James Karnes Email & Phone Number

Lexington, KY, US

Bellevue, Washington, United States

• Provide leadership, counseling and coaching of Tier I & Tier II support technicians.
• Analyze and monitor volume trends and other operating metrics to improve customer satisfaction.
• Establish and maintain daily staffing schedules to ensure optimum operating performance and SLA deadlines are met.
• Conduct regular performance management sessions with direct reports. Assess individual performance to results and behaviors – maintain individual performance documentation.
• Report service interruptions to management, IT or the service provider and follow up on them until resolution.
• Provide creative solutions to tech support issues and questions that end users may be experiencing with our product.

Bellevue, Washington, United States

• Support customers remotely with high-priority and difficult issues escalated by Tier I team.
• Assist Tier I technicians by answering questions about their own customer cases where knowledge is lacking.
• Create test environments to reproduce and validate customer issues and solutions.
• Document and communicate issues and new feature requests for the software with customers and other departments (development, sales, QA) to improve the stability of the software.
• Further increase programming and scripting knowledge (SQL, C#, VBScript, RegEx, XML, JSON, YAML) and experience working with Web applications (IIS, REST clients, web services).

Bellevue, WA

• Collaborate with a team and multiple departments to support customers in identifying, troubleshooting, and resolving technical issues experienced when using the BarTender software suite while providing excellent.
• Communicate with customers and colleagues clearly and effectively in-person, and via phone, e-mail, and online chat services.
• Efficiently record steps taken to troubleshoot technical issues through detailed notes and screen capture software.
• Utilize internal and online resources, knowledge garnered from co-workers, and use creative problem-solving to investigate and troubleshoot technical issues.
• Quickly learn how to utilize the BarTender software suite of applications and 3rd party applications (Insomnia, GoToMeeting, IIS, SSMS, VMWare) to assist in troubleshooting.
• Form a better understanding of programming languages used within the BarTender software suite (SQL, VBScript, XML) and databases.

Bellevue, WA

Kirkland, Washington

Bothell, WA

Ensure quality control and implement GIS data using in-house systems and software while delivering excellent customer service and solving reported problems in an efficient manner.Worked with a prototype team of 20 that helped to establish a new workflow that was being used by many different teams across several offices.

As a senior administrator, I kept servers up to date and ensured their functionality, updated, modified, and designed the website for members to ensure that it was graphically appealing and easy to navigate, and policed the online community’s game servers to ensure that all players follow the server’s assigned game and server rules.Ensuring the.