James Smith Email & Phone Number

Plano, TX, US

Plano, Texas, United States

• Develop Power BI reports from Jira as the primary data source for worklog reporting, and projects with related initiatives, epics, and issues.
• Reporting to Chief Transformation Officer, advise in development of measures and metrics related to alignment of projects to worklogs, billable/non-billable, and cost accounting.
• Write related PostgreSQL queries and views in the Jira db instance for analysis in Power BI.
• Publish reports to on-premise Power BI report server and manage refresh schedules.

Plano, Texas, United States

• Development of complex Power BI dashboards and reports by integrating multiple, sometimes disparate data sources, which provided more holistic views and insights.
• Development of dataflows within Power BI service which optimized dataset refreshes.
• Administration of on-premise gateway servers for refreshing data from internal sources.
• Developed and managed key reporting metrics and KPIs for support cases, call data, and customer experience surveys through DAX measures within Power BI reports and at the root data sources.
• Developed and implemented new data analysis metrics and methodologies in collaboration with business stakeholders that promoted business and customer success, process improvement, and performance measurement.
• Tracked and analyzed support data including backlog, resolution, response times, volume, process adherence, call metrics, quality, net promoter score(NPS), annual recurring revenue, total contract value.

Plano, TX

• Directed, coached, and developed a large team of local and remote technical account managers, each supporting multiple enterprise-scale customers.
• Guided quick resolution and efficiency for customer support escalations through mentorship, diplomacy, problem-solving techniques, and documentation processes.
• Allocated resources and assignments to ensure focused customer support and balanced workloads.
• Promoted team member career development by providing regular performance evaluations and customized growth plans composed of company, personal, and organizational goals.
• Elevated customer experience for potential and existing customers by leading the development and implementation of new support programs.
• Prepared and presented quarterly support operational business reviews to executive leadership.

Plano, TX

• Delivered top-caliber 24/7 network security and technical support to enterprise-scale customers.
• Provided configuration assistance and troubleshooting for virus, network security, policy enforcement, and software distribution product suites.
• Authored training materials and facilitated training for new account managers and frontline support specialists on mail and mail security products.

Various

Tank repair and Diesel Mechanic

Business Administration And Management, General

Certificate - School Of Engineering And Applied Science, Network And System Administration/Administrator