James Prewitt Email & Phone Number

• Lead implementation projects in accordance with the scope of work sold to the customer.
• Develop, track, and report against customer-specific project plans.
• Provide train-the-trainer customer education, as needed.
• Assists customers with the deployment of GHX functionality.
• Ensures the customers receive value and achieve high degrees of utilization from GHX products and services.
• Maintain and communicate project status, to include identifying risks and mitigation strategies.

Greater Atlanta Area

• Pulled Fuze and RingCentral reports to monitor login activity
• Pulled reports and enter KPI data for team scorecards each week
• Oversaw training, coordination, and monitoring of support work performed by FirstSource
• Created write up’s and PIP’s / Monitor progress accordingly
• Facilitated weekly team huddle meetings (rotate w/ Cust Support Manager)
• Approved PTO requests and maintain “Support Attendance Calendar” with PTO updates

Atlanta, Georgia

• Researched and validated reported system issues.
• Created work-arounds for system issues and educated the team of necessary steps.
• Troubleshot urgent badge station issues and acted as the subject matter expert for the support team.
• Created and tracked Problem cases and provided status updates to the team.
• Provided post release support and collaborated diligently with the product team prior to, during and immediately following system releases.
• Proactively identified problem trends based on reports from the support team as well as customer reports.

Greater Atlanta Area

Served as liaison between the vendor and various departments within GHX.Provided customers with product and service information.Completed call logs and reportsMaintained a quality score of at least 95%Maintained login availability of 93.5% on averageResolved on average 6.5 cases per hourRecognized, documented, and alerted the supervisor of trends in.

Greater Atlanta Area

-Assisted Sales team with assembling holistic view of client’s business with AT&T (Contracts, and network inventories across multiple platforms and product lines)-Participated in Shared Expectations sessions with customers, pre- and post-sale corporate organizations to communicate roles and responsibilities in the client/corporation relationship-Support.

Cleveland, MS

• Implemented, maintained, and staffed operational systems at the host university site
• Developed and maintained administrative office systems
• Worked with a direct manager and other operations team members to coordinate special projects for the institute community
• Demonstrated flexibility and comfort with interacting with groups of people
• Helped to coordinate the set-up and take-down of university-based resources and office systems
• Developed strong operating instincts

Auburn, AL

• Served as a leader and active participant throughout all activities
• Facilitated and lead small group discussions with 9-12 incoming freshmen per session, encouraged group interactions among participants, and informed them of Auburn history, tradition, and spirit
• Lead campus tours, performed in staff skits, and assisted students in the course registration process
• Lived on-site with the freshmen in the residence halls during the sessions and served as Resident Assistant