Deann James, PMP

Experience

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  BLACK BOX CORPORATION

  Jan 1990 - Jan 1995

  Product Manager

  Managed 3 product lines for a catalog company. Handled all aspects of product management including product testing, new product introduction, life cycle management, sales forecasting and catalog write up development and review.

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  FORE Systems

  Aug 1995 - Jan 1998

  Level 1 and Level 2 Technical Support Engineer

  Addressed and resolved technical issues ranging from basic questions to total network outages. Attended training classes and worked with senior engineers to improve technical competence and advance to a senior role.

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  FORE/Marconi/Ericsson

  Jan 1998 - Jan 2000

  Senior Level 2 Technical Support Engineer

  Solved complex technical issues focusing primarily on the IP technology, protocols and products. Trained other engineers in an effort to build their technical competence, assigned to new product teams to develop expertise, worked on escalated customer service requests and assisted other engineers with more difficult cases.

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  FORE/MARCONI / ERICSSON

  Jan 2000 - Sept 2009

  Technical and Senior Technical Support Manager

  Managed second level global support team consisting of up to 17 technical engineers supporting a broad range of product lines. Established and monitored metrics to measure workload and performance to ensure proper resource allocation and case quality. Led product and support quality issues to resolution by working with logistics, QA, sales, engineering, senior management, supply chain and functioned as the single point of contact for the customers. Handled multiple customer escalations and FCO's concurrently.Administered HR and administration duties, such as recruiting, hiring, training, motivating, coaching and the overall growth of all team members. Gathered data to measure team performance to Key Performance Indicators (KPI's) and addressed areas where the team was not performing effectively.Programmed and maintained a 7x24x365 resource scheduleKnowledge Manager - increased the knowledge KPI from 29% to 74% in 10 months. Created and implemented an emergency case handling process for dealing with the most critical cases. Ensured that the customer received attention from the proper resources quickly and received immediate management attention. Created and implemented customer callback, subject matter expert, overnight and on call processes designed to allow for prompt attention by the most qualified resources for customer issues.Quality team member - responsible for identifying quality issues, developing cross functional group solutions and implementing the correction with the customers. Show less

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  BodyMedia, Inc

  May 2010 - Dec 2013

  Customer Service Manager

  Manage a team of 11 to 13 customer service representatives providing customer service and technical support to end consumers. Developed processes to improve the efficiency and effectiveness of the team. Integrated the team throughout the organization to ensure better visibility and resolution of customer issues. Handle recruiting, hiring, training, movitvating and coaching team members. Increased the team from 5 to 13 customer service representatives to accommodate growth. Identify, develop and implement process and policy improvements. Implemented and monitor metrics to ensure customer satisfaction. Show less

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  Synaptek Corporation

  Mar 2014 - Mar 2015

  • Develop and document processes to be used by the PWE Doc Support team. • Assign and distribute work across the team.• Develop and deliver training to new employees or teams that will serve as backups.• Responsible for the PWE Support Team meeting all required document and report deadlines.• Perform documentation reviews and provide feedback for ongoing surveys working with PWEs and WEs responsible for the site.• Review all provided documentation from the surveys for accuracy.• Prepare cable packages. Combine the AP Locations spreadsheets and PDFs from all surveyors into master documents for the site. All information is reviewed for accuracy and corrected prior to submitting.• Heat Map images – review for signal bar accuracy. Add or change signal bars to the images where required. Required for inclusion into the heat map reports.• Create Design Packages for surveyed sites. Includes Heat Map Spectrum Analysis report and the Design and Engineering reports. Run the reports and review for any required changes.• Creating the Post Install Survey reports for sites after the validation is completed. Show less

  • PWE Support Team Lead

    Apr 2014 - Mar 2015

  • Configuration Analyst

    Mar 2014 - Apr 2014
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  TekSynap

  Aug 2017 - now

  Assist with the management of over 20 DLA JETS Task Orders• Review Contracts to ensure that all task orders are performing within the contract requirements.• Interactions with DLA personnel. CORs, COTRs, COs.• Field questions from employees – time reporting issues, questions, processes, etc.• Address any Personnel issues• Interactions with Subcontractors – including open positions• Reviewing and approving Subcontractor TOPM deliverables• Perform Salary Analysis• CSR Preparation• Developing invoice backup data for subcontractors. Show less • Assist with the management of over 15 DLA JETS Task Orders• Participate in Interviews• Work with recruiting on evaluating candidates• Reviewing and approving offer letters• Field questions from employees – time reporting issues, questions, processes, etc.• Address any Personnel issues • Interactions with Subcontractors – including open positions• Interactions with DLA personnel. CORs, COTRs, COs.• Reviewing and approving Subcontractor TOPM deliverables• Perform Salary Analysis• CSR Preparation• Review Contracts to ensure that all task orders are performing within the contract requirements.• Developing invoice backup data for subcontractors. Show less

  • Project Manager / Business Analyst Lead / Deputy Program Manager

    Jan 2019 - now

  • DLA JETS Project Manager

    Dec 2017 - Dec 2018

  • Core Wireless Network Engineer

    Mar 2015 - Aug 2018

  • Business Analyst

    Aug 2017 - Dec 2017