James Rawlings
Software Support Manager at OPIE Software- Claim this Profile
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Bio
Credentials
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Scrum Product Owner
ScrumAlliance
Experience
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OPIE Software
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United States
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Software Development
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1 - 100 Employee
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Software Support Manager
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Jan 2021 - Present
Manage staff of 12 Technical Support Agents who work directly with clients, supporting multiple products. Create and update department policies and procedures to streamline the support process. Apply principles of Knowledge Centered Support and agility. Support online self help portal providing access to thousands of solutions
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Technical Support
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Jul 2016 - Present
Joining the Opie Software Technical Support team.
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Greenway Heathcare
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United Kingdom
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Manufacturing
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1 - 100 Employee
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Senior Product Analyst
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Jul 1993 - Apr 2016
Triage client issues to asses severity and organize product backlog. Using Scrum and Kanban development methods, maintain the product backlog and coordinate sprint planning for defect resolution. Work closely with client facing support staff and clients to resolve software issues. Often this involves helping the client understand what they really need in reporting or custom work. Create client deliverable additions to the base system and "one-time" data correction… Show more Triage client issues to asses severity and organize product backlog. Using Scrum and Kanban development methods, maintain the product backlog and coordinate sprint planning for defect resolution. Work closely with client facing support staff and clients to resolve software issues. Often this involves helping the client understand what they really need in reporting or custom work. Create client deliverable additions to the base system and "one-time" data correction utilities. Provide assistance to development staff to address software defects and enhancements. This entails reviewing product event logs, development of custom utilities and scripts to capture specific information required to determine underlying cause of the client complaint. Develop and document processes used by Production Support Team to efficiently process client issues. On my own initiative I created a PST Reference Guide in order to resolve how-to questions for various situations which arise, The PST Reference Guide is very comprehensive and has grown to over 80 pages. Processes I developed became the standardized processes across multiple support groups. Show less Triage client issues to asses severity and organize product backlog. Using Scrum and Kanban development methods, maintain the product backlog and coordinate sprint planning for defect resolution. Work closely with client facing support staff and clients to resolve software issues. Often this involves helping the client understand what they really need in reporting or custom work. Create client deliverable additions to the base system and "one-time" data correction… Show more Triage client issues to asses severity and organize product backlog. Using Scrum and Kanban development methods, maintain the product backlog and coordinate sprint planning for defect resolution. Work closely with client facing support staff and clients to resolve software issues. Often this involves helping the client understand what they really need in reporting or custom work. Create client deliverable additions to the base system and "one-time" data correction utilities. Provide assistance to development staff to address software defects and enhancements. This entails reviewing product event logs, development of custom utilities and scripts to capture specific information required to determine underlying cause of the client complaint. Develop and document processes used by Production Support Team to efficiently process client issues. On my own initiative I created a PST Reference Guide in order to resolve how-to questions for various situations which arise, The PST Reference Guide is very comprehensive and has grown to over 80 pages. Processes I developed became the standardized processes across multiple support groups. Show less
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Sage
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Australia
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Media Production
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Senior Product Analyst
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Jul 1993 - Nov 2011
Work closely with client facing support staff and clients to resolve software issues. Provide assistance to development staff to address software defects and enhancements. Change in company due to sale of and re-naming of Sage Healthcare Development company. Work closely with client facing support staff and clients to resolve software issues. Provide assistance to development staff to address software defects and enhancements. Change in company due to sale of and re-naming of Sage Healthcare Development company.
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Equinox Systems
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United States
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Appliances, Electrical, and Electronics Manufacturing
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1 - 100 Employee
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Lead Software Developer
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Jan 1983 - Jul 1993
Lead development for User Interface on matrix data switching systems. Software was embedded in the product requiring close attention to resource utilization and compact code. Lead development for User Interface on matrix data switching systems. Software was embedded in the product requiring close attention to resource utilization and compact code.
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Racal-Milgo
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Telecommunications
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1 - 100 Employee
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Software Developer III
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May 1977 - Dec 1983
As part of a newly formed software development group implemented a centralized network control center for modem, multiplexes and other equipment. Designed and implemented disk management and cache system. As part of a newly formed software development group implemented a centralized network control center for modem, multiplexes and other equipment. Designed and implemented disk management and cache system.
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Computer Science Corporation
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Computer Networking Products
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400 - 500 Employee
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Software Developer
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Feb 1976 - May 1977
Designed and implemented functions for US Navy's Orion airborne platform. Created a report generation language allowing end users to customize the system. Designed and implemented functions for US Navy's Orion airborne platform. Created a report generation language allowing end users to customize the system.
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Education
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1974 - 1976
University of Maryland College Park
BS, Computer Science
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