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
• 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.
• 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.
• 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

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:
• 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

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:
• 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
• 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