James Thomas

Experience

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  App Data Systems

  Jun 2017 - Jun 2020

  Project Manager

  Produced timely configuration management-related documentation to support project delivery timelines.Executed the back-end configuration of a benefits administrator platform for large companies and corporations, involving tasks such as gathering and analyzing business requirements, designing and implementing configuration solutions, testing and deploying changes, and providing ongoing maintenance and support.Strengthened project management skills through the definition and presentation of system solutions and timelines for addressing business needs or technical challenges.Defined and implemented quality initiatives to reduce risk.Performed performance testing on mobile apps to ensure they meet user expectations for speed, responsiveness, and stability.Analyzed quality and performance data to support operational decision-making.Utilized Gantt charts within Salesforce to schedule and monitor configuration projects, ensuring on-time and within-budget project completions.Participated in departmental meetings to establish short- and long-term strategy.CONTRACT PROJECTSAssistRx - New Medication ReleaseCVS (Omnicare) - System ConfigurationCentene (AcariaHealth Pharmacy) – CRM System ExpansionCentene (Sunshine Health) – CRM System Expansion Optum(United Health Group) - System Upgrade Show less

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  Wells Fargo

  Dec 2020 - Sept 2023

  Escalation representative

  Facilitated meetings, including project kickoff, status, and review meetings, to ensure effective project coordination.Responsible for managing escalated customer complaints companywide, which in some cases may require special handlingSeek ways to determine the appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions onlinePerform moderately complex research to resolve customer issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in the case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standardsReview research evidence and documents to analyze the overall claim pattern, synthesizing data into a professional report that includes recommendations based on the findings Show less

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  Asurion

  Jan 2024 - now

  Technical Support Analyst

  Successfully executed projects to enhance organizational workflows and bolster cybersecurity measures.Facilitated colleague and trainee development by leading team meetings, Agile team huddles, troubleshooting, solution creation, workflow optimization, and addressing help desk inquiries.Established and refined work processes for improved efficiency, adaptability, and security.Troubleshot and resolved configuration issues to ensure seamless functionality and security of software products.Documented configuration changes and updates accurately for reference and auditing purposes.Adhered to company policies and procedures regarding software configuration and data security.Provided real-time technical support to Verizon customers via chat and phone for a wide range of mobile device issues (smartphones, tablets, wearables).Configured and maintained network devices such as routers, switches, and firewalls to ensure secure and efficient network operations.Monitored network traffic and performance to identify and address potential security threats or performance issues.Assisted in the implementation of network security measures, including firewall rules, intrusion detection systems, and VPNs.Reduced network congestion by optimizing network configurations and managing bandwidth allocation effectively. Show less