James Robinson
Richmond,VA
Summary
Technical support professional with strong track record in resolving complex technical issues and leading support teams. Known for results-driven approach and commitment to team collaboration. Adaptable and reliable, with focus on customer satisfaction and technical proficiency.
Overview
15
15
years of professional experience
Work History
Technical Support Lead
AgilQuest by Tango
01.2020 - Current
- Manage the Customer Support team
- Support SaaS platform
- Trouble shoot various ETL processes using SQL, Python, SQLite
- Maintain support on legacy platforms
- Create and maintain operations within Zendesk and JIRA, including creating triggers
- Troubleshoot and install various signage and telephony software/hardware
- Database backups and restore
- Various system admin tasks while also continuing to assist and train Technical Implementation consultants
- Oversaw the daily operations of customer support team, handled escalated customer complaints and coordinated with cross-functional teams to ensure customer satisfaction
- Assisted in improving customer support operations performance, achieved 97% customer satisfaction and achieved 60% improvement in mean time to resolution of customer issues
Implementation Engineer
AgilQuest by Tango
09.2017 - 01.2020
- Install, maintain and support Windows and SQL Servers (2003 -2019)
- Perform backups, patches, routine audits and tuning of windows servers
- Add, remove, and update user account information
- Build and maintain SQL Scripts for data loads at an enterprise level
- Create, and maintain internal environments through VM-Ware, V-Sphere
- Develop and maintain standard operating procedures documentation
- Engineer and lead software implementations and system upgrades to include MS exchange
- Integration, mobile applications (iPhone/Android), server setup, reports on SSRS, Federation Service
- (ADFS, Ping), Cisco, Avaya, PeopleSoft, Active Directory and custom integrations for Global customer base
- Coordinate technical resources and third parties/vendors for execution of projects
- Lead training development and customer training sessions manage client technical infrastructure and tier 2/3 life cycle support
- Act as a liaison between customers and Product Management by communicating client issues and needs
- Resolve technical issues by understanding the customer's operational and technical requirements and translating it to a system solution
- Work with Stakeholders, Project Managers to identify business needs and determine solution options
- Automated customer provisioning with PowerShell and Bash scripting and deployed VMs on-premise/Azure/AWS platform
Senior Automation Analyst
Chesterfield County Utilities
03.2017 - 09.2017
- I assisted in the automation processes of Chesterfield County Utilities
- Process included maintaining SQL stored procedures and jobs, PowerShell scripting and various other tasks dealing with third party applications
- Troubleshot issues with existing automated processes, providing prompt resolutions to minimize downtime and maintain high levels of efficiency throughout operations.
- Evaluated emerging technologies for potential application in future projects, keeping up-to-date with advancements in the field of automation.
- Identified test cases to automate by conducting feasibility analyses.
Database Security Analyst
Apex Systems / Wells Fargo
01.2015 - 01.2016
- While working for Wells Fargo as an Information Security Analyst, I perfected the craft of delivering fantastic troubleshooting services to resolve user's problems
- Through PAC tickets I have delivered access to SQL, ORACLE, TERADATA and SYBASE with effective problem solving skills in accordance to the policies set forth by Wells Fargo
Corpsman
US Navy
08.2000 - 08.2005
- Hospital Corpsman
- Medical liaison for the Marine Corps
- Input data about servicemen/ service women concerning their Vaccinations and ailments
- Deployed to countries unsupervised
- Discharged with Honorable Discharge
- Rendered emergency medical treatment and administered immunization programs.
- Administered medications and treatments as prescribed by physicians.
- Supported humanitarian missions by providing essential medical care to affected populations in disaster-stricken areas.
- Provided critical lifesaving interventions during emergencies, stabilizing patients until further assistance arrived.
Education
Bachelor of Science - Information Technology
ECPI University
Virginia Beach, VA04-2013
Skills
- Solid Software Understanding
- Network Infrastructure Administration
- Proficient in ITIL Practices
- IT Systems Administration
- Conflict Resolution Management
- Service Level Agreement Management
- Experience with Ticketing Solutions
- Training Development
- Systems Troubleshooting Expertise
- Employee Training
- Technical Hardware Support
- Customer service
- Problem-solving
- Microsoft windows and office
Timeline
Technical Support Lead
AgilQuest by Tango
01.2020 - Current
Implementation Engineer
AgilQuest by Tango
09.2017 - 01.2020
Senior Automation Analyst
Chesterfield County Utilities
03.2017 - 09.2017
Database Security Analyst
Apex Systems / Wells Fargo
01.2015 - 01.2016
Corpsman
US Navy
08.2000 - 08.2005
Bachelor of Science - Information Technology
ECPI University
Similar Profiles
Shevya DhawanShevya Dhawan
Assistant Manager at Tango Palace Coffee CompanyAssistant Manager at Tango Palace Coffee Company
Katilyn LarsonKatilyn Larson
Lead Mixologist at Hotel Tango DistilleryLead Mixologist at Hotel Tango Distillery
Amelia WheatonAmelia Wheaton
Cafe Barista at Tango Juice BarCafe Barista at Tango Juice Bar