James D. Mcelwain Email & Phone Number

Clearwater, FL, US

Remote

• Trained and managed the activities of the Core Support Technician staff.
• Ensured departmental processes are followed and company policies are properly enforced.
• Provided genuine recommendations as to the hiring, firing, promoting, or disciplining of subordinate employees.
• Worked directly with the Core Support staff and customers to help resolve technical support problems.
• Ensured processes are being followed in order to reduce ticket backlog, maintain customer satisfaction, improve first reply times, and address individual ticket queue handling.
• Provided technical leadership and training for support reps.

Clearwater, Florida, United States

• Second in line to resolve escalated help-desk tickets that are more complex and require more time to resolve.
• Write and track bug reports using Jira.
• Document problems accurately and succinctly in the appropriate support tools provided.
• Discuss best practices on how to use the KMSAT console with customers.
• Provide training to other team members on the KMSAT console.

Clearwater, Florida, United States

• Consult and support the clients of the world’s largest security awareness training and simulated phishing platform that helps manage the ongoing problem of social engineering.
• First in line to resolve help-desk tickets.
• Work with CSMs and Sales Reps to provide customer support for software issues and technical issue resolution.
• Consult with customers regarding the implementation and configuration of KnowBe4’s products to suit the customer’s needs.
• Communicate directly with customers to gather necessary details to fully define issues or new requirements.
• Work collaboratively with the CSM team to quickly resolve customer issues.

Code and modify websites, from layout to function according to a client's specifications. Strive to create visually appealing sites that feature user-friendly design and clear navigation. Host and configure multiple sites with 100% client satisfaction.

State College, PA

• Consulted and supported school districts across the country for this $750M global technology organization serving higher education and K-12 markets. Collaborated with internal teams and external clients to maximize.
• Team lead for HTML, JavaScript, and CSS.
• Led the support team in cases and case assists from 2018 through 2020.
• 100% customer satisfaction rating in 2018.
• Communicated via phone and email clearly and effectively to both internal and external users of the product.
• Wrote support solutions to be used in email templates for common issues to ensure a quick and efficient resolution.

State College, PA

State College, Pennsylvania, United States

Collaborate with clients to meet their multimedia needs. This includes film, photography, photo editing, video editing, and end-user products for re-sale and distribution such as social media, physical media, print media, online media, etc.

State College, PA

Assisted clients with emotional and physical disabilities to live independently. Worked with clients to overcome or manage the personal, social, and professional effects of disabilities on employment or independent living.

State College, PA

Picked up passengers and transported them to their desired destinations while incorporating safe driving, communication, time management, and superb customer service.

State College, PA

Built and maintained medical inventory, provided in-house IT support, and assisted with setting up the in-house server and wiring 40,000 sq. ft. of warehouse and 12,000 sq. ft. of office space.

Clearwater, FL

• Provided management and quality assurance in a call center environment that employed over 75 employees.
• Monitored phone calls remotely to ensure quality.
• Wrote new scripts for employees to follow.
• Made suggestions for simplifying workflow.
• Disciplined multi-time offenders.

Clearwater, FL

• Set up additional phone lines as they were needed.
• Responded to help desk queries.
• Loaded leads into a database for the auto-dialer system.
• Maintained virtual machines VIA Linux.

Clearwater, FL

• Managed up to 10 employees.
• Wrote scripts for employees to follow.
• Listened to phone calls remotely.
• Completed EOD reports using Excel.

Clearwater, FL

• Verified client information and confirm eligibility for student loan consolidation.
• Created Excel spreadsheets that help streamline the workflow of the department.

Clearwater, FL

• Qualified potential clients.
• Forwarded calls to the verification department.