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Norma Johnson

Address: 13101 Briar Forest Drive #6404G Houston, TX 77077
Telephone: (352) 397-8838

Career Focus/Objective:

An operational, computing, information technology and telecommunications professional, with a proven ability to manage staff, develop and implement new strategies, projects, and communicate with a diverse constituency. Managed and coordinated corporate projects with implementations across telecommunications, information technology and contact/call center technology environments. Maintains a positive environment that promotes individual development and high performance standards. Adds value to organizations by quickly grasping complex business and technology concepts, driving issue resolution, and communicating clearly and effectively to both technical and executive business audiences.

Experience

Pat H. Foley & Company


Provisional Funeral Director - January 2015 - January 2016

  • Assisted with preparation of remains, clothing and make up, casketing the body, coordinated burials and completed legal documentation
  • Arranged floral offerings around caskets for both Chapel, Wake and Church viewings and services
  • Provide professional service to client families during the loss of a loved one
  • Assisted/Facilitated the various specifics of the Family Arrangement Conference
  • Assisted families with gathering information for obituaries and memorial folders

Cason Funeral & Cremation Services


Volunteer Funeral Home Assistant - January 1995 - January 2015

  • Assisted with preparation of remains, clothing and make up, casketing the body, coordinated burials and completed legal documentation
  • Arranged floral offerings around caskets for both Chapel, Wake and Church viewings and services
  • Provide professional service to client families during the loss of a loved one
  • Assisted/Facilitated the various specifics of the Family Arrangement Conference
  • Assisted families with gathering information for obituaries and program booklets

CenturyLink


Project Coordinator/Network Operations Technician - January 2007 - January 2015

  • Provides technical assistance to field maintenance personnel, trouble tracking, coordination, notification, escalation, and documentation to resolve events/issues efficiently minimizing customer impact.
  • Efficient with Circuit Order Systems such as: Ciras, Metasolv, WCM, WFAC, and Tirks
  • Execute/Manage contractual performance criteria such as due dates for successful overall project completion
  • Manage organizational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
  • Provide oral and written project briefings to management and customers
  • Provide escalations, coordination, root cause analysis along with proactive and reactive solutions to minimize the customer impact
  • Initiate communication across offices bringing all parties together to complete tasks
  • Ability to adapt and change to be effective in a stressful environment, and implement resource leveling and allocation as need to meet project expectations

IBM


Project Manager - January 2003 - January 2005

  • Business Consulting Services
  • Team effectively; cultivate positive and productive relationships with Sales Operations communities across various business units including IBM Global Services, CRM Siebel, Integrated Supply Chain, Software Group, S&D and Business Consulting Services worldwide
  • Global Process owner for various Business Controls Audit Assessments for Opportunity Management
  • Siebel Requirements submission/monitoring for maintenance and small program enhancement releases
  • Support Global Services initiatives that requires integration within the Opportunity Management process

IBM


Advisory Program Manager - January 2000 - January 2001

    ibm.com Contact Centers, IBM


    Senior I/T Specialist - January 1996 - January 2000

      IBM


      Advisory OSS Software Analyst - January 1993 - January 1996

        IBM Personal Software Group


        Account Marketing Support Rep - January 1991 - January 1993

          IBM Internal Telecommunications


          Account Systems Engineer - January 1989 - January 1991

            IBM ROLM Systems Marketing


            Systems Engineer - January 1987 - January 1989

              IBM Dallas Distribution & Utilities


              Systems Engineer Trainee - January 1986 - January 1987


                Associate Programmer - January 1982 - January 1986

                  Education

                  Funeral Services

                  • Associate of Science

                  Florida A & M University

                  • Bachelor of Science - Computer and Information Technology

                  Hernando High School

                  • Licenses, Certifications, Affiliations
                  • Passed Funeral Service National BoardsHigh School DiplomaBeta Alpha Chapter of Delta Sigma Theta Sorority, Incorporated 1991