James Denham
Maryville,TN
Summary
Accomplished IT Technical Specialist at Charter Communications, adept in Computer Systems, Networks, and enhancing client relationships. Spearheaded initiatives reducing downtime and improving IT processes and performance. Recognized for exceptional technical support and project management, consistently exceeding customer service expectations. Offering over 17 years of Telecommunications and IT experience.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Sr. ITSS Technical Specialist
Charter Communications
05.2012 - Current
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
- Monitored network capacity and performance to proactively diagnose and resolve network problems.
- Reduced downtime for clients by providing efficient technical support and timely issue resolution.
- Implemented monitoring of network devices, which allowed for rapid diagnosis troubleshooting.
- Troubleshot systems comprised of security alarms and Internet connectivity.
- Actively identified team needs, expanded knowledge base to create tools, software, and scripting to meet the need, then shared these tools and knowledge with my team to increase productivity and reduce stresses from common issues.
- Daily troubleshooting and diagnostics on company computers, printers, servers, and network devices.
- Setup and maintained SQL servers to fill the need for granular reporting not previously provided that has drastically reduced information gathering time.
- Maintained comprehensive technical documentation, facilitating knowledge sharing among team members.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
- Authored best practices documentation for use in new personnel onboarding processes.
Sr. Broadband Technician
Charter Communications
01.2007 - 05.2012
- Installed and maintained residential and commercial telecom equipment.
- Troubleshot cable systems, including both fiber and coax.
- Reported highest number of positive reviews reported by customers for customer service, sales, and technical knowledge on the team.
- Expanded knowledge of cable systems quickly, and took on additional job related responsibilities to further self promotion and knowledge base.
Education
Associate of Science - Dual Major: Networking, Systems Administration
Pellissippi State Community College, United States
Knoxville, TNSkills
- Network Administration
- Information Security
- Network configuration
- Telecommunications
- IT Infrastructure
- Big Data Analytics
- Business Intelligence
- Technical support knowledge
- Client Relationship Building
- User training expertise
- Proficient in Oracle, MySQL, MS SQL
- Expert in Microsoft Office products
Certification
- Network+, CompTIA - 2021
- Security+, CompTIA - 2021
- A+, CompTIA - 2021
- CCENT, Cisco - 2013
- Dell Support and Repair Technician Qualification
- HP Commercial Workstations Service Qualification
Timeline
Sr. ITSS Technical Specialist
Charter Communications
05.2012 - Current
Sr. Broadband Technician
Charter Communications
01.2007 - 05.2012
Associate of Science - Dual Major: Networking, Systems Administration
Pellissippi State Community College, United States