James Idemne
Daly City,CA
Overview
8
8
years of professional experience
Work History
Application Support Analyst
Omni Logistics
02.2024 - Current
- Managed approximately 60 customer support tickets per week in timely manner
- Kept detailed records of customer interactions, transactions, and problem resolutions in SDP
- Identified areas for improvement in applications by analyzing user feedback and usage data
- Trained new team members on company procedures and support tools
- Provided software troubleshooting for various applications and platforms
- Assisted end users with troubleshooting and resolving application issues
- Developed custom reports for management using SQL queries and reporting tools
- Coordinate EDI requests from clients and work with our Middleware partners to do the CargoWise mapping
IT and CargoWise Support Technician
AG World Transport (Bought out by Omni Logistics)
08.2018 - 02.2024
- Administer Office 365 and Cargowise One
- Guided users through step-by-step solutions with their Computer, Microsoft 365, and Cargowise One issues
- Analyze data from CargoWise One system and create Excel reports for company analysis
- Coordinate EDI requests from clients and work with our Middleware partners to do the CargoWise mapping
- Review Operations procedures and suggest changes if any
- Troubleshoot basic network connectivity issues
3PL Coordinator
AG World Transport (Bought out by Omni Logistics)
06.2017 - 08.2018
- Oversaw the CargoWise Warehouse 3PL project
- Trained staff how to use the CargoWise One software to receive products, process orders, and manage inventory
Export Logistics Coordinator
AG World Transport (Bought out by Omni Logistics)
05.2016 - 06.2017
- Answer customers' inquiries via email or phone
- Requested quotations from airlines, trucking companies, and overseas agents for shipments
- Prepared export documentations for shipments and made sure they are compliant
Education
AS - Computer Networking and Information Technology -
City College of San Francisco
San Francisco, CA12.2017
Skills
- Customer Support
- Ticket management
- Data Analysis
- Project Management - EDI related
- Application Development
- Document configuration
- Client Relations
- Technical Analysis
- CargoWise Proficient
- Microsoft Apps Proficient (Excel, SharePoint, PowerBI, Power Automate)
Timeline
Application Support Analyst
Omni Logistics
02.2024 - Current
IT and CargoWise Support Technician
AG World Transport (Bought out by Omni Logistics)
08.2018 - 02.2024
3PL Coordinator
AG World Transport (Bought out by Omni Logistics)
06.2017 - 08.2018
Export Logistics Coordinator
AG World Transport (Bought out by Omni Logistics)
05.2016 - 06.2017
AS - Computer Networking and Information Technology -
City College of San Francisco