Bartley Johnson

Senior Director, Head of Americas Technical Support

Trellix

Jul 2025 - Current (1 year 2 months)

Director of Technical Support Engineering

Trellix

Jan 2023 - Jul 2025 (2 years 7 months)

Enterprise Technical Support Manager

McAfee

Nov 2017 - Dec 2022 (5 years 2 months)

Develops, implements and monitors work plans to achieve goals and objectives; supervises and participates in developing, implementing and evaluating plans, work processes, systems and procedures to achieve annual goals, objectives and work standards. Manages the performance of senior professionals and staff; interviews and selects new staff; establishes performance requirements and personal development targets; regularly monitors performance and provides coaching for performance improvement and development; recommends compensation and provides other rewards to recognize performance; Provides day-to-day leadership and works with staff to ensure a high-performance, customer service-oriented work environment

Tier II Technical Support Engineer Lead

McAfee

Jul 2013 - Nov 2017 (4 years 5 months)

• Tier II Technical Engineer Lead (November 2016 to Now) - Develop and lead projects to improve McAfee’s support organization. Developed a new troubleshooting template and multiple trees for non-strategic products. Travel to represent McAfee Support and perform onsite troubleshooting. Travel to provide ePO training to the Denver support team. Audited top call driver service requests for areas of improvement and submitted major changes for Insight and Knowledge Base articles. Partnered with the Support Tools team to leverage McAfee Virtual Technician for enterprise products implementing common issue checks for ePO/MA. Redesigned the ePO/McAfee Agent Instructor Lead training to better improve early comprehension and retention of product func

Student Assistant

Collin College

Jan 2012 - Jul 2013 (1 year 7 months)

Administer exams to students in a controlled and secure environment. Provide test materials and schedule appointments for students requesting special exams. Answer phone calls and provide information about the testing center. Handle sensitive data without compromising student and teacher privacy.

Tier 2 Technical Advisor

Apple

Feb 2010 - Nov 2011 (1 year 10 months)

Create a customer service experience unlike any other company for Apple customers. Provide customers with expert knowledge and solutions about iOS devices. From August through November worked with a college HBA Tier 1 iOS group mentoring, and helping in their team chat. November through late December worked inside an Apple Retail store at the Genius Bar as part of a pilot program.; worked on the Technical Support Exception Quality Coach team listening to calls from Tier 1 advisors and Call Directors to advise them how they can provide better support to the customer.

Technical Agent

Volt

May 2009 - Feb 2010 (10 months)

Provide technical solutions and support for Apple customers. Set customers expectations about product features and abilities. Created a caring and empathetic environment as well as a sense of importance to the customer. I have also worked with the iPhone as a tier 2 Agent.

E

Owner

Elite Technology Services

Dec 2008 - Feb 2010 (1 year 3 months)

Created advertising campaigns. Provided a comfortable in-home support experience to local Lewisville and North Texas clients. Developed a name and culture as well as a face to Elite Technology Services by creating its website.

Retail Sales Technician

Flextronics

Aug 2008 - Nov 2008 (4 months)

Raised sales goals, and brought a sense of urgency and interest to each computer repair. Dell Certified. Created a warm and trusting experience for each guest and provided them with valuable knowledge and services.

Customer Service Supervisor

Circuit City

Apr 2007 - Aug 2008 (1 year 5 months)

Supervised a team of six customer service associates. Drove associates goals for accessory and service plan attachments sales. Trained the technology department on cameras through demonstration. Provided a fun and friendly environment for each customer.

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