Carl Johnson
Slough,Berkshire
Summary
Accomplished professional with extensive expertise in warehouse operations, multi-site operations, and relationship building. Proven track record in solutions development, task delegation, and productivity monitoring. Adept at communication efficiency and task prioritisation expertise, ensuring compliance regulation familiarity and continuous improvement implementations. Demonstrates coaching leadership and productivity improvement strategies within operational management. Skilled in team member engagement, staff performance management, and senior management liaison. Proficient in workload prioritisation with a tech-savvy creativity approach. Expertise in Microsoft Office suite proficiency, service desk handling, cybersecurity protocols, hardware and software troubleshooting, technical documentation writing, remote desktop applications, service delivery optimisation, mobile device support, IT ticketing systems understanding, networking protocols familiarity, IT project coordination, bespoke software support, helpdesk experience, software installation and upgrading. Strong background in root cause analysis, network administration with Jira knowledge. Experienced in hardware maintenance and end-user training including mobile device troubleshooting.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work history
IT support analyst
DHL Global Match Unit A Facility
Slough, West Berkshire
08.2024 - Current
- Implemented IT solutions to boost operational efficiency.
- Handled sensitive data, guaranteeing confidentiality.
- Conducted training sessions to enhance staff's IT skills.
- Collaborated with other departments on technology integration projects.
- Provided technical support for improved user experience.
- Continued testing functionalities in the BAT/UAT environment of the CONNECT and CTD systems.
- Raising user stories for CONNECT and CTD systems.
- Tested new software applications before deployment.
- Took lead on setting up the Mail Terminal for another division of DHL (eCommerce) taking over and moving the Operation to Coventry from the Langley facility, from an IT perspective by completing all the Master Data behind the scenes to ensure the operation was operational, due to previous role of running said operation.
- Provided training for said operation as well.
- Contributed to helpdesk operations by answering customer queries.
- Enhanced system functionality by troubleshooting hardware and software issues.
- Streamlined workflow through effective management of IT resources.
- Investigated and diagnosed customer's technical and product queries.
- Offered technical expertise to contribute to 2nd and 3rd line of support.
- Asked customer targeted diagnostic questions for speedy root cause analysis.
- Used DHL's internal ServiceNow System to track support tickets and document actions.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Followed technical documentation for accurate installation, maintenance and repair work.
- Followed manufacturing instructions and design specifications when completing repairs.
- Organised workspaces for employees with computer, monitors and associated cabling or equipment.
- Tested function of peripheral equipment and completed quality repairs.
- Installed new software for users and monitored version and patch update requirements.
- Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
- Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Ensured minimal downtime by proactively addressing potential IT issues.
Operations Team Leader
DHL Global Match Mail Terminal Unit B Facility
Slough, West Berkshire
03.2018 - 08.2024
- To ensure the staff process customers items correctly in the Mail Terminal and ensure items are dispatched same day.
- To make day to day calls to ensure a smooth Operation.
- Liaise with the Deutsche Post UK Sales support team with any issues regarding the customers items/shipments.
- Manage the staff as well as the Team Lead Stand in on a day-to-day basis
- Help the Operations Manager with any tasks that is required
- Liaise with Colleagues in Germany with any issues that arise
- Deal with any issues in the Connect system
- Train members of staff to further themselves, Agency or Full time
- Help test functionalities within the BAT/UAT environment of CONNECT and CTD
- Raise user stories for development within CONNECT and CTD to help make the Operation run more efficiently.
- Supervised 25+ staff, built up over time, overseeing training and development needs since 2018.
- Worked closely with management team to identify and mitigate potential operational risks.
- Aided senior leadership by recommending corrective actions and improvements to company operations.
- Minimised discrepancies by effectively training employees on best practices, policies and procedures.
- Forged strong relationships with stakeholders, communicating effectively and handling urgent requests.
- Implemented strategic changes to improve overall operations efficiency.
- Developed standard operating procedures for increased consistency and efficiency in tasks performed.
Logistics Administrator
DHL Global Match Unit A Facility
Slough, West Berkshire
07.2013 - 03.2018
- Closing paperwork for deliveries into the Airlines, around the Airport
- Creating and Closing Import files
- Using CHIEF (UK Customs system) to input import and export data
- Liaise with Airlines/Airline handling agents, either by phone or email
- Customer service during the night, helping with their requests
- Take phone calls and deal with any query or problem
- Control the Frankfurt outbound vehicles
- Control TransIT during the night, deal with problems that arise in Warehouse
- Cover and Run Transport, prioritise priority freight to be delivered and/or collected
- Cover and become acting Supervisor
- Liaise with ASPAC (Asia Pacific region) on a regular basis, helping with queries and make sure their shipments are dispatched in a timely manner
- Member of the Health and Safety Committee, taking part in the monthly meetings
- Improved inventory management with regular audits and stock updates.
Warehouse Operative
DHL Global Match Unit A Facility
Slough, West Berkshire
06.2013 - 07.2013
- Labelling/re-labelling packages with correct barcodes for the correct destination
- Creating paperwork for Export Admin in the office
- Creating spreadsheets for use in the TransIT area and the Office
- Using HubIT to scan the labels Inbound and Outbound
- TransIT
Education
BTEC First Diploma - Media
Richmond upon Thames College
Twickenham, RIC 09.2006 - 07.2007
Communication Level 2 - Key Skills Edexcel
Richmond Upon Thames College
Twickenham, RIC 09.2006 - 08.2007
BTEC National Diploma - Interactive Media
Richmond upon Thames College
Twickenham, RIC 09.2006 - 06.2009
Skills
- Warehouse operations
- Multi-site operations
- Relationship building
- Solutions development
- Task delegation
- Productivity monitoring
- Communication efficiency
- Task prioritisation expertise
- Compliance regulation familiarity
- Continuous improvement implementations
- Coaching leadership
- Productivity improvement strategies
- Operational management
- Team member engagement
- Staff performance management
- Senior management liaison
- Workload prioritisation
- Tech-Savvy creativity
- Microsoft office suite proficiency
- Service desk handling
- Hardware and software troubleshooting
- Technical documentation writing
- Remote desktop applications
- Service delivery optimisation
- Mobile device support
- IT ticketing systems understanding
- Networking protocols familiarity
- IT project coordination
- Helpdesk experience
- Software installation and upgrading
- Root Cause Analysis
- Jira
- Hardware Maintenance
- End-user training
- Mobile device troubleshooting
Accomplishments
- Fire Marshall
- First Aider
- Cargo Manager (non-screener) Security level access
- Electric ride on pallet truck licence
- Forklift licence
- Category 5 Dangerous Goods
- Site Security Representative for the CAA
- CompTIA Network+ in house training courses.
Languages
English
Personal Information
Affiliations
- 3D Graphics and Animation – Games, Films, anything that requires CGI or 3D graphic software.
- Building and fixing computers – built my own PC and will replace anything that is either damaged or due for an upgrade.
- History – Visiting Heritage sites, Castles, Museums.
- IT in general, teaching myself new things to have a wider knowledge of the Information Technology sector.
References
References available upon request.
Timeline
IT support analyst
DHL Global Match Unit A Facility
08.2024 - Current
Operations Team Leader
DHL Global Match Mail Terminal Unit B Facility
03.2018 - 08.2024
Logistics Administrator
DHL Global Match Unit A Facility
07.2013 - 03.2018
Warehouse Operative
DHL Global Match Unit A Facility
06.2013 - 07.2013
BTEC First Diploma - Media
Richmond upon Thames College
09.2006 - 07.2007
Communication Level 2 - Key Skills Edexcel
Richmond Upon Thames College
09.2006 - 08.2007
BTEC National Diploma - Interactive Media
Richmond upon Thames College
09.2006 - 06.2009
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