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 • 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 (log browsing), Ruby on Rails, New Relic and Grafana (performance monitor), Atlassian Confluence & Jira, Salesforce, Control Next, and Zoom Show less

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 • 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 the testing team for further research.• Document product support procedures for use by field agents, staff, and analysts.• Point of contact for high priority calls in an effort to respond to “special case” agent needs.• Point of contact for all CRM and data issue questions.• Prepare and report daily, weekly and monthly call volume stats to upper management team.• Train new team members.• Develop and maintain a working knowledge of Sales Force. Show less

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 • 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.• Contribute documentation to the script book and review all documentation by other analysts for final review. Show less

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 • 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 network accounts and mainframe accounts Show less

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 • 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 equipment maintenance or repair is required.• Provided assistance to operations, documentation staff, and technical staff on a project or relief basis.• Coordinated activities with Documentation/Training Specialists to ensure that appropriate training is provided to customers to minimize trouble calls. Show less