James Y. Email & Phone Number

Sunnyvale, California, United States

Sunnyvale

- Managing Support Engineer Team from Administrative and Technical perspective- Management of Support Team's Ticket Queue to ensure short response time as well as working with customers directly to resolve their issues.- Mange Current Product queue by managing customer expectations with product enhancements and bug requests- Handling Critical Technical Issues with High Profile Clients- Delegate tasks among Support Engineering Team in order to play with each individual strengths and eliminate weaknesses in the team.- Created Support Process in order to transition from an old response type system to a proactive type system- Provide Scenario based Customer Environments for Issue replication and debugging- Create automated scripts to assist in detecting configuration and bugs in the device- Create automated scripts to debug customer issues- Consistently kept ticket/problem resolution time low (x < 100 hours) while editing/creating/and re-constructing customer-facing documentation and content.- Consistently providing high customer satisfaction ratings (X > 9.0 out of 10.0)

Palo Alto, California

- Created Product for LiveNX in order to quality for Gartner NPMD Magic Quadrant (LiveSensor)- Built the documentation for the design behind the LiveSensor- Provided engineering assistance in order to further develop the LiveSensor- Built forum infrastructure to deflect support tickets (community.liveaction.com)- Assisted with 2 man Team to build internal Network Infrastructure- Assisted with 2 man Team to build internal Demo and Corporate Demo Systems- Separated and Focused User Guide / Installation Guide in order to promote installation workflow changes- Authoring Whitepapers, Technical Documentation for LiveNX

Santa Clara, California

- Tested Bugs and New Features under sprints and different stories efficiently in order to speed up software development and release process- Collaborated with Development in order to ensure that product bugs and product features were properly tested- Wrote automation scripts in order to emulate live running environments in order to stress test product during QA phase of software development.- Migrated Bugzilla to Jira for improved bug resolution workflow

Santa Clara

- Managing Support Engineer Team from Administrative and Technical perspective- Management of Support Team's Ticket Queue to ensure short response time as well as working with customers directly to resolve their issues.- Replicate customer's issues in-house in order to find quick and simple resolutions.- Create automated scripts to assist in detecting configuration and bugs in the device- Create automated scripts to debug customer issues- Transitioned old smaller Knowledge Base to a Structured and more focused Knowledge Base- Organized Documentation so they are more focused for the task (ie. one user's guide to a Configuration, Administration, Installation, and Troubleshooting Guide)- Created a Documentation and Knowledge Base Repository in order to deflect tickets from customers- Created a Documentation Draft Location in order to review and publish documentation- Utilized Zendesk Forums in order to take advantage of customer community and deflect case creation even further- Created Pager system as well as performing main administration for Zendesk- Knowledge Base expansion to include internal Knowledge Base articles to assist in shortening ticket resolution times- Assisting in implementing a Beta program for larger customers for feature testing and stress testing.- Consistently kept ticket/problem resolution time low while editing/creating/and re-constructing customer-facing documentation and content.- Consistently providing high customer satisfaction ratings

Santa Clara, Ca

- Replicate customer's issues in-house in order to find quick and simple resolutions.- Create automated scripts to assist in detecting configuration and bugs in the device- Create automated scripts to debug customer issues- Transitioned old smaller Knowledge Base to a Structured and more focused Knowledge Base- Organized Documentation so they are more focused for the task (ie. one user's guide to a Configuration, Administration, Installation, and Troubleshooting Guide)- Created a Documentation and Knowledge Base Repository in order to deflect tickets from customers- Created a Documentation Draft Location in order to review and publish documentation- Utilized Zendesk Forums in order to take advantage of customer community and deflect case creation even further- Created Pager system as well as performing main administration for Zendesk- Knowledge Base expansion to include internal Knowledge Base articles to assist in shortening ticket resolution times- Assisting in implementing a Beta program for larger customers for feature testing and stress testing.- Consistently kept ticket/problem resolution time low while editing/creating/and re-constructing customer-facing documentation and content.- Consistently providing high customer satisfaction ratings

Cupertino, California

Support ArcSight Products for Enterprise High Profile Companies.Eg. Lockheed Martin, FBI, Wells Fargo, American Eagle, Microsoft, etc.Assisted and Trained New Employees in order to shortening down time for new incoming employees.Reproduced customer's issues in house in order to find a quick resolution.Attributed to growing knowledge base as well as assisted in monitoring public forums to help deflect ticket volume.Integration of ArcSight Connector Architecture/Framework against 300+ products and environments.

Campbell, California

Praised for diligence and constantly providing highest customer satisfaction.Promoted from Tier I Support Engineer to Tier II within 7 months of employment.Handle services that are important to large clientele.Manages 5 Tier I Support Engineers Delegating Cases, and taking escalations.Trained new employees and take on multiple products.Along with me, each employee trained under me was praised for their diligence and their high level of customer service skills.

Santa Clara, California

Praised for diligence and account management during employee review process.Promoted from Technical Support Staff to within 7 months of; Handle services that were important to large clientele.Part of a team of 2 handling largest clientele account.Entrusted to train over 7 new staff members during my position of Technical Support Staff.Each employee trained under me was praised for their diligence and their high level of customer service skills.

San Francsico, California

Self-trained on 8 different TV Network Systems in under 2 months for different retailers.Point person in many mini projects involving compliance of equipment in multiple retail chains.Handled the service requests and multiple issues of over 280 Wal-Mart stores during the Checkout TV rollout in an emergency.Handled remote auditing of over 50 Wal-Mart stores during a compliance project.Praise for diligence in problem solving issues that were in need of quick resolutions.

Baldwin Park, California

Troubleshoot, repaired, and applied network solutions into local businesses that had or is wanting to create a networkHandled multiple 'trouble tickets' while taking orders from various customersPromoted 3 times within the 1st year. From Field Technician to Network Admin I.Helped create customer service protocols, resulted in increasing customer satisfactory, created over $3,000/month worth of profits along with a priority order.