James Johnson Email & Phone Number

Colorado Springs, Colorado, United States

● Responsible for providing effective and efficient technology solutions in response to customer support issues through the management of the Service Desk and desktop support functions. ● Directs daily and ongoing operational support of the Service Desk while ensuring exceptional customer service for stakeholders.● Provides career guidance and growth for direct reports. ● Serves as an advanced Service Desk team member handling escalated support issues. ● Builds and maintains… Show more ● Responsible for providing effective and efficient technology solutions in response to customer support issues through the management of the Service Desk and desktop support functions. ● Directs daily and ongoing operational support of the Service Desk while ensuring exceptional customer service for stakeholders.● Provides career guidance and growth for direct reports. ● Serves as an advanced Service Desk team member handling escalated support issues. ● Builds and maintains strong positive relationships within the team and across the organization, leveraging a servant leadership approach. Show less

United States

Transforms the way clients learn and think by providing one-on-one cognitive skills training: ● Helps clients improve memory, attention, and overall cognitive performance ● Leads kids to build early learning skills, including foundational skills for reading and math ● Continues to contribute towards the success of the Learning Center’s KPIs

Denver, Colorado

Managed the primary Customer/Account facing interaction point between IT Operations infrastructure and the delivery of IT Operations services for State Healthcare portfolio of engagements:● Improved the Customer perception of IT Operations by mitigating risks and managing escalations● Oversees/governs infrastructure project delivery success for the account● Responsible to the Account Executive for delivering quality, cost, timeliness● Supports the Account Executive in creating… Show more Managed the primary Customer/Account facing interaction point between IT Operations infrastructure and the delivery of IT Operations services for State Healthcare portfolio of engagements:● Improved the Customer perception of IT Operations by mitigating risks and managing escalations● Oversees/governs infrastructure project delivery success for the account● Responsible to the Account Executive for delivering quality, cost, timeliness● Supports the Account Executive in creating and tracking account specific financial forecasts Show less

Colorado Springs, Co

Managed the success of a high performance Tools and Technology Team by delivering automated solutions for Service Delivery Support Personnel and Customer facing technologies:● Removed communication barriers and improved synergies by managing the relationships, roadmaps, and requirements across IT, Engineering and HP Software organizations● Provided best-in-class Enterprise Service Management (ITSM) technology for Global Service Desk Operations to easily adapt to new opportunities… Show more Managed the success of a high performance Tools and Technology Team by delivering automated solutions for Service Delivery Support Personnel and Customer facing technologies:● Removed communication barriers and improved synergies by managing the relationships, roadmaps, and requirements across IT, Engineering and HP Software organizations● Provided best-in-class Enterprise Service Management (ITSM) technology for Global Service Desk Operations to easily adapt to new opportunities, innovation and changing business needs● Planned, directed, and managed assignments and workload across global staff members 10+ individual contributors (Expert/Specialist level) ● Supported development of direct staff members and lead initiatives to improve employee engagement● Assigned responsibilities, provided direction, leadership / coaching, removed barriers as needed to enable direct reports to execute their roles and exceed goals and objectives● Created a challenging and rewarding working environment that is conducive to individual growth, career development, and high performance Show less

Colorado Springs, Co

Orchestrated strategic partnerships for technology roadmaps, requirements and fostering synergies across organizations and vendors:● Developed a cost model to forecast ITSM Technology enhancement requests that lead to bottom line revenue generating results● Reduced escalations and onboarding time by successfully leading a project to implement data standards and processes that improved data quality on boarded into the Workflow Ticketing tool● Advocate for the Software Development… Show more Orchestrated strategic partnerships for technology roadmaps, requirements and fostering synergies across organizations and vendors:● Developed a cost model to forecast ITSM Technology enhancement requests that lead to bottom line revenue generating results● Reduced escalations and onboarding time by successfully leading a project to implement data standards and processes that improved data quality on boarded into the Workflow Ticketing tool● Advocate for the Software Development Life Cycle (SDLC) and influenced change to improve overall process operational efficiencies● Provided thought leadership and program/project management using ITIL framework for cost savings initiatives that significantly improved the operational processes● Improved Organization’s communication strategy by leading the Director’s communication forums ● Provided pre-sales and portfolio consultation and delivery preparation on technology offerings● Reduced calls to the Service Desk by providing customer-facing training to increase adoption of customer end-user tools and technology Show less

Colorado Springs, Colorado Area

Knowledge Management Expert in the organization for new go-forward knowledge management technologies:● Developed and coordinated knowledge management training to partner organizations and customers● Developed content for knowledge database that follows Knowledge Centered-Support (KCS) standards● Initiated, managed and completed a project within scope, time, and budget to maintain quality and integrity of the global knowledge database using KCS standards● Worked directly the… Show more Knowledge Management Expert in the organization for new go-forward knowledge management technologies:● Developed and coordinated knowledge management training to partner organizations and customers● Developed content for knowledge database that follows Knowledge Centered-Support (KCS) standards● Initiated, managed and completed a project within scope, time, and budget to maintain quality and integrity of the global knowledge database using KCS standards● Worked directly the Software Vendor and System Engineers to submit business requirements for technology improvements and automation using the to increase productivity and reduce cost Show less

Colorado Springs, Co

Provided custom and standard software support for 14 separate Accounts while helping the Global Service Desk meet Service Level Agreements ● Achieved and surpassed all metrics with focus on customer satisfaction, average handle time, first call resolution and resolution rate● Developed process and technical solutions to increase agent efficiencies● Provided call monitoring, case reviews, and feedback for eight Service Desk Analysts● Trained Service Desk Analysts on different… Show more Provided custom and standard software support for 14 separate Accounts while helping the Global Service Desk meet Service Level Agreements ● Achieved and surpassed all metrics with focus on customer satisfaction, average handle time, first call resolution and resolution rate● Developed process and technical solutions to increase agent efficiencies● Provided call monitoring, case reviews, and feedback for eight Service Desk Analysts● Trained Service Desk Analysts on different processes for current and new businesses Show less

Stationed at the USS John C. Stennis CVN-74 and received an Honorable discharge: ● Worked in the Air Tower and supported the Air Boss● Logged and recorded all aircraft on the flight deck including touch and go(s)● Stood security watches on flight lines/flight decks