James Flaherty

Background

About James Flaherty

I have developed a comprehensive blend of customer service & IT Support skills over 20 years in the industry. This includes 14 years experience with one employer, six years in a customer service environment and eight years in IT Support. In that time I was consistently rated as a reliable and achievement oriented employee. Practical hands-on experience has enabled me to better care for our clients with both honesty and integrity. Having a business background enables me to more clearly understand and empathise with clients. I am able to explain their business issue clearly from an IT perspective providing the necessary information that is required from a 2nd level support perspective, if the issue cannot be resolved at 1st point of contact. I have the skills to deliver superior customer service and develop excellent working relationships with both workmates & clients. I have noted some technologies I have utilized and have experience with: Call logging systems: Quetzal/Venice (heat)/Remedy/Zendesk/JIRA/Ivanti Issueview Altirus/SCCM Citrix RSA Authentication manager Window remote assistance tool Ms Office communicator Experience with IPTEL (Cisco)/AVAYA phones Avaya One X Agent/3CX/iiNet Softphone Management System's Active Directory VM Infrastructure client (managing virtual machines) Outlook Corporate Gmail XP, VISTA, WIN7 Exchange 2003 & 2010 VPN