James L. Davis, Jr

425-***-**** (home)

206-***-**** (mobile)

acx33s@r.postjobfree.com

Profile:

Seasoned, hands-on Technical Support professional with outstanding Customer service and End-User support skills. Goal oriented, self-motivated problem solver with proven track record of exceeding expectations. Excellent inter-personal skills. Enjoy working in a dynamic environment with diverse people.

Experience:

2008 – Present Technical Support Engineer OSI/Spacelabs Healthcare Snoqualmie, WA

Resolve Patient Monitoring & Connectivity service calls via telephone, email and internal requests. Troubleshoot Customer system outages by remotely connecting to hospital sites and/or providing 1 on 1 training via telephone. Escalate only the most complex issues to PSS and/or EIM teams. Follow established departmental procedures. Maintain operating and service knowledge of Patient monitoring and Connectivity product suite. Log support calls into electronic call management system. Collaborate with various internal & external contacts to drive ongoing Customer problems to final resolution. Participate in 7x24 on-call rotation. Mentor & train new Tech Support Engineers. Identify & track service delivery problem trends. Complete other projects and training as needed.

2006 – 2007 Operations Manager ISOutsource.com Seattle, WA

Responsible for product acquisition processes. Including, vendor/supplier management, purchasing, order fulfillment, logistics and inventory control. Negotiate special pricing discounts. Conduct pre-project walkthroughs with Field Service Techs. Coordinate/Conduct vendor product technical training. Set client pricing margins. Maintain Customer and product information SharePoint database. Review and approve RFP responses. Supervise staff of 4 in Seattle and Portland.

2005 – 2006 Consultant Independent Contractor Renton, WA

Manage several small IT service projects. Develop disaster recovery plans. Conduct End-User training and Customer needs analysis. Evaluate vendor partnerships, new product & service offerings. Maintain small Customer networks Review and update internal operations procedures.

2003 – 2005 Regional Systems Manager CORVEL Healthcare, Inc. Seattle, WA

Responsible for all data and voice services for Users in WA, ID & UT. Provide hands-on support for s. network infrastructure and desktop support. Implement technology solutions for business units within budget guidelines, analyzing risk vs. function. Project Manager for: Windows9x to WindowsXP desktop upgrade, server room hardware upgrade and active directory implementation projects. Serve as Local project resource for Corporate IT initiatives. Supervise staff of 3. Exceeded Management goals & objectives.

1995– 2003 Field Service Operations Manager DPE SYSTEMS, Inc. Seattle, WA

IT outsource manager for several Regional Fortune 500 companies. Schedule & deploy Field Engineering staff resources. Serve as 7x24 escalation point. Develop statement of work deliverables and Service Level Agreements. Manage concurrent systems integration projects. Create project plans. Conduct project status meetings. Provide Technical Sales support. Develop support partnerships with strategic hardware and software vendors. Implemented managed network support service. Resolve Customer service delivery issues. Supervise staff of 15 – 20 FTE & Contract staff.

1998 – 1999 Desktop Replacement Project Manager

Project Manager for 6,000+ PC workstation rollout for PACCAR. Served as liaison between technology vendors and clients. Developed technical requirements for standardized workstation images. Managed warehouse and installation site logistics. Supervised a team of 6 Field Service Engineers. Designed and implemented customer desktop support/helpdesk process. Troubleshoot non-routine installation issues.

1997 – 1998 Desktop Support Manager

Resolve Tier 2 & 3 IT support service calls for Westin Hotels & Resorts corporate offices. Developed desktop support procedures for on-site and global remote users. Windows NT and Exchange system administrator. Install, test, troubleshoot and repair PC Workstations. Coordinate hardware acquisition and asset management. Managed token-ring to switched TCP/IP conversion project.

1996 – 1997 Consulting Project Manager

Project Manager for Washington State Department of Transportation desktop workstation replacement project. Install, test, troubleshoot and repair PC workstations at all Dept of Transportation facilities. Resolve Tier 2 Helpdesk calls. Research and evaluate non-standard workstation acquisition requests. Developed desktop hardware inventory tracking database in MS Access. Deploy application and O/S upgrades using SMS packages. Project Manager for conversion of 4,000+ PC workstations from MS Mail to MS Outlook.

1995 – 1996 Field Service Engineer

On-site tech support for 750+ workstation Washington State L&I network. Resolve statewide Level 2 Helpdesk trouble tickets. Develop ongoing support procedures. Manage Win95 desktop upgrade project. Create workstation support unit operating procedures. Perform DELL warranty repairs.

1988 – 1994 BANK OF AMERICA San Francisco, CA

1993 – 1994 Technical Support Manager

Supervised 9 Analysts and Computer Operators on 7x12 shifts. Managed all computer room and technical support functions for Wholesale Lockbox processing unit. Including data transmissions, console operations, system maintenance, Customer testing, installation and troubleshooting, hardware and application support. Other responsibilities included, Local Area Network, disaster contingency planning and facilities management. Installed first BofA Data Center LAN. Upgraded computer operations hardware, software and physical environment. Designed, implemented and tested Business Contingency Disaster Plan. Reduced customer transmission errors by standardizing data communication protocols.

1991 – 1993 Sr. Project Manager

Investigate and resolve processing problems and implement procedure enhancements. Documented operating procedures, and trained staff. Business Partner Project Manager for Systems Development projects. Negotiated service level agreements with other operating units. Project Manager for Disaster planning, facilities and equipment management projects. Project Manager for Bank of America/Security Pacific Bank merger.

- Migrated all Security Pacific Bank ACH Customers to Bank of America credit rating verification database.

-Developed, documented, and implemented Uniform Commercial Code (UCC) fraud and credit risk control process.

-Received $10,000 “Ideas in Action” award for development, implementation and support of Federal Reserve Bank Electronic Funds Transfer consumer stop payment process, which resulted in $1.2 million in additional annual revenue.

-Re-engineered department floor space and reduced occupancy costs by $96K annually.

1988 – 1990 Sr. Product Manager

Coordinated efforts of technical, marketing and operations staff on major Global Cash Management product development projects. Developed and implemented Systems Development Methodology tracking and control process for $50MM project queue. Developed detailed business requirements. Evaluated proposed software solutions. Developed and managed testing and implementation plans. Ensured projects were on schedule and within budget guidelines. Provided database support for various marketing initiatives. Product Management budget process coordinator.

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