James Morales

Experience

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  WA Army National Guard

  Jan 1994 - Jan 2002

  Turret Mechanic/Hazmat Trainer

  * Worked as a Turret Mechanic, this involved fixing electric and Hydraulic systems.* Made E-5 Sgt in 2 yrs and graduated AIT top of my class* As a Sergeant I was in charge of 7 to 10 people, including their reviews, write ups, and keeping track of their progress.* In charge of cross training my squad in my job as well as the Hazmat trainer for my platoon.* Attended the Army's Primary Leadership Development Course. This was a two week intensive course that helped train me to be a leader and taught me how to effectively manage those I was responsible for Show less

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  DIRECTV

  Jan 2009 - Dec 2013

  * Worked with the Director of QA to run and implement projects and pilots.* High expert level of proficiency of MS Excel to analyze data, create graphs, determine trends and delivery of data to the right people * Created/trained/maintained a new pilot project in Huntsville that incorporates one QA advisor and the production floor to create further engagement between QA and the rest of the call center.* Created a virtual huddle board for my pilot project, changed and addressed the WILO/DILO to align CIMS with the Pilot project.* Daily/Weekly analysis of NPS data, both online and IVR as well as analyzing CARES! data to determine where to make the best changes to drive proficiency while maintaining engagement. * When working as a Change Manager I Developed a workable implementation plan, Communicate changes effectively, Build commitment and overcome resistance, Prepare and support those affected by change, Monitor transition and evaluate results* Constantly working PR for QA by planning communication strategies and campaigns, organizing recognition events, creating promotional materials, organizing give away events, and liaising with all levels of management about QA* Worked with IT to get Lync Video conferencing started.Expert in the following: NICE Administration, Performance Management (Gateway), and NICE interactions* Developed new methods to train specific learning objectives in a manner that better involves the new employees and increased proficiency.* Extensive and frequent use of “Gateway” system to analyze where we could increase proficiency with all team members.* Preserved excellent attendance and professionalism.* Solid work ethic and extremely fast learner, even with unfamiliar aspects. * Friendly and respectful to the entire team, technicians and customers.* Regularly thinking outside the box in order to improve the stats of my team and to incorporate them into training the site as a whole. Show less * Since becoming a trainer I have broken all classroom records ie. Test scores, QA scores, and overall graduation metrics that were previously held by other trainers* Train 10-22 agents on how to troubleshoot and create a personal connection with our customers* Developed new methods to train specific learning objectives in a manner that better involves the new employees* Developed a new DVD, in my own time, that would better assist the training of agents during their first week in the classroom* Successfully delivered team/ individual instruction and training encompassing employees in both technical and billing groups.* Extensive and frequent use of “Gateway” system to track and coach all team members.* Represented the Denver site on the claims conference calls in order to reduce claims and help other sites improve on this as well.* Created and developed training/ coaching outlines, tracking materials, and agenda to decrease claims in general.* Initiated and developed a new training and coaching agenda to decrease claims rate as a site, during the month of March the site made a 1.5% improvement.* Evaluated the method of the coaching agenda put in place to uncover potential improvements to increase effectiveness for future months.* Preserved excellent attendance and professionalism.* Solid work ethic and extremely fast learner, even with unfamiliar aspects. * Friendly and respectful to the entire team, technicians and customers.* Regularly thinking outside the box in order to improve the stats of my team and to incorporate them into training the site as a whole.* During my time in ISS I was able to get a deeper understanding of how our equipment is installed and how it works.* During my time in NMTS I gained extensive knowledge of “Wild Blue” ,”RIO”, “Wild Blue portal” and knowledge base. Show less

  • Quality Assurance Administrator

    Jan 2009 - Dec 2013

  • Training Specialist I

    Jan 2009 - Dec 2013
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  Army National Guard

  Aug 2013 - Mar 2016

  Surface mechanic
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  Long View Systems

  Mar 2016 - Jun 2019

  As a technical lead I work directly with my companies to navigate issues and to ensure they are getting what they need from us as a service. I also run a team that is solely dedicated to helping those companies. I create and edit documentation to ensure we are doing the best IT work that we can. I write monthly executive reports, handle weekly meetings with both the clients and my team. I also handle customer issues and get them resolved as quickly as possible. IT support

  • Team Lead

    Feb 2018 - Jun 2019

  • Technical Lead

    Aug 2016 - Feb 2018

  • System Consultant

    Mar 2016 - Aug 2016
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  Ping Identity

  Jul 2019 - Mar 2021

  Technical Support Engineer

  Highly motivated and excel at helping customers meet the needs of their end users. Quick to resolve outages and find solutions to problems when working with highly technical individuals. Create custom solutions to increase satisfaction, reliability, and build long term relationships with clients.• Managed cases and customer expectations• Meet quarterly and annual team objectives• Excellent customer service and empathy• Point of Contact for Account teams and executives• Collaborate with additional teams including Professional Services and Customer Success Managers.• Managing Identity & Access Governance including Policy Based Access Control and/or Attribute Based Access Control, and certification Show less

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  Peak Utility Services Group

  Mar 2021 - Feb 2023

  Help Desk Team Lead

  Oversee and manage a help desk servicing 1300+ employees. Overseeing T1-T3 tickets while adhering to ITIL standards and maintaining a high level of customer satisfaction. Negotiating with third party vendors to procure optimum rate of return and support possible for software and hardware. Supervision of employees on performance and improvements.• SSO Implementation specialist• Project Management• Team management and performance • Onboarding and Termination process streamlining• Escalation management• ITIL certified• Negotiation of contracts • MDM Implementation and management• BYOD Implementation and management• Streamlined PC deployment and imaging Show less

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  Damstra Technology

  Feb 2023 - now

  Service Delivery and Training Engineer

  more to come