James Herron Email & Phone Number

Alpharetta Ga

Alpharetta, Ga

• Workforce Management Optimization specializing in Forecasting and Scheduling• Troubleshoot with customer • Create virtual lab servers• Create bug reports from customer’s incidents• Work with developers on bug reports submitted • Train customers on new system functionality• Restore Microsoft SQL databases • Weblogic configuration in the customer’s environment• Completing change controls for cloud based customers• Upgrading internal lab servers to the most current version of company’s proprietary software

• Subject Matter Expert: Collateral Management System (proprietary software), Automation job functionality and field auditor software.• Led critical incident management team for incident escalations from initial report through to resolution consisting of representatives from Database management, Architecture, Development & Support• Provide leadership and management to a support staff of 10 through selection, performance management, mentoring, and coaching.• Averaged 10 to 15 inquires per day with issues such as import files not processing correctly, data not correct due to a bad file being sent and processed into the database.• Monitored issues to identify trends • Created schedules to coordinate holidays and client’s service levels• Improved first call resolution by 90% within the first 30 days• Tracked and reported any variances in the run times of automated jobs• Gathered client specifications for new import/export files as well as change management requests• Created & implemented new hire training Managed quality assurance, produce feedback and training to reduce incident handling time• Escalation point for complex tickets

Alpharetta, Georgia, United States

• Monitor daily processing for several large clients• Verified extract file generation• Supported field auditors and inspectors with equipment troubleshooting• Use SQL to query and update client’s production data• Performed quality assurance testing on new field software releases• Designed training and mentoring program for new associates

• Support staff of 5 psychologists, including 2 Executive Vice Presidents• Schedule and staff an average of 40 assessments per month• Coordinated assessments for the Atlanta portfolio with counterparts in other US offices, China, United Kingdom and Australia• Managed service delivery projects for all clients within the Atlanta portfolio

Atlanta, Georgia, United States

• Managed routing for 200 toll free numbers associated with marketing campaigns throughout the US• Set up and maintained automated call distribution groups• Opened Tampa call center and maintained the 550-person site• Project manager for all office relocations• Order services for new office setups• Maintain site plans along with numbering schemes