James Webster, Mba Email & Phone Number

Charlotte, Nc, Us

Richmond, Va, Us

Led requirement gathering sessions and created solution documentation for successful Salesforce project delivery. Engaged in weekly meetings with a team to conduct project org build-out.• Created custom objects, updates, enhancements, and configurations for a project org with over 64 solution requirements.• Utilized Salesforce tools such as email templates, web-to-lead forms, custom fields, and automation to solve business problems and maximize efficiency.• Trained end-users through documentation, workshops, and video training walk-through to ensure user adoption and understanding.

San Francisco, California, Us

● Using ServiceNow, I was responsible for our team's incident escalations, assigning, creating, updating, transferring and resolving ServiceNow Problem and Incident tasks resulting in at least 30 percent greater security patching escalation efficiencies. In addition, I created, updated, approved, and published our ServiceNow Knowledge articles for our regulatory compliance documentation. In addition, I escalated security incidents for the team to our field technician teams to assist in resolution of client health, SCCM, computer and security patching issues daily using ServiceNow and Remedy ticketing systems to quickly address high-priority patching issues.● Provided support and remediation of security patching issues and computers that were out of security compliance to include zero day, Qualys and emergency security patching, SCCM client issues to reduce vulnerabilities to the enterprise.● Created new documentation for our security patching processes and submitted it for review and approved process documents. Utilized SCCM reporting, Tanium and AVG reports for device compliance.● Scrum Master and Kanban Lead for our Agile team. Hosted daily stand-up meetings to increase team efficiency.● Created Jira WIM Service Desk team dashboard, Enterprise Jira, Confluence and Kanban board for workflow.

Provided security patching to local and remote host computers and Virtual Desktop Infrastructure using departmental standards and initiatives with minimum supervision and direction to over 300,000+ devices.• Provided support and remediation of security patching related incidents and requests to include zero day, Qualys and emergency security patching, SCCM client issues and reduce vulnerabilities to the enterprise. • Worked with internal users to apply security patching, working with remote users utilizing SCCM Configuration Manager 2012, MEMCM, PowerShell and PowerShell Scripts• Created problem and incident tickets and escalated security incidents for the team to our field technician teams to assist in resolution of client health and security patching issues daily using Remedy ticketing systems to quickly address high-priority patching issues.• Created new documentation for our security patching processes and submitted it for review and approved process documents. Utilized SCCM reporting, Tableau dashboard, Tanium and AVG reports for device compliance.

San Francisco, California, Us

Provided Desktop Support and troubleshooting on-site and remotely to client computers in the enterprise.• Used Remedy ticketing systems to receive and complete trouble tickets for client computers. • Installed, configured and re-imaged desktop and laptop computers on-site and remotely configured off-site devices.• Installed various software packages, increased team productivity and automated repetitive tasks by using batch files, PowerShell, and PowerShell scripting and VBScript.• Administered Apple and Blackberry devices using the GOOD MDM platform to set up, reset, wipe, and set new PIN on corporate network.• Added and removed computers from Microsoft Active Directory and configured permissions on a regular basis.• Lead Analyst on various complex integration, PC hardware and software refresh and site move projects.

San Francisco, California, Us

Provided desktop support for more than 600 desktop computers on-site in the retail, customer service, business services and sales relationship banking departments.• Re-imaged, configured and installed computers to the standards set by the department.• Configured various software, emulator sessions, performed moves adds and changes as the departments required including installation of network and local printers.• Implementation Process Coordinator for software pilots and testing before software was pushed via SMS to the computers. • Worked closely with engineering, Network Infrastructure Services and Network Performance and Tuning.• Built call center computers for upcoming PC refresh and new call centers. Maintained all training room computers with all hardware and software, video, and Cisco telephony in a timely manner to improve call center training efficiency.

San Francisco, California, Us

• Provided first line help desk support and troubleshooting of large International corporate computer systems and technical support from a call center banking environment.• Performed network administration to include password resets on Novell and Windows NT network and mainframe systems.• Reset passwords for RACF, mainframe, Novell, and NT Domains, while utilizing state of the art in house administration tools.• Received and Dispatched trouble tickets using BMC Remedy ticket system, followed up on tickets and tracked user calls and emails to resolution. • Reported on common problems, network issues and escalating network-wide issues to a Lead technician.

Master Of Business Administration (M.B.A.)

Bachelor Of Science (B.S.), Business-Information Technology Management

Associate In Science, Business Administration

Salesforce Administration