James Ruvalcaba Email & Phone Number

Anaheim, Ca, Us

Newport Beach, California, United States

Fulfilling my duties as a member of the newly formed T3 support team, I served as the escalation point for customers, end-users, and internal teams (e.g., CSR, implementation, sales/accounts). I also liaised between development teams such as DBAs and developers. Aside from that, I facilitated hands-on training for CSR, T1, and T2 teams, enabling seamless knowledge transfer and dynamic team collaboration. I also showcased my proficiency in various tasks, including documentation (KBs, Confluence), workflow process implementation (SDLC), and advanced troubleshooting and analysis. Further, I exercised my relationship-building skills in addressing the needs of high-profile clients. Lastly, I executed other functions involving API troubleshooting, SQL queries, technical/detailed Jira tickets, and Zendesk reports/macros.Environment: Practice Management System, Level III Support

Irvine, Ca.

During my tenure, I accommodated varied issues and concerns via Salesforce tickets, ensuring the provision of prompt and efficient product support. I also delivered notable contributions to the tier 3 team by adeptly handling escalations from high-profile customers. Apart from that, I conducted extensive troubleshooting activities, catering to a wide array of technical problems, including product, CPU/RAM utilization, connectivity, and training support issues. I also developed Jira tickets for escalations to the engineering team after troubleshooting.Environment: Antivirus/Security, SQL, Level III Support

San Juan Capistrano

In this role, I functioned as a product manager/owner and an SME for accounting (Ensign Accounting Close) and Census applications (Ensign Manual Census, PCC), leading stakeholder discussions to determine business needs and relay findings to the development team via Jira. I also performed QA testing of proprietary applications before deploying to production, structuring test scripts for teams and UAT test cases for end-users. Besides that, I documented a variety of technical information, including end-user documentation, user guides, SDLC workflows, SOP templates, and other commonly used documents. I also constructed KB articles and troubleshooting guides for help desk teams. Further, I supported requirements-gathering activities for needed reports and forwarded information to report writers. Lastly, I ran SQL queries for the following: ad-hoc reports, troubleshooting, and inserting and updating records where necessary.Environment: Web Applications (Accounting, Medical, Reports), QA Testing, Level III Support, SQL

Newport Beach, California

In this position, I facilitated triage meetings to triage cases to the development team, aiding in the overall management of product errors and defects. I also headed prioritization meetings with executive leadership to discuss and prioritize cases according to business demands. On top of that, I operated the provider website, carrying out tasks including updates, maintenance (site-down issues), and other relevant services. I also extended unparalleled technical support to internal departments and external clients, ascertaining that diverse needs were appropriately addressed. In line with that, our customer base mainly consisted of MPNs (networks for workers' compensation providers). I also prepared documentation like user guides, KB articles, and SOPs while running SQL queries to retrieve provider or patient data.Environment: Web Application for Workers Comp. Network, QA Testing, Level III Support, SQL, EDI, HCFA, Medical BillingKey Highlight: Interacted closely with the new director as the first product support engineer hired to build a team of 4 and assist internal and external customers better

Newport Beach, Ca.

During this period, I oversaw a Scrum support team of 5 IT support analysts, directing daily Scrum support standup meetings to briefly discuss previous and present-day activities. I also extended immediate support to internal stakeholders, which enabled production continuity. Prior to my most recent role in the company, I provided technical support through phone, email, and face-to-face communications, taking prime responsibility for closing CRM tickets and monitoring (e.g., days open, hours/days to close, etc.) escalated tickets in the queue, with around 20 to 30 weekly. I also increased engagements with developers, product owners, and stakeholders to streamline and accomplish tasks, including UAT testing. In addition, I actively contributed to bi-monthly deployments and post-deployment validations. As a project manager, I orchestrated requirements gathering with department heads and formalized them for directors or the CIO. I also drove testing activities for the CAD/CAM software and instituted a VM testing environment to simulate a production environment. Besides that, I furnished level II CAD/CAM software support to dental offices and labs across the U.S., utilizing communications via phone, GoToMeeting, Team Viewer, and WebEx. I also prepared documentation for the end-users of the proprietary ERP/MRP software and equipment. Moreover, I commanded training sessions for other support teams like the help desk, application, and centralized support to hone their existing competencies. I also completed a variety of tasks, including testing new CAD/CAM software products for internal users, as well as developing KB articles and user guides that significantly benefited the help desk team, technical support personnel, and production end-users.Environment: CAD/CAM Software (3Shape, CEREC, EdgeCAM), Manufacturing, ERP/MRP, Regression Testing, Deployment Validation, Agile/Scrum, AWS (CloudPoint Product - Glidewell Proprietary Software), SQL

Irvine

Administering proprietary software support, I competently assisted IT personnel, SQL DB administrators, and end-users. I also maximized my involvement in QA activities for software and internet/web-based (.NET) products, spanning functionality, integration, regression, UAT, and performance testing. Apart from that, I created documentation such as release notes, user guides, test cases/plans, etc. I also fostered collaborative relations with software engineers/developers to rigorously test fixes, yielding error-free software products. Furthermore, I rendered support to clients in terms of running SQL queries and traces while handling the knowledge base and posting known issues.Environment: Student Information System Software, QA Testing (UAT, Regression)