James Rosseel Jr Email & Phone Number

United States

• Oversee and assist support engineers with daily tickets, questions, and issues.
• Manage tickets and customers including email and phone communication.
• Implement and develop new integrations for new and existing customers.
• Update existing integrations for customers to increase longevity of integration and contract
• Create new documentation and maintain existing documentation for internal knowledge base.
• Knowledge transfer of newly developed products and integrations to support members to be managed by the team.

Manchester, New Hampshire

• Work with Sales to manage and correct Opportunities for accuracy.
• Assist all users with concerns, issues, and questions regarding Scribe Online.
• Manage Support cases and questions directed from Support members.
• Create innovative ways to manage and manipulate Scribe Online through Salesforce.

Manchester, New Hampshire

• Assist on how to use Scribe Online, answer various questions and address concerns of product for trial and existing users.
• Provide demonstrations and examples of Scribe Online.
• Resolve Support cases where user is having difficulty in completing task.
• Work directly with Development and Support to resolve critical cases where abnormal situations would/are impacting numerous users.

Manchester, New Hampshire

• My role within the Southern New Hampshire University Technology Help Desk is to provide support for our students, faculty, and staff for hardware software, and account issue.
• Responsible for resolving and managing ticketing system for customers.
• Real-time monitoring of cases, escalations and resolutions to meet standards of our customer SLA.
• Collaborated in creating informative documents for in-house Knowledge Base.
• Supporting basic login issues up to hardware and system updates and installations for customers requesting assistance.

Waltham Massachusetts

• Managed ticketing system and scheduling for engineers.
• Engaged with customer on calls and WebEx to resolve major and minor issues.
• Create and managed users in Cisco Call Manager, Active Directory and Microsoft Exchange 365.
• Internal IT and support for employees including imaging computers and domain access for employees.
• Created Standard Operating Procedures for internal documentation and reference.

• Assisted in network maintenance and creating new network for a building.
• Assist students with computer and network issues.

Nashua New Hampshie

Worked on 6.7 product line for release and EMC SourceOne Email Supervisor for 7.0,resolved Escalations for SourceOne products including 6.6 through 6.8 product lines and Supervisor, wrote test cases and installation guide for EMC SourceOne Email Supervisor, logged Defects on bugs and Validated Hotfixes as well as bugs