James Hasher Email & Phone Number

Raleigh, Nc, Us

Morrisville, North Carolina, United States

• Define, implement, and maintain incident management methodology and processes• End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring internal customer facing teams are updated timely and with sufficient quality, arranging discussions and updates as required• Translate engineering deliverables into executive communication and lead situations when they go off track• Run executive updates, post incident follow-up, internal and external communication professionally instilling confidence• Employ strong facilitation and leadership skills, ensuring responding team members execute required actions under pressure• During service outage events this role would be expected to perform the following: o Act as Incident escalation focal point, identifying and resolving conflict and bottleneckso Create action plans with named actions and deadlines, and be accountable for the delivery of that plano Ensure that all modes of communication are effectively used throughout the incident life cycleo Continuing to update the status page or post updates to other channels as the situation evolveso Take the technical information and articulate it in appropriate language for customer communications• Document post incident recovery steps in order to establish Root Cause, aid in process improvements, identify deviations and to enable creation of content for the Knowledge Base• Work with relevant stakeholders to ensure that formal RCA documents are published within agreed SLAs• Proactive analysis of trends in incident and problem reports to assist in eliminating recurring incidents

* Orchestrate 17 Engineers and Project Managers, aligning with 4 other divisions to upgrade Navicare NurseCall (NNC) for 850+ eligible customers, building a comprehensive communication strategy and focusing on best-in-class results.* Redeveloped the entire upgrade process to ensure continuity, accountability, and customer satisfaction despite significant challenges, aligning with senior leadership to coordinate service management with business strategy.* Owned the completion of 3 FDA Field Actions, including directly upgrading versions with Patient Safety software bugs within a high-stress workplace. Used lessons learned to create a handbook and share lessons learned.* Partnered with stakeholders to create escalation processes, reducing required upgrade rollbacks despite challenges.* Controlled the rollout of NNC 3.9.401 delivered ahead of schedule and above quality requirements.

Raleigh-Durham, North Carolina Area

Manage a team of five Implementation Engineers and Technical Project Managers. Collaborate closely with the Product Management Team to ensure Managed Services VNOC function as intended and support all applications and products before sales presentations to customers. Provide key insight to Executive management to enhance the direction of technology. Manage and oversee all POCs of new applications, hardware, and web-based applications which could see integration into Yorktel’s suite of service offerings.♣ Provide timely technical support across Yorktel’s product line, assisting 30+ potential and existing customers each day; provide the sales team with technical knowledge for service offerings, increasing sales by 8% through associate education.♣ Serve as Global Administrator and SME for Cloud service partners BlueJeans and Zoom, providing timely support to 150k end-users.♣ Collaborate with the engineering team to develop and monitor analytical solutions for existing and potential Yorktel applications; determine the strategic direction of Yorktel’s Monitoring Solutions, meeting business needs to increase sales 8%.♣ Develop reports, analytics, and real-time dashboards to provide short term and long-term value to the customer environment, increasing internal efficiency by as much as 25% while providing actionable strategic insights for customers.

Eatontown, Nj

Direct products and services customization for existing and new client deployment, specializing in Managed Services. Onboard and implement services for F1000 companies and more, including ABI (AB InBev), Disney, Nestle, JCI, Amgen, BCG, DTCC, Diageo, National Grid, Neuberger Berman, and SC Johnson. Support API, SNMP, SNMP Traps, and Syslogs from servers, AV equipment, video conference equipment, network equipment, and virtual environments. Oversee configuration, commissioning, and certification of various endpoints and infrastructure.♣ Received multiple promotions, collaborate directly with Customer IT Departments to ensure access is granted to Yorktel Onboarding team and all network security protocols are followed.♣ Selected as Subject Matter Expert for Yorktel’s Proactive Monitoring Solution powered by ScienceLogic EM7.♣ Improved methods to train all new service onboarding engineers on onboarding processes and new manage services employees, in addition to training all onboarded customers.♣ Chosen to demo Yorktel’s Proactive Monitoring solution to all potential Monitoring and Management customers.♣ Develop technical process specifications, flows, and documents covering video network test plans, system operational instructions, procedural diagrams, operational capabilities narratives, and more to ensure success. ♣ Align with sales, project management, solutions architect, engineering, Managed Services, and clients on recommendations and flawless implementations of customer video network.

Eatontown, Nj

Managed, configured, and monitored Microsoft- and Cisco-based infrastructure as well as VMWare, Oracle VM, file servers, Microsoft DFS, and iSCSI SANs in data centers. Managed Customer ACD Administration, VoIP user provisions, phone set RMA, and computer management and inventory systems.♣ Researched/deployed mission-critical product for migration from Blackberry to iOS/Google OS Phones globally.♣ Ensured superb deployment of Microsoft Lync/Office 365 to replace Cisco WebEx Connect.♣ Championed best practices in handling all customer-facing servers, ensuring outstanding support.♣ Sought to troubleshoot complex networks, systems, and applications; oversaw network and servers to proactively identify problems, computer security, Anti-Virus updates, and more.

♣ Oversaw a team of 6 and led essential projects for internal users, including deployment of Windows 7, wireless carrier switch from Sprint to Verizon, and rollout of a new Ticketing System (Dell Kace 1000).♣ Delivered the best possible support with updates across Exchange, Symantec Endpoint Protection Manager, Sophos Data Encryption Server, Good for Enterprise, and Dell KACE 1000.♣ Enabled upgrade of the PBX phone system to a Cisco VOIP system, including complete monitoring and purchasing of hardware and software for inventory.♣ Guaranteed operational alignment by developing the policies/procedures for daily IT Department activities.♣ Helmed deployment of well-received, Mac-based OS devices into an intricate corporate environment.

♣ Sought to evaluate and recommend to Needs Assessment for PARIS Grant Projects, as well as providing technical support for all software and networking, and hardware issues.♣ Guided outstanding implementation of Technesis Print Monitoring which achieved $500K in revenues.♣ Collaborated with Build Technician install new computer stations and drive overall workflow.♣ Implemented software solutions to facilitate registration of inventory and inventory maintenance of all computers.♣ Maintained streamlined inventory levels for computer-related repair, saving $60K over regular purchase prices.