James Rohl Email & Phone Number

Portland, Oregon Metropolitan Area

• Manage a team that sets the direction and coordinates incident activities across multiple teams across multiple geographies with the goal of moving incidents to resolution as fast as possible, with as much clarity as possible, while learning as much as possible. • Set direction and effort to minimize chaotic effort and confusing communication.• Create effective process that drives Mean Time to Resolution down and customer satisfaction up. • Coordinate with multiple other internal teams.• Collaborate with SRE and Customer Support teams.• Develop frameworks and a training program that build a global team of Incident Commanders capable of managing our enterprise high priority incidents. • Build relationships that assist in acceptance of change • Lead a group of process creators and watchdogs.• Manage team backlog and tasks to push forward tasks.

Portland, Oregon Metropolitan Area

•Understand the impact of of an incident at a platform and customer level.•Communicate at the internal executive level around the status and impact of an incident and track high level details for easier consumption. •Develop and track metrics around the SAAS Golden Signals and provide quarterly updates to executives and prep presentations for Customer consumption.•Support the internal tooling team through the administration of tools using github •Onboard new product lines into the Smarsh Way process

Portland, Oregon Area

• Coordinate incident activities across multiple teams across multiple geographies with the goal of moving incidents to resolution as fast as possible, with as much clarity as possible, while learning as much as possible. • Create effective process that drives Mean Time to Resolution down and customer satisfaction up. • Avoid chaotic effort and confusing communication.• Collaborate with SRE and Customer Support teams.• Develop frameworks and a training program that build a global team of Incident Commanders capable of managing our enterprise high priority incidents. • Build a team of incident commanders that are able to improve our quality of service as we grow.

Support the technical implementation and management of Healthcare gap closure programsLead a Lab Control process to assure results are matched with correct dataProvide accessible technical information for programs to ensure understanding

Santa Barbara, California Area

Ensure program data is valid and up to date.Troubleshooting technical issues from new program implementationsCoaching and Training new support engineers

Phoenix, Arizona Area

Testing Open Source Learning Management software CLE Smoke testing Customer test instances before upgrades Documenting test cases and creating test plansCreating Automated testLiaison between Customer and Developers

QA Testing for Open Source Learning Management Software

Dad to 2 boys, dominating the Co-Op pre-school scene.

Supporting the Sage Timberline Office software suite

Managed a team of 6-10 Technical support reps for a Publishing company.

Handled phone, email, and chat support for a number of software and web based customer end solutions. Trained clients on use of software and created trading partner kits in XML.

Worked with clients in planning, setting up, and working their audio visual needs at Fess Parker's Doubletree Resort and The Santa Barbara Biltmore. Responsibilities included meeting with clients before their meeting to help them plan for their needs, insuring that we had the necessary equipment to meet those needs, and setting up the equipment. I would handle 5-10 different setups per day with a team of 3 other associates.

History

History