James Coon

Experience

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  Nationwide

  Sept 2000 - Apr 2018

  • Developed, tested, documented, and implemented with accuracy, small to medium sized projects consisting of routing changes for voice, chat, and email strategies.• Wrote moderately complex queries using joins in Toad for Oracle to extract and analyze call data to be used in troubleshooting, validating changes, and to produce reports for business partners.• Consulted with business partners to discern the needs of the business and provide solutions to fit their needs.• Trained Tier 2 and Tier 3 Run Support individuals regarding routing configuration requests.• Analyzed and designed telephony changes needed for projects.• Frequently consulted as an expert knowledge source for Genesys routing and Computer Telephony Integration by multiple groups throughout the organization. Show less • Performed the role of Developer which entailed modifying Genesys routing strategies and configuring list objects in Genesys Configuration Manager.• Imported data into Microsoft Excel transforming the data using different techniques (filter, pivot, VLOOKUP) to build reports for business partners.• Conducted analysis and provided resolution support of escalated Tier 2 Run Support issues.• Trained team members on various requests such as routing changes, creation of CC Pulse views, and Genesys skills administration.• Tested and validated scripted software install packages for supported applications.• Primary individual responsible for authoring, reviewing, and updating knowledge base articles. Show less • Streamlined Softphone and Ticker installation by creating batch files and building an internal website to access the installs.• Demonstrated initiative by learning how to build/rebuild CC Pulse reporting views to aid developers with releases.• Key contributor in establishing and documenting the processes and procedures of the Run/Support Team.• Effectively initiated solution to migrate routing configurations used for Holiday Routing to a separate configuration list which simplified the changes, reduced risk, and allowed the work to be distributed.• Ensured successful transition to support for medium-sized projects by consulting with developers, documenting the changes to production, and advised the Run Team of the changes.• Facilitated others with troubleshooting incidents and provided guidance on configuration requests. Show less

  • Specialist, IT Applications – Genesys Call Routing Developer

    Jan 2015 - Apr 2018

  • Specialist, IT App Development - Tier 3 Run Support

    Jun 2011 - Jan 2015

  • Sr Developer, IT Applications • Tier 2 Run Support

    Mar 2007 - Jun 2011

  • Analyst, Desktop Services

    Sept 2000 - Mar 2007
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  Wells Fargo

  Apr 2018 - Sept 2019

  Digital Consultant

  • Wrote moderately complex queries using joins in SQL Server to extract and analyze call data to be used in troubleshooting, validating changes, and to produce reports for business partners.• Consulted with business partners on small to medium sized projects gathering and documenting requirements for routing changes.• Reviewed requested changes with technology partners and performed post implementation validation.

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  Journey Church

  Sept 2019 - Oct 2021

  Children's Director

  • Develop and implement K-5 Sunday morning service, outreach, recreation, fellowship, and discipleship programs.• Recruit and equip volunteers for K-5 ministry.• Develop and oversee curriculum selection.

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  Johnston Community School District

  Apr 2021 - May 2022

  Technology Specialist

  • Diagnose, repair, and provide technical assistance for audio visual, electronic equipment, computers (both Macintosh and Windows), and peripherals.• Manage computers and iPads using Mobile Device Management (MDM) software.

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  Innovation Refunds

  Jul 2022 - Feb 2024

  Apple Systems Administrator

  • Configure and manage company assets via Jamf Pro MDM ensuring OS and applications are current.• Setup application access, provision hardware, and orient new employees to their computer equipment and system access.• Troubleshoot system and hardware issues for current employees.• Package software, build scripts and policies within Jamf Pro for software deployment/management.• Administer accounts in Okta.