James R. Downs
Evansville,IN
Summary
Highly adaptable individual with 14 years of experience working in various technical positions. Skilled at managing multiple projects, mindful of individual and team impact to project completion and goal metrics. Ability to communicate effectively with every level of corporate hierarchy.
Overview
20
20
years of professional experience
Work History
Software QA Specialist
OneMain Financial
07.2021 - Current
- Coordinate with business and software developers to ensure the business request aligns with business needs and the user experience
- Review project parameters and success criteria to develop test plans for UAT testing
- Documenting test results and presenting results to the project requester and the project manager
- Designated tester for special projects to test AI integration for inbound call resolution
Tech Support Specialist-Intermediate
OneMain Financial
10.2019 - 07.2021
- Identified and reported resolutions to emerging trends as they surfaced
- Piloted the newly rolled out chat system for OneSupport
- Engaged critical thinking and problem-solving skills to help users resolve IT related issues within company PCs and company systems including Class, ELF, Mobius, Field reporting, and OMF.com
- Met and completed training requirement metrics faster than department standards
Owner/Operator
Downs Pro Lawn Care
04.2016 - 10.2019
- Met with clients to provide quotes, and service inquiries
- Developed and maintained weekly invoices, payments and reconciliation
- Completed weekly service of up to 105 individual locations
- Created and managed company website and social media accounts
- Managed a mowing crew of five team members, running multiple service routes
ICU Case Team Member
AT&T
01.2012 - 07.2015
- Participated and contributed as the Laptop Connect and Microcell subject matter expert in weekly representative forum conference calls
- Assisted in Tech Guide scripting working with topic owners and content designers
- Trained in proprietary advanced network and diagnostics systems working directly with Network Operations Center (NOC) personnel to resolve advanced network connectivity issues and establish trending customer affecting issues
- Guided customers through systems settings, command prompts, device security settings, cabling, and minor router changes to establish and resolve connectivity issues
Sergeant U.S. Army
07.2003 - 07.2007
Education
A.S - Automotive Technology
Ivy Tech Community College
Evansville, IN05.2009
Skills
- Special Skills:
- Jira
- Confluence
- Service Now
- Jenkins
- Glassbox
- Waterfall
- Agile versions of SDLC
- Exposure to SQL and Miro
Cub Scout Pack 371
Den leader for the Bears within Pack 371
Southwestern Indiana Master Gardeners Association
Project co-chair for a farm-to-table full sensory community garden for children of all abilities. Held multiple positions within group.
Timeline
Software QA Specialist
OneMain Financial
07.2021 - Current
Tech Support Specialist-Intermediate
OneMain Financial
10.2019 - 07.2021
Owner/Operator
Downs Pro Lawn Care
04.2016 - 10.2019
ICU Case Team Member
AT&T
01.2012 - 07.2015
Sergeant U.S. Army
07.2003 - 07.2007
A.S - Automotive Technology
Ivy Tech Community College
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