JAMES HERRON
Cumming,GA
Summary
Senior Operations Research Analyst with proven track record of success designing models and analytical programs to solve business problems. Seasoned Operations Analyst with experience in Oracle and Microsoft SQL, Microsoft Office Products and various ticketing systems. Excellent organizer, problem-solver and forward-thinking project manager. Prepared to bring seven years experience in IT application industry to a new role. Results-oriented with strong research and decision-making skills to determine specifications and develop action plans for projects. Collaborative with excellent interpersonal and communication skills across diverse groups.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Team Lead | Sr IT Operations Analyst
CIOX HEALTH
Alpharetta, GA
01.2018 - Current
- IT Service Management
- Managed team of 5
- Built 18 month goal road map for department growth
- Created and implemented Business Critical Incident process which included identifying business critical applications and systems, creating documentation for end users as well as service desk resources
- Created and implemented improved Change Control process that included new workflow and ticket quality standards
- Functioned as Critical Incident Manager on weekly rotation, worked as critical call moderator leading incident team to resolution, composed and delivered critical updates through process to business unit leaders, end users and company leadership
- Acted as department project manager by compiling project documentation and project plans, reporting on projects to company leadership weekly and ensuring that projects were completed on time and on budget
- Updated department job titles to better reflect industry standards and job being performed
- Attended weekly portfolio meeting to report on multiple project statuses to IT organization leaders
- Formed governance committee for all Jira Service Desk system change requests
- Set up call distribution groups for all teams utilizing their on call rotation and resources
- Performed QA on change requests before submitting to CAB review meeting
- Moderated Change Review Meeting as well as updating change tickets with approval status
- Implemented IT Planning calendar for monthly software releases to increase company visibility
- Established standardized communications for communicating system outages and resolutions to Business Units and external customers
- Designed RCA forms and tracking that was implemented company wide
- Revised incident severity levels to reflect current company standards
- Defined system uptime and created reports around those definitions
- Designed and built department’s Intranet site on Sharepoint
- Served as Project Lead on Jira Service Desk Implementation Project
Product Support Specialist
VERINT SYSTEMS
Alpharetta, GA
01.2016 - 01.2018
- Workforce Management Optimization Solution specializing in Forecasting & Scheduling for on premise customers and cloud-based solution customers
- Completed Introduction to Recorder Integration Server administration
- Troubleshoot complex customer technical issues including critical reporting issues
- Upgrading internal lab servers to most current version of company’s proprietary software
- Create and manage virtual sandbox systems
- Create bug reports from customer’s incidents
- Work with developers on submitted bug reports
- Train customers on new system functionality
- Weblogic configuration in customer’s environment
- Completing change controls for cloud-based customers
- Restore Microsoft SQL databases
Team Lead | Sr. Technology Analyst
DATASCAN TECHNOLOGIES, JM Family Enterprises Company
Alpharetta, GA
01.2012 - 01.2016
- Promoted to Team Lead/Tier 3
- Subject Matter Expert: Collateral Management System (proprietary software), Automation job functionality and field auditor software
- Led critical incident management team for incident escalations from initial report through resolution consisting of representatives from Database management, Architecture, Development & Support
- Provide leadership and management to support staff of 15 through selection, performance management, mentoring, and coaching
- Obtained Lean Six Sigma Yellow Belt certification
- Participate in governance board reviewing all automated jobs before developed
- Averaged 10 to 15 escalated inquires per day with issues such as import files not processing correctly, data not correct due to bad file being sent and processed into database
- Monitored issues to identify trends
- Created schedules to coordinate holidays and client’s service level needs
- Improved first call resolution by 90% within first 30 days
- Tracked and reported any variances in run times of automated jobs
- Gathered client specifications for new import/export files as well as change management requests
- Created & implemented new hire training
- Managed quality assurance, produce feedback and training to reduce incident handling time
Support Engineer
DATASCAN TECHNOLOGIES, JM Family Enterprises Company
Alpharetta, GA
01.2007 - 01.2012
- Monitored daily processing for 40 customers in financial services industry
- Verified extract file generation
- Managed customer accounts through Active Directory
- Remotely supported field auditors and inspectors with equipment technical support
- Used SQL to query and update client’s production data
- Performed quality assurance testing on new field software releases
- Designed and implemented training and mentoring program for new associates
Skills
- Trend modeling
- Process updates
- Reporting abilities
- Oracle database
- Cross-functional teamwork
- Microsoft Word
- Root Cause Analysis
- Microsoft SharePoint
- Data analysis
Certification
Lean Six Sigma Yellow Belt
Certified Support Professional (CSP I), Excel Data Analysis Masterclass with Excel Dashboards (in progress)
Six Sigma: Certified Lean Six Sigma Green Belt (in progress)
Timeline
Team Lead | Sr IT Operations Analyst
CIOX HEALTH
01.2018 - Current
Product Support Specialist
VERINT SYSTEMS
01.2016 - 01.2018
Team Lead | Sr. Technology Analyst
DATASCAN TECHNOLOGIES, JM Family Enterprises Company
01.2012 - 01.2016
Support Engineer
DATASCAN TECHNOLOGIES, JM Family Enterprises Company
01.2007 - 01.2012