James Inger Email & Phone Number

New Zealand

Dunedin, New Zealand

Receiving service requests through phone / email or in person.Resolving requests in a timely mannerAnswering any and all IT related questions and resolve - if not known - research.Improve existing practices and procedures to ensure quality and accuracy, also to improve efficiency in all aspects of the job.In house systems management and maintenance.

Otago, Dunedin

Las Vegas, Nevada Area

After 3 months on the Level 1 Helpdesk, I was escalated up to the Intermediate Technical Support Group (2nd Level Support).As the lead in this department, I was the resource for all technical information or liason with HR. In this group I have learned a lot about the specialist software that I support (Worldship). In conjunction with this I brought my in depth knowledge of Windows to aid in the troubleshooting of Worldship and Windows I have used my previous knowledge to improve current practices and devise ways of making procedures more cost effective and streamline. Into this department I brought with me a drive to succeed with emphasis on efficency. Research ways on how to fix problems and how to avoid them in the future. Log all calls in our in-house Ticketing System, with the result and how I got there. I have extended my experience in the following with the ITS Department• GoToAssist and LogMeIn Rescue - Remote Desktop Support• Technicalities of SQL Express and MSDE• Group Policy Administration - Domain level and Local Policies• All Windows Errors relating to the correct functioning of MS Windows• Excellent Windows Troubleshooting• Abilty to Multi-Task as required to log into on average 5 machines at once.• AS400 Interaction• Networking Troubleshooting LAN, WAN and MAN Networks• This encompasses all networking aspects of Windows, DNS and Domain level Troubleshooting To this department I have brought my excellent phone skills, first rate customer relations, sales demeanor when needed, a drive to never be complacent and a need to also improve on what can speed up and make on the phone based troubleshooting more efficient.

Auckland, New Zealand

Provided customer assistance with routine inquiries and problems such as software, hardware and network operations. I was responsible for diagnosing problems with users through discussions over the phone and via the network. Maintaining email inboxes, receiving computer faults, problems and phone installation. Problems were dealt by research, isolation and a step by step resolution for the end user. I had a FCR (First Call Resolution) of around and above 80 %, while more complex or time consuming tasks were forwarded on through to Second Level as per Job description. Training and Mentoring new agents became increasingly frequent, as I moved forward with knowledge in the account specific functionality. This also became helpful when I was made the S.M.E. (subject matter expert) of the account.Attending intercontinental video and phone conferences were required to advance and keep the account on the forefront of all issues. Also to help upper management understand the workings of co-workers and any problems arising.Change Management in relation to record updates in AD, also with CT Network Asset Control. I have been creating break/fix tickets using helpdesk tools, escalating issues for resolution, documentation and follow-up. Provide level one and two support for remote and home connectivity issues such as, remote and VPN, also troubleshooting of LAN/WAN/MAN networks. Aiding internal document technical writers on updating the internal knowledge base, so that agents would have up to date resources to work from. • One main point was that of creation of a software tool that aided management in gaining control of a million dollar account. This tool was designed to help monitor and produce statistics of each agent, therefore gaining insight on call volume, and also having the ability to produce excel reports for upper management to pass onto account executives.