
prioritization of problems and increased tractability of problems in the GOS Operations environment.

2. Jonathan F. Johnson 971.322.6427
2627 Camino Cordoba SE jfjohnson63@msn.com
Rio Rancho, NM 87124 www.linkedin.com/in/jonathan-f-johnson
 Drove development of new benchmarking methodology using the Capability Maturity Model Integration (CMMI) that
led to improved customer service for our manufacturing customers and enhance the partnership between our IT
Automation stakeholders. Customer satisfaction increased every year after we identified problem areas and made
improvements.
 Improved manufacturing customer and stakeholder satisfaction by leading a large and complexed communication
improvement effort. The effort resulted in improved crisis response times, consolidated usage of a paging system
between different organizations, a new service level agreement where none existed, and an improved working
relationship between Global Operations Support and Fab 11x Automation Team.
Product Manager for Global Operations Support 2005 – 2010
Supervised the conceptualization, maintenance, and support of IT infrastructure and applications within data center.
Closely coordinated with customers for the improvement of GOS capabilities and resolution of complex support problems.
 Successfully delivered a new knowledge management (KM) system that included and new KM utility, business and
training collaterals integrated communications, and knowledge management process improvements.
 Led the improvement of the GOS product insertion roadmap process. Improved the accuracy of determining how long
products would be integrated into our support model. The nature of the product determines the LEANEST route to
completion adding velocity to the completion of the product’s insertion. After the improvement, many products took
less that the 45-day standard insertion time.
 Coordinated a team of ten system engineers and application owners who migrated old storage systems to new highly
available systems for Fab/Sort Manufacturing that significantly improved availability (99%) of our storage area
network environment, reduced the data center footprint for physical systems, and saved hundreds of thousands of
dollars in maintenance cost.
 Spearheaded a team of infrastructure and application engineers who flawlessly executed Service Pack upgrade into the
GOS data center. The project was finished weeks ahead of schedule and brought the data center in compliance with
Intel’s security directives.
EDUCATION and TRAINING
 Bachelor of Science in Business Information Systems, University of Phoenix
 Associate Degree in Security Administration – Community College of the Air Force
 Information Technology Infrastructure Library (ITILv3) Certifications, (ITIL Foundations, Service Strategy, Service
Operations, Continuous Service Improvement)
 Management Through People
 Situational Management
 PMI Training
 Foundation of Business Analysis (BABOKv3)
 LEANSix-Sigma Training
ADDITIONAL RELEVANT EXPERIENCE
 Polemarch – Albuquerque Alumni Chapter, Kappa Alpha Psi Fraternity Inc. (503 c7 organization)
 Executive Advisory Committee Member – New Mexico Office of African American Affairs
 Member – NM Black Expo Steering Committee
 STEM Coordinator – NM Black History Month Planning Committee
 Computer Systems Engineer – Intel Corporation
 Security Specialist/Program Manager – United States Air Force (Honorable Discharge)