James Ball Email & Phone Number

Florence, Kentucky, United States

Serve as the lead point of contact for all service provider questions and concerns.

Cincinnati, Ohio, United States

Florence, KY

Cincinnati, Ohio

• Overall accountability for project execution for assigned projects within Cincinnati Bell Any Distance Network Services.
• Drive deliverables to meet project deadlines / milestones.
• Track and update project plans and documentation.
• Identify and report issues with the project. Mitigate identified issues.
• Engage resources (management, service, business segment leads, etc.) for project assignments.
• Single point of for all project IT /providers.

Cincinnati Area, KY

- Primary escalation contact for customer reported trouble- Designing and configuring networking equipment (Routers/Switches)- Works with carriers, vendors, and other parties to isolate and resolve customer or network impairments- Work as part of the Evolve Technical Support team, monitoring, and testing LAN, WAN, Internet & VoIP services- Working with.

• Performs hardware, software and network monitoring of all Stores related POS Systems.
• Responsible for implementing and maintaining systems and configurations of Store related Back-Office Systems.
• Resolved Technical Problems for customers and other employees.
• Analyzes information to determine, recommend, and plan layout for type of computers and peripheral equipment modifications to existing systems.

Cincinnati, Ohio Area

• Served as Business Lead on over 20 NICE Implementations. Worked outside normal hours when appropriate, and served as the single point of contact between Convergys and NICE on those implementations.
• Analyze and interpret business requirements to technical specifications from a business stance to determine how the user will utilize the system.
• Produce and maintain NICE documentation related to the Convergys NICE environment.
• Enhanced end users’ understanding of Citrix systems by conducting pre-implementation workshops, delivering group and individual training sessions and creating user-friendly training materials.

• Managed 10+ Pest Control Technicians in a Commercial and Residential Branch.
• Trained Technicians on latest trends and Chemical applications.
• Maintained company standards for daily technician productivity.
• Increased technician productivity by 15%

• Develop standards and documentation for 1st/2nd level support.
• Provide application testing to evaluate and certify Call Center applications in various customer operating environments. (Windows NT, Windows XP)
• Identified and implemented solution for interfacing Aspect applications on P&G's workstation operating system which is XP SP2
• Maintain database of Call Detail records and run on-demand reports for auditing, billing, capacity, and Call Allocation purposes

Bachelor Of Arts (B.A.), Organizational Leadership, 3.25

Associate'S Degree, Computer Science