James Silvers Email & Phone Number

Kansas City, Missouri Area

Provide technical support for US depository institutions connecting via electronic access to the Federal Reserve Bank systems. Troubleshoot hardware and software connectivity issues for electronic access users via Cisco routers, Fortinet Fortigate firewalls, IBM's MQ and Connect Direct software, and the Axway Secure Client. Including escalated support for critical issues that provide the least down time for daily business needs. Create trouble tickets to track customer issues and follow through on resolutions, if not resolved in the initial contact. Emulate customer setups in a physical/virtual lab environment to determine a root cause and provide a resolution for varying issues.

Overland Park, Kansas

Remote troubleshooting of firewall and network issues via the phone, live chat, or email. Create trouble tickets to track customer issues and follow through on resolutions, if not resolved in the initial contact. Emulate customer setups in a virtual environment to determine a root cause and provide a resolution for varying issues. Remotely access customer firewalls to troubleshoot and implement a resolution, when an agreement is in place for remote support.

Remotely troubleshooting Internet, Cable, and Telephone issues via the phone, live chat or through emails. Submitting trouble tickets for any issues that can't be resolved remotely and following through with customers about the resolution once the issue has been resolved.

Third party remote troubleshooting of Internet and Cable services for multiple ISPs across the U.S.