Sales Support

James Washington Jr.

**** ****** ***** ****, *********, NC 28262 704-***-**** ******************@*******.***

SUMMARY OF QUALIFICATIONS

Utilize over 11 years of analyst experience to operate in complex business environments while contributing superior skill set to the organization by way of adaptability, agility, and the ability to manage constant change through innovation as my keys to success. Strategic thinker, with exceptional ability to simplify complexity and effectively communicate with clients to resolve request and concerns.

AREAS OF EXPERTISE

Training

Production Support

Process Improvement Facilitation

TECHNICAL SKILLS

MS Office Suite

Lotus Notes

Symantec Anti-Virus

PAC 2000

Citrix Platform

ED VPN

CIV

Performance Edge

AIM Call

REX

Windows Active Directory

NetMeeting

Fast Data

Symantec Anti-Virus

Live Meeting Einstein IRACF

Hogan

WSAT

Office Communicator

FDR Citrix Platform

BCS

General Nelson

WARP

CIV Introscope

Cisco Meeting Time

Netc001/Tiv01i

Ethernet

Printer Installs

Network Topologies & Protocols

Token-ring

PROFESSIONAL EXPERIENCE

Wells Fargo Corporation, Charlotte, NC 2006 – Present

IT Problem Management 2014 – Present

Maintains and distributes production performance reports

Manages assigned root cause activities associated with significant events handled through EACO Incident Management

Enlists technical teams to determine root cause of the issue

Facilitates root cause meetings

Leads virtual team in identifying solutions to risk mitigation

Ensures adherence to standardized processes, tools, and methodologies

Creates root cause reports

Proactively identify service issues or risks that could negatively affect production

Creates recommendations to eliminate the risk of reoccurrence and improve service quality

Maintains an awareness of operational issues and how customers are influenced

Maintains strong relationships with business and technology partners

Conducts analysis on moderate to medium level issues

Manages analysis of a major incident at management request

Spearheads automation effort for root cause reporting

Leads project initiatives

Provides daily updates, monthly trending and reporting to the technology executive teams

Develops a tool to facilitate communications and managements of corporate mainframe outages

Conducts User Acceptance Testing (UAT) and verifies performance, reliability and fault tolerance issues

Documents issue and recovery details to enable trend analysis/reporting

Systems Analyst II 2010 – 2014

Created and updated training documentation for the onboarding processes

Facilitated and assisted in gathering teams to determine the resolution of any system or software problems affecting various business lines

Documented & communicated key information for EACO Website

James Washington Jr. Page 2

Ensured service level agreements were met and documented

Managed the main problem reporting bridge line, triages issues, and take the necessary steps to assemble support teams

Facilitated individual production bridge lines

Provided critical paging services for TOG via the HipLink automated paging application

Technical/Business Systems Analyst 2008 – 2010

Identified and worked with SMEs to initiate the requirements gathering process for new business processes

Facilitated meetings

Responsible for source-to-target data mapping and walkthroughs

Researched and provided production support for over 20 applications

Established new production support processes

Developed of new training materials

Technical Analyst 2007 – 2008

Processed design and technical support of infrastructure

Performed hardware and software installations and upgrades, system administration, operational support, and problem resolution

Participated in performance and system integration testing of PC and server operating systems

Oversaw of new PC deployments and PC refresh program

Facilitated system migrations and conversions

Administered and provided backups of critical data

Coordinated and managed project activities

Troubleshoot Tl and LAN connections

Client Support Analyst 2006 –2007

Provided support, guidance and training

Resolved technical calls in relation to installed applications, hardware and software products

Participated in performance and system integration testing of PC and server operating systems

Responsible for the oversight of new PC deployments and PC refresh program

EverDrive, Richmond, VA 2005 – 2006

Inside Sales Manager

Provided oversight and sales guidance for 8 sales representatives

Developed resourceful relationships with clients and exceeded sales goals by 30%.

Built a successful sales and support team by hiring and developing talent

Conducted annual performance reviews with staff and mapped out sales goals to increase productivity

Facilitated sessions with senior leadership to design guidelines and standards

MILTARY EXPERIENCE

United States Army, FT. Hood, TX 1992 – 2000

Supervisor

Led and facilitated critical fueling routines for 20 staff members

Managed fueling activities for 12, $2.3 million multi-rocket launchers and 20 ground vehicles with 200 gallon tank capacity

Delivered training procedures for aircraft refueling, defueling and maintenance issues

Planned, scheduled and coordinated operational and maintenance activities

Developed Standard Operating Procedures for military and civilian fuel handlers

EDUCATION

Currently taking ITEL Courses Certification Course 2016 –Current

Currently taking Cloud Computing Course 2016– Current

Degree of Science in Computer Information Systems

ITT Technical Institute, Richmond, VA 2003

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