James A. Wallace
Walden,NY
Summary
Experienced highly motivated and assertive Individual with a diverse background in the customer support, technical support, business and management arena, with a solid background in business and the computer industry. Major strengths are a passion for exceptional customer service, team building, coaching, mentoring, customer insight, and breakthrough thinking. Equally Enthusiastic in providing solutions, uncovering opportunities, in building effective interpersonal relations with individuals of all backgrounds equally adept in teaching and instructing.
Overview
26
26
years of professional experience
Work History
Pastor/CEO
Living Cornerstone Ministries inc. COGIC
01.2014 - Current
- Overseeing the church’s day-to-day operations, including budgets, policies and programs
- Handling recruitment, training, employee supervision and other HR-related tasks
- Collaborating with other church leaders on strategic planning
- Working with the Senior Pastor to develop sermons and provide spiritual guidance for the congregation
- Developing and overseeing certain ministries and programs
- Planning and leading staff meetings
- Working with community groups to build local partnerships
- Serving as a representative of the church within the community
Level III Technical Support Specialist
Time Warner Cable
01.2007 - 01.2019
- Responsible for providing tier 3 technical support to time Warner Cable customers
- Provide professional customer-friendly customer support activating new accounts, Upgrades, downgrades, transfer and reconnects service. Answers and address billing questions and process payments as needed.
- Provide customer-friendly and proficient technical support to high-speed data, digital phone, and cable TV customers using phone, email, chat, instant messaging, and other means of communication.
- Initiate troubleshooting of TWC equipment and client configurations while coaching customers through diagnostic process.
- Verified O/S Network Configuration for Windows and Macintosh based machines and assisted clients in hardware and software installation if possible.
- Document and escalate issues utilizing problem-tracking software. Work with other departments, ISP’s, or business partners as required to resolve client issues as quickly and efficiently as possible.
- Support high-speed data issues, diagnosing and troubleshooting network and router related issues, as well as standard technical issues.
- Provide support to installers and field technicians when appropriate and as needed.
- Monitor the hybrid fiber coax network using various network diagnostic tools for system outages.
- Provided technical support to end users on a variety of issues including MS Office, Lotus suites, TCPIP, Proprietary software and User account administration in windows, AS400 and Oracle using SQL
- Respond to telephone calls, email and personnel requests for technical support.
- Initiated trouble network configuration and coaching, clients through, diagnosing and troubleshooting network and router related issues, as well as standard technical issues.
- Work with other departments, ISP’s, or business partners as required to resolve client issues as quickly and efficiently as possible. Document and escalate issues utilizing problem-tracking software.
- Retired
Technical Support Specialist
CCI / IBM Fishkill
01.2006 - 01.2007
- Provide Corporate and remote technical support for IBM Client
- Responsible for Providing Corporate and remote technical support for IBM Client
Account Manager Assistant
CTG
01.2005 - 01.2006
- Support IBM Storage and Technology Division, Tucson by supervising 65 Engineers and Technicians
- Managed vendor web tool and interfaced with IT requesting manager, sub-contractor relations, and recruiting for any assistance required
- Successfully managed and executed the transition of 135 OAOT contract employees to CTG
- Managed and conducted performance reviews of contract technical staff
- Assisted Client IT technical manager in understanding relationship of contract personnel’s IT skills with their skill level requirement.
- Participated in customer contract communication and review meetings
Account Manager
OAOT Solutions
01.2004 - 01.2005
- Developed productive relationship with client’s Technical Management Team.
- Developed comprehensive understanding of client’s resource requirements.
- Managed and developed technicians and engineers to ensure high level of performance
- Interacted with client and contract resources to ensure support objectives aligned with the client’s expectations.
- Performed recruiting function for contract employees—Managed, coached, mentored, motivated
Manager, Raleigh Service Support
Peopleclick
01.2002 - 01.2003
- Managed overall Operations and Personnel issues for level 1 and 2 Service Support Teams
- Responsible for providing and driving overall metrics for the service support organization
- Managed the Knowledge base within the Pivotal CRM application (problem management and tracking)
- Coordinated VMS (Vendor Management System) Application support transition to Raleigh
- Responsible for all Service support client communications
Windows 2000 Migration Specialist
GE Capital Mortgage Co. / Spherion Corporation
01.2001 - 01.2002
- Migrated Sales Force laptops from Windows 95 and NT to Windows 2000 for 200+ remote branch workstations and 98% of local workstations.
- Successfully performed hardware component upgrades and software testing for compatibility of non-standard software
- Provided transitional end user support on migrated workstations
Help Desk Services Manager
Syntel Inc. / Apex Systems
01.2000 - 01.2001
- Responsible for providing 24/7 telecom, network and Help Desk support for multiple clients.
- Participated in presentation to major client resulting in $2.5M project contract for one year
- Ensured support objectives aligned with and/or exceeded Customer expectations
- Increased efficiency of Help Desk by approximately 30% by implementing Help Desk processes and procedures increasing Customer Satisfaction and meeting and exceeding Service Level Agreements
- Hired, coached, mentored and developed the Help Desk analysts, reducing turnover by approximately 90% in less than one year
Education
BS - Computer Information Systems
North Carolina Wesleyan College
Rocky Mount, NCMS - Information Systems
Strayer University
Washington, DC01.2006
MBA - Management
Strayer University
Washington, DC01.2004
BS - Business Administration
North Carolina Wesleyan College
Rocky Mount, NC01.2002
Skills
Operating Systems: Windows, 2000, XP, vista, Win 7, OSX
Timeline
Pastor/CEO
Living Cornerstone Ministries inc. COGIC
01.2014 - Current
Level III Technical Support Specialist
Time Warner Cable
01.2007 - 01.2019
Technical Support Specialist
CCI / IBM Fishkill
01.2006 - 01.2007
Account Manager Assistant
CTG
01.2005 - 01.2006
Account Manager
OAOT Solutions
01.2004 - 01.2005
Manager, Raleigh Service Support
Peopleclick
01.2002 - 01.2003
Windows 2000 Migration Specialist
GE Capital Mortgage Co. / Spherion Corporation
01.2001 - 01.2002
Help Desk Services Manager
Syntel Inc. / Apex Systems
01.2000 - 01.2001
MS - Information Systems
Strayer University
MBA - Management
Strayer University
BS - Business Administration
North Carolina Wesleyan College
BS - Computer Information Systems
North Carolina Wesleyan College