James Densteadt Email & Phone Number

Farmington Hills, Michigan, United States

Farmington Hills, Michigan, United States

Lansing, MI

• Serve in an IT leadership role previously held at Jackson National Life while in an interim position through the transition from Jackson to Tech Mahindra.
• Work to improve analyst and team stats within a month in the position and in collaboration with other teams to drive improvements in both communication and Service Desk workflow.
• Develop training plans for new analysts and create and implement analyst scorecards to drive continuous individual and team improvement.
• Implement change to drive an improved knowledge base for the Service Desk and PGDS.
• Provide daily, weekly, and monthly reporting to drive the continuous improvement of the Help Desk.
• Manage teach schedules and staffing in lines with the needs of the business and operational efficiency.

Lansing, Michigan, United States

• Work to improve analyst and team stats within a month in the position and in collaboration with other teams to drive improvements in both communication and Service Desk workflow.
• Develop training plans for new analysts and create and implement analyst scorecards to drive continuous individual and team improvement.
• Implement change to drive an improved knowledge base for the Service Desk and PGDS.
• Provide daily, weekly, and monthly reporting to drive the continuous improvement of the Help Desk.
• Manage teach schedules and staffing in lines with the needs of the business and operational efficiency.
• Worked in collaboration with other IT departments and the Jackson business unites to ensure the proper process of tickets. Notable achievements while in the position have included:- Designed and implemented a more.

Lansing, MI

• Managed several IT projects within the Service Desk and worked with other IT department and Jackson business units to ensure the proper processing of tickets.
• Created training and reference materials and provided training the new Helpdesk Analysts to drive increases in individual and team performance.
• Recognized as the subject matter expert (SME) and trainer for the successful Remedy rollout.
• Worked to organize, manage, and continually update the Service Desk knowledgebase.
• Provide comprehensive support for all Jackson National employees, working with other teams to resolve real-time issues in a timely, professional manner.
• Served in the role of acting backup manager for the Service Desk operations group.

• Delivered wide-ranging technical leadership regarding operations, technical direction, and communication for the GM Online migration project.
• Managed the successful implementation and completion of system upgrades in several plants location nationwide and completed a number of projects ahead of schedule.
• Provided remote system administration/helpdesk support for software and hardware, installations, maintenance, upgrades, issue resolution, user account administration, and support while supporting thousands of users.
• Resolved a variety of system, application, and remote connection issues, including VPN, dial-up, and WAN access issues while providing second-level support to GM customers globally.
• Maintained open lines of communication with vendors and leaders while ensuring that all issues were resolved in a timely, professional manner to guarantee optimal system performance.
• Responsible for PC upgrades, new hardware, data transfers, the creation of technical documentation and procedures to manage day-to-day support.