James Watson Email & Phone Number

Reno, Nevada, United States

Reno, Nevada, United States

• Senior Support for SaaS cloud-based e-spend management platform - procurement, invoicing, sourcing and expense
• As the Senior and Lead on the team I train and mentor my teammates in addressing and resolving challenging technical issues and the use of time management for handling the backlog
• Review tickets before they are submitted to Advanced team to ensure complete and accurate information
• Tools and applications used in troubleshooting include SQL (phpMyadmin), SSH and Kibana… Show more
• Tools and applications used in troubleshooting include SQL (phpMyadmin), SSH and Kibana (log browsing), Ruby on Rails, New Relic and Grafana (performance monitor), Atlassian Confluence & Jira, Salesforce, Control Next.

Reno, Nevada Area

• Research/troubleshoot SalesForce tickets to bring timely solutions to customer issues
• Work with other business units, including Development, Integrations, Operations, and Account Managers to ensure customer success
• Troubleshoot and report defects across production, test, and clone instances to fix bugs
• Create detailed external/internal Knowledge Base articles

Reno, Nevada Area

• Handle incoming calls according to established call processing procedures, answering questions regarding FTCS, PCS, NYLIS, Sales Force and client data issues.
• Record detailed description of calls using Sales Force and Service Now tracking system.
• Q/A testing of FTCS, FTIS, Sales Force and NYLIS.
• Provide feedback to CRM project team for assistance and offer suggestions on ways to improve CRM software.
• Research reported problem with the software and provide documentation to… Show more
• Research reported problem with the software and provide documentation to the testing team for further research.

Reno, Nevada Area

• Handle incoming calls according to established call processing procedures, answering questions regarding FTCS.
• Record detailed description of calls using the (EA) Tivoli system for call tracking.
• Research reported problem with the software and provide documentation to the testing team for further research.
• Document product support procedures for use by field agents, staff and analysts.
• Handle high priority calls in an effort to respond to “special case” agent needs.
• … Show more

Reno, Nevada Area

• Install and configure the Xerox Document Center on the customer’s network.
• Train IT staff on the network/desktop installation and administration of the document center.
• Train staff on all functions of the Xerox Document Center.

Carson City, Nevada

• Daily monitoring and preventative maintenance of the InfoImage System’s hardware and software.
• Daily system maintenance for reported problems.
• Created and maintained user accounts.
• Responded to and logged all telephone calls for assistance from customers regarding computer hardware, software, network, and other miscellaneous problems.
• Troubleshot and resolved any issues over the phone or route to the appropriate product specialist.
• Created and maintained Microsoft NT… Show more

Las Vegas, Nevada Area

• Troubleshot and repaired software, hardware, and network problems.
• Setup and install new hardware and software for new and current employees.
• Create and maintain network accounts for the General Services Department.
• Maintained inventory of all computer equipment purchased by the General Services Department.

Las Vegas, Nevada Area

• Novell and GroupWise Administration duties.
• Coordination of purchases, repairs, and replacement for all cellular phones and pagers.
• Training of all new Help Desk personnel and temporary fill in positions.
• Responded to and logged all telephone calls for assistance from customers regarding computer hardware, software, network, and other miscellaneous problems.
• Researched and documented Help Desk procedures.
• Notified systems development staff or vendor support staff when… Show more