James Stallman Email & Phone Number

Greenville, Texas, United States

Addison, Texas, United States

Developed and oversaw support desk operational strategies and procedures ensuring efficient resolution of incidents and client satisfaction.Our desk’s development drove a 20% improvement in the net promoter score, exceeding company expectations.On-site Support representative during Law Enforcement Conventions and agency Go-LiveLeveraged Microsoft Azure AI and AI Data Explorer to engineer an internal knowledge base bot tailored for support functions, enhancing information retrieval. Additionally, incorporated AI technologies to innovate and construct troubleshooting utilities tailored for support desk operations.Addressed concerns and issues in real time with agencies and command staffAdvanced technical and process knowledge to support department and agenciesDeveloped, revised, and executed major incident processes and proceduresImplemented appropriate chain of custody of major incidents throughout their lifecycleCollaborated with upper management and DevOps to advance client and support desk needs, establish processes, prioritize product backlogs, and drive continuous improvement.CJIS Certification, NIBRS and CRIS knowledge

Dallas/Fort Worth Area

Spearheaded the resolution of critical, company-wide incidents, ensuring minimal business disruption.Led diverse teams of technicians, clients, and SDMs through incident lifecycles, maintaining clear communication and progress tracking. Proactively identified and engaged appropriate technical resources to expedite resolutions.Provided timely and detailed reports to clients and senior management, ensuring informed decision-making.

Dallas, Tx 75252

Coordinated communication during high-priority outages through bridge conferences, emails, and detailed reports.Managed technician assignments and kept senior management and end users informed of progress.Optimized resolution efficiency by documenting actions, logging responsibilities, and providing consistent updates.

Richardson, Tx 75082

Delivered exceptional 1st and 2nd level support for high-volume accounts and diverse Fujitsu divisions.Consistently recognized for outstanding customer service, receiving multiple commendations and certificates.Trained new hires both on the desk and in formal classroom settings, fostering a culture of learning.Increased productivity by implementing new ticketing system processes and driving faster incident resolution.Spearheaded the conversion of training manuals to web-based knowledge articles, improving accessibility and usability.Developed account SLA charts for team meetings, ensuring accountability and performance tracking.

Plano, Tx, 75074

Perot Systems acquired by Dell. Responsibilities remained consistent.Identified and consolidated overlapping positions: Combine Perot Systems and Dell sections if responsibilities were similar.

Plano, Texas

Service Desk agent providing advanced technical support to clients via phone and email. Exceeded customer satisfaction and SLA statisticsAs a senior agent, I mentored a multitude of new hires as well as improved the SOP manual. I acquired HIPAA certification and ITIL training via healthcare accounts.As Backup Team lead, I managed and influenced many changes in Quality Assurance, technical protocol, and agent communication. As Team lead, I handled daily operations, managerial meetings, kept account SLAs steady, implemented and executed procedures, and evaluated and enforced disciplinary action of agents.