James Ledwith Email & Phone Number

Paramus, New Jersey, United States

Berkeley Heights, New Jersey, United States

Provided day-to-day DNA application call center support to 500+ banks and credit unions across Canada and North America. Worked in a dynamic, professional, client service-oriented environment helping to move commerce. Accurately documented inquiries in Inquiry Point for future reference.• Performed work in a dynamic, professional, and client service-oriented environment, helping to move financial transactions electronically and documented inquiries accurately in Inquiry Point for future reference.• Developed close working relationships with clients and Fiserv partners to improve business services while being courteous and polite in stressful situations.• Took initiative by taking client calls during periods of staff shortages to gather additional information or capture steps to recreate the issue for review to help move a problem towards resolution.• Researched, troubleshooted, and fixed client DNA issues in Testing and Production environments to maintain business operations.• Escalated inquiries to technical analysts, software development teams, and outside vendors for additional client support, following escalation procedures and ensuring issue resolution.

Berkeley Heights, Nj

Delivered friendly and reliable support to 600+ users onsite and remote users. Resolved technical hardware and software issues. Documented all service requests into SNOW ticketing system. Provided professional communication, both written and verbal.• Collaborated on long-term resolution process, significantly reducing inherited backlog of 200 unresolved tickets improving Client Services performance.• Focused on proactive maintenance approach to consistently maintain level of less than 20 reported tickets in the queue to reduce service outage durations.

Team player providing support to 300+ users on a variety of software and hardware issues. Identified, researched and fixed technical problems. Responded to tickets, calls, email and personal requests for support. Documented, tracked and monitored problems to ensure timely resolution.• Provided Desktop and Helpdesk support on-site and remote during COVID-19 pandemic decreasing wait time to meet service level agreements between 9:30am and 6pm.• Created “how-to” documents and developed instructions for Desktop Support issues and shared these with team. This reduced stress levels and improved support resolution requests.• Coordinated and executed application, hardware and operating system upgrades around users schedules that avoided service disruptions. Completed 100% of rollouts.• Collaborated with team on weekends and off-hours to configure and setup desktops, laptops and related equipment on schedule to help start Vornado’s first successful retail spin off in 2014, Urban Edge Properties.

Orangeburg, New York, United States

Solution-focused administrator delivering comprehensive client/server/application support, rollouts, and decommissioning for 500+ users at Chromalloy Gas Turbine Corporation’s largest division in Orangeburg, NY. Installed, configured, tested, monitored and troubleshot imaged desktops, laptops, servers, thin clients, printers and related hardware/software.• Exceeded expectations regularly as sole support for users at CNY. Resolved hundreds of helpdesk requests each year resulting in increased customer satisfaction. Implemented solutions that were cost efficient and responsive for all levels of users.• Determined troubleshooter, routinely fixed outdated, obsolete hardware and software applications. • Optimized mixing and matching hardware and software, saved thousands in cost savings and ensured equipment continued to serve critical business needs.• Dedicated achiever, ensuring deadlines were always met by coming in early, staying late and working on weekends. Accepted challenge of working effectively in a dirty, noisy and potentially dangerous production environment.

Kingston, New York, United States

Vital technical resource engaged by Bank of America’s largest Processing Center (2000+ users) to support, test and troubleshoot hardware/software enabling the electronic scanning of Personal Income Tax (PIT) returns for the State of NY and NYC.• Received numerous “Celebration Cards” and continual recognition from Operations Managers for quickly resolving production issues. Cards available upon request.• Due to outstanding performance, contract as Bank of America consultant was renewed 10 times.• Lauded for persistence and reliability in critical role supporting the rollout of hardware/software solutions for new PIT 2006 system.

Masters Of Business Administration

Associates Of Science, Computer Information Systems

Bachelor Of Science, Computer Information Systems