James Gregory

Work History

2U, Inc./edX

2017.05 - Current

Provide comprehensive customer and technical support for students and faculty issues.
This includes real-time monitoring of support channels to ensure appropriate coverage and backup plans are in place where needed.
Lead and train team, assist with new hire onboarding, and coordinate with external departments for technical challenges and needs.
Develop and implement initiatives for department efficiency, streamline processes, participate in root cause analysis, and communicate findings.
Master tools like Zoom and Learning Management Systems.
Troubleshoot escalated or peak time support technical issues in coordination with technical teams and stay updated with emerging web
Technologies.
Work with internal stakeholders, representing the Support organization, and develop subject matter expertise.
Contribute to support ticket handling and resolution with an emphasis on empathy and quality service.
Assisted in the development of interactive dashboards with Tableau, providing actionable insights to stakeholders.
Participated in project planning meetings, ensuring that data requirements were clearly defined and understood by all team members involved.
Enhanced database performance by optimizing SQL queries and stored procedures.

Community Health Network

2015.03 - 2017.11

Contributed to the successful completion of multiple projects by coordinating efforts across cross-functional teams.
Ensured long-term success for clients by conducting regular follow-ups and offering ongoing support as needed.
Analyzed post-go-live data, recommending adjustments for optimal system performance and user experience.
Conducted comprehensive assessments of client infrastructure, identifying areas for improvement before implementation.
Boosted user satisfaction through prompt response to inquiries and diligent issue resolution.
Supported daily operations during go-live periods, enabling a smooth transition while minimizing negative impacts on patient care.
Offered assistance in implementing and developing training programs.

E-practical Solutions

2011.03 - 2014.04

Troubleshot post-deployment issues promptly, minimizing disruption to users'' daily activities while maintaining client satisfaction.
Completed quality assurance on deployment package and turned over solution to field technical resources.
Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
Maximized equipment lifespan through thorough preventive maintenance routines.
Facilitated smooth office and hospital relocations by coordinating the disassembly, transport, and reinstallation of IT hardware components.
Configured hardware, devices, and software to set up work stations for medical staff.