James Hicks Email and Phone Number

Team Lead for the Operations group. Direct coordination with the deployment team members as an escalation point on incoming cases and customer issues. Continuously working with process improvement for our deliverable support commitments. Successfully implemented an internal knowledge base and collaboration support infrastructure that is now the company standard.Upgrade projects coordinator for our cloud support offerings. Advanced Microsoft SQL support knowledge, and… Show more Team Lead for the Operations group. Direct coordination with the deployment team members as an escalation point on incoming cases and customer issues. Continuously working with process improvement for our deliverable support commitments. Successfully implemented an internal knowledge base and collaboration support infrastructure that is now the company standard.Upgrade projects coordinator for our cloud support offerings. Advanced Microsoft SQL support knowledge, and troubleshooting skills.Creation of customized advanced maintenance plans supporting HA databases exceeding 10 terabytes in size. Show less

Technical Assistance Center support engineer for dozens of organizations and Service Account Manager for a total of five primary customer accounts. Complete solution and environment support, project planning and deployment, upgrade coordination, detailed problem analysis and general maintenance and care in multiple aspects of the Cisco Contact Center Solution including ICM, UCCE, IPIVR, CVP, EIM/CIM, Unity, Voice gateways, VXML gateways, IOS upgrades, and several other areas.