James Grace
Carrollton,TX
Summary
I'm a results-driven highly skilled manager with 20 years of experience in Information Technology. My proven track record of success in leading teams, driving operational efficiency, and achieving strategic goals has contributed to my success in the industry. Seeking a challenging role where I can utilize my leadership abilities and expertise and possibly get back into Management.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Analyst
HCL Tech
10.2022 - 08.2024
- As a Senior Analyst I collected, analyzed, and interpreted complex data to provide actionable insights for informed decision-making. Lead projects; conducted in-depth research and communicated findings effectively. As a Shift Leader I supervised a specific work shift, ensuring efficient task completion and addressing issues. Played a crucial role in maintaining smooth operations and supporting team morale. As Reporting Manager, oversaw data collection and analysis, ensuring accurate and timely reports to support decision-making. Lead teams and enhanced reporting effectively providing valuable insights for organizational objectives.
- Implemented process improvements that increased operational efficiency.
- Developed and executed strategies to improve customer satisfaction.
- Conducted performance evaluations, provided feedback, and coached team members to improve performance.
- Collaborated with cross-functional teams to achieve company goals and resolve operational challenges.
- Managed day-to-day operations of Service Desk, staffing, and resource allocation.
- Developed and implemented training programs to enhance employee skills and knowledge.
- Conducted regular meetings to review performance metrics, set goals, and provide feedback to team members.
- Led cross-functional projects to streamline operations and improve productivity.
Support Engineer
Microsoft
02.2018 - 01.2022
- As a Support Engineer specializing in Power BI, I helped and provided solutions for Power BI users and systems. Diagnosed and resolved issues, offered technical guidance, and ensured the smooth operation of Power BI tools and reports. I am instrumental in helping users maximize the benefits of data visualization and analysis to make informed decisions and drive business success. As a Power Apps engineer, I was responsible for offering expertise and assistance to Power Apps users, troubleshoot issues, provide technical guidance, and ensure the efficient functioning of Power Apps solutions. Support Engineers for Power Apps play a pivotal role in helping users harness the power of low-code development to create custom applications, streamline processes, and drive business efficiency. As a Power Automate, I offered expert assistance and guidance to users of Power Automate. Diagnosed and resolved issues, provided technical support, and ensured the effective automation of workflows and processes. I played a crucial role in helping users leverage automation technology to enhance productivity, streamline tasks, and improve business efficiency.
- Designed and implemented Power BI, Power Automate, and Power Apps SAAS (Software as A Service) that improved efficiency, reduced costs, or enhanced user experience.
- Collaborated with cross-functional teams to gather and analyze app or report requirements, ensuring the successful delivery of solutions.
- Conducted code reviews, identified areas for improvement, and mentored junior engineers to enhance the overall team's performance.
- Designed and maintained Power BI, Power Automate and Power Apps to meet the company's business needs.
- Optimized database performance by query optimization or indexing.
- Created and documented design specifications, ensuring clear communication with the development team.
- Collaborated with QA engineers to identify and resolve design defects, ensuring a robust and reliable product.
Technical Analyst
AT&T U-Verse
06.2004 - 06.2017
- Delivered seamless customer service by utilizing rapid decision-making efforts to resolve chronic issues
- Conducted, analyzed & administered troubleshooting tactics that included IPTV & VOIP services & internet connections
- Partnered with outside vendors to maximize a resolution to restore services & fix taxing affairs
- Processed orders & payments accurately & timely
- Created & monitored follow up tickets to ensure customer satisfaction
- Handled escalated calls from Tier I & manager requested calls
- Rebuilt network & line connections
- Executed modem & router configurations
- Created business networks & static IP address
- Implemented key initiatives for peer training
Supervisor
Trinity Industries
06.2002 - 06.2004
- Key helpdesk for internal users and on Call.
- Provided technical substructure for remote dial access & computers.
- Support for Windows 95-98, NT user accounts & XP Professional, AS/400, Microsoft Office 97 & newer
- Assisted in team management including documentation on process and procedures for better technical service.
- Azure Active directory configuration, management, and authentication.
Technical Analyst
Cunningham Lindsey
06.1999 - 06.2002
- Provided on call services for Unix/Novell
- Cisco routing, configured firewalls/IPS, monitored performance & switch configuration.
- RDP from home to provide technical support with servers & workstations.
- Installed servers, operating systems & office software
- Developed intranet websites, HTML & desktop tools for all departments
- Batched backups & command line codes
- Programmed startup commands for workstations VB, C, C++
- Azure Active directory configuration, management, and authentication.
Education
MBA – master’s in business administration - Management, Marketing Management, Organizational Behavior
University of Arkansas
Grantham07.2026
Bachelor’s degree - computer science
University of Arkansas
Grantham05.2019
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APT College
Carlsbad, California01.2015
Skills
- Client management
- Client relationship management
- Data analysis
- Performance monitoring
- Network management
- Network security
- IT strategy
- Cloud-based technologies
- Analytical thinking
- MS Excel
- Process improvements
- Multiple priorities management
- Project management
- Deadline adherence
- Team collaboration and leadership
- Root-cause analysis
- Business operations analysis
- Risk analysis
- Regulatory compliance
- Data research and validation
- System analysis
- Issue identification
- Data processing
- Excel proficiency
- Information gathering
- Workflow Analysis
- Continuous improvement
- Data integrity assurance
- Database management
- Audit support
- Incident reporting
Certification
Comptia
A+
Timeline
Senior Analyst
HCL Tech
10.2022 - 08.2024
Support Engineer
Microsoft
02.2018 - 01.2022
Technical Analyst
AT&T U-Verse
06.2004 - 06.2017
Supervisor
Trinity Industries
06.2002 - 06.2004
Technical Analyst
Cunningham Lindsey
06.1999 - 06.2002
MBA – master’s in business administration - Management, Marketing Management, Organizational Behavior
University of Arkansas
Bachelor’s degree - computer science
University of Arkansas
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APT College