James Grimes

Background

About James Grimes

Always been an IT guy. I am detail-oriented and own the issues with which I’m trusted with a get-it-done bent. My technical knowledge strong suit is computer networking and security. I like figuring out the puzzle of something not working right and putting it the way it needs to be. I have provided support in person as well as remotely by computer or phone. I like to stretch my knowledge base. I am studying ICND2 right now to get my CCNA. I understand the business consequences when something is not working as it should. Tech support involves with being able to communicate with and provide tech support that people will value and trust. When people don’t trust IT support, they try to live with or work around the issue. That just doesn’t work, for anybody. I like being the guy that people feel they can trust to help them with their issue. Support doesn’t, and can’t, stop when the service ticket is closed. I tried to ingrain these attitudes into the students that I taught. I also feel that sharing knowledge among tech support coworkers is key to a well-functioning support unit. Not only did I try to teach my students what they needed to know to pass IT certification exams but also be good IT people. I have worked as a supervisor for phone support on two different occasions. I know what it takes to train and motivate people to be better and foster a cohesive unit. Everyone has to be ready to listen and learn. Here is my attitude for tech support in two points: 1) If it is broken or not working as it should, fix it fast so people can get back to work. Figure out the why after. 2) If it is not broken, figure out how to improve it. Now you know my mind.