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Home: 763-497-1230
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Sara Johnsen
Summary
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Accomplished IT Manager with 22 years of experience in a Global
company. The strength I bring is being
able to partner a deep technical aptitude with effective leadership. I did my best not to just sit and remain
comfortable in a role; I made sure I was adding value, influencing
innovation, taking ownership, and leveraging my broad background to quickly
drive positive results. Almost my
entire tour at Carlson was based on leading people, departments, and the
business to success. The technical
skills acquired were an added bonus to help streamline and add wisdom to the
decision making process. I believe I bring
a complete portfolio of talents to any role.
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Key Competencies
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Integrity, developing and maintaining trusted
relationships with business partners and team members.
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Team builder, organizational skills, change
agent, project management, and personal development.
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Results oriented leader who successfully
collaborates with all levels of the business to provide ROI-based business
solutions aligned with business strategies.
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Proven track record of successfully building
and leading teams to achieve exceptional results.
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Significant background in IT operations and
planning.
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Experience
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Feb
2011 – Current Modis Consulting
IT
Consultant
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Performing various IT duties assisting a
banking client as necessary. A summary
of current role is a merge of Infrastructure application engineering,
Business Analyst, assistant Project Manager, and developer.
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Assisting the data exchange team in a
conversion from
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Automating file transfers and tests via shell
scripting.
Feb
2008 – Dec 2010 Carlson
Companies
Manager
IT
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IT Operations Manager for the largest travel
company in the world: Carlson Wagonlit.
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IT Operations Manager for Carlson’s brand of
hotels: Radisson, Country Inns, Park Inn, etc…
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Managed FTE's locally and remotely; 10-15
direct reports & supervisors with teams.
Participated in employee satisfaction studies through Gartner. Continued contribution to the mentorship
program.
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Ran the service desk that supported 2500 Hotel
properties.
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Ran the helpdesk that supported approximately
150,000 end users.
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Enforced adherence to ITIL adopted process and
Company policies for all IT globally, including Carlson’s brand of
Restaurants, Marketing, Travel, and Hotels.
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Assisted all groups to help drive PCI
compliance to completion.
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Drove process improvement and operational
initiatives, partnering with technical teams and business units, to achieve
higher levels of operational excellence.
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Performing different roles as needed during IT
in sourcing efforts (PM, technical contributor, strategic planner, decision
maker. etc).
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Provided work direction to technical resources;
storage, windows, UNIX, and network administrators that were staffed to
address changes, incidents, etc.
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Ran the
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Managed relationships with vendors. Referenced best practices to ensure vendors
such as Symantec had Service Level Agreements with Carlson and were measured
against them.
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Influenced change in the business by
leveraging reporting metrics, introducing ideas and building the business
case necessary to gain endorsement.
One example - saved $55,000 annually by introducing a new approach to
delivering archive requirements.
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Created and owned Disaster Recovery process
for department operations and service desk.
One of the few authorized to declare disaster status.
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Drove positive results in semi-matrix offshore
out-sourced environment. Known
company-wide for strong technical background and developing effective teams.
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Provided critique on changes in all
technologies, as well as a supplemental approver for large and high risk
changes.
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Drove root cause analysis on events that were
high impact on the business and provided results to senior leadership. Used lessons learned to improve quality of
service. Initially there was
approximately 250 severity 1 (highest impacting) incidents per month globally
when I started the role. At the end of
the first year, the high severity events were down to approximately 70%. Prior to leaving the role, severity one
incidents were virtually non existent, only one in the last 3 months.
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Participated as a decision maker and incident
manager during heavy impacting outages.
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Selected to participate and help drive
infrastructure & enterprise release planning efforts back to an
efficient, timely, and cost effective state.
Sep
2006 – Feb 2008 Carlson
Hospitality Worldwide
Senior
Business Analyst
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Assisted governance of outsource business
partner, as well as acquiring BA experience.
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Provided Work direction of team members as
needed, provided input to annual review processes, held 1 on 1 meetings with
team members as needed, mentored team members, etc.
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Identified risks and gaps in service; reported
status to CIO and worked with the formal governance group to remedy.
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Worked with customers to create business
rules, use cases, test plans, and worked on required projects. One example of an internal project was
performing BA and PM duties moving a payroll impacting application from Rolm
to Avaya CMS. This application was
used by a large call center to provide a commission like incentive. To expound further, the company wide cutover
from Rolm to Avaya was driven out of the PMO and had a number of Project
managers working on it. I assisted as
a governance resource, as well as assisted Project Management efforts related
to the targeted business unit as needed.
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Contributed to design of web applications and
flowchart design of power center processes.
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Learned and lived the SDLC of this business
unit.
Sep
2005 – Sep 2006 IBM
Lead
UNIX Engineer / Administrator (Solaris/HPUX)
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Active member of the technical outsource
transition team.
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Sent to Carlson Hotels datacenter and business
office in
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Learned and performed operational duties and
documented, and worked on transition of Carlson Hotel’s Storage, UNIX,
Wintel, Web, Veritas backup within 3 weeks which allowed IBM to meet the
contract requirements; after three months the transition was complete.
1999-Aug
2005 Carlson Shared
Services
Lead
UNIX Engineer / Administrator (Solaris/HPUX)
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Technical leader for Carlson Shared Services
UNIX security – architecture, engineer, and implementation. Also converted
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Set Standards, and assisted the engineering
efforts of O/S builds, i.e. jumpstart/ignite.
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Responsible for the lifecycle management of
the UNIX platforms and monolithic storage units.
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Annually updated contract agreements regarding
existing infrastructure, and provided contract requirements around new
technology that was reviewed by leadership.
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Contributed in the development of Disaster
Recovery plan and executed tests for Solaris and HPUX at isolated remote
facilities.
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Performance tuning on HPUX and Solaris
platforms. Worked with DBA’s and
Application owners to maximize the hardware and adapted the Operating System
environments to support the requirements of the users, best practice security
requirements, and leveraged economy of scale.
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Developed the initial overall technical plan,
and executed the UNIX portion of a datacenter move, which consisted of 130
UNIX servers of various functions and platform vendors.
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Technical Consultant that bridged CSS and
external vendor - NCR Teradata. Even though NCR was ready for PCI / Vital
trust compliance in their database, the rest of the NCR environment had been
relatively unchanged and “open”.
Worked with NCR’s top Security specialist for 3 months, and helped
them adopt a more hardened version of their platform; which NCR would eventually
add as a service offering. Selected to
drive this project which was one of the largest events in Carlson’s history
having a 3rd party vendor with potential access to Carlson’s vital
trust data.
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Member of the Carlson Mentorship program.
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Worked directly with the senior management to
address organizational challenges. CSS
adopted ITIL and Six-Sigma, plus other business enhancing processes.
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Participated in the bi annual budget process. Provided Work direction to junior team
members, provided input to annual review processes, interviewed technical
candidates as the team needed to grow.
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1998–1999 Carlson Shared
Services
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Legato Backup Administrator
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BMC Patrol Administrator
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BMC Control-M Administrator
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Electronic Data exchange administrator
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1988–1998 Carlson Companies,
Inc.
Quickly promoted from Computer Operator to Operations Supervisor
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Awards
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Technical
recognition at a national level from Nishan.
(Carlson’s
Annual Global awards: (scope of selection - approx 150,000 employees)
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(Golden Rose): Moving an entire business
unit‘s application and infrastructure to Minneapolis from Memphis.
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(Golden Rose): Successfully implementing a
bleeding edge technology solution without impact and under budget.
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Nomination (Golden Rose): IVR security
exceeding PCI and ISF vital trust requirements.
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Individual contributor award (Carlson
Fellowship): Nominated once.
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Education
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2009
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2004 – Current: Hewlett Packard Certified
Professional, CSA
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Successfully completed many technical and
non-technical courses, ranging from application specific to core
platform/network competencies, to business process, and people management. –List available upon request.
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Skills
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Leading / Managing
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Small (departmental) – Medium (business line /
unit) scale Project Management experience.
I’ve participated as assistant PM during large (enterprise / global)
scale projects.
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ITIL / 6 sigma
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Platform & Application solutions
architecture.
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Monolithic storage, distributed storage
arrays, local storage, SAN & SCSI.
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Unix administration, maintenance, packaging,
performance tuning, capacity management, break/fix – root cause analysis,
strategic planning and life cycle management:
Additional experience:
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