1. JA M ES D. DEM ING
4 Brookside Ave. 973.600.9840
Hackettstown, NJ 07840 demjam09@yahoo.com
CLIENT TECHNICAL SUPPORT PROFESSIONAL
Top-performing Technical Support Professional and service expert dedicated to providing second to none customer
service in corporate and virtual environments. Technically advanced leader with expertise in communication and
team development specializing in data analysis, client resolution, and time management. Critical thinking facilitator
with the innate ability to seek out new challenges and handle tasks with accuracy and efficiency.
Areas of Expertise
 Technical Analytics
 Troubleshooting & Customer Service
 Quality Control Analysis
 Complex Problem Solving
 Operational Analysis
 Vision CRM
 Impact 360 Scheduler
 Microsoft Office and Apple Products
 ADP Etime
 Bomgar
 Visio and VMWare
 SQL
Key Skills Assessment
MANAGEMENT & LEADERSHIP – Train, develop, and lead Associates and Analysts on policies and implementations on
both technical and procedural aspects in both a hands-on and virtual customer service oriented environment.
Maintain exceeding metrics as required in a call center to meet customer expectations such as call mentoring,
interactions per hour, first call resolution, and customer response survey scores. Direct point of contact for critical
clients to reach client goals and reach resolution.
TECHNICAL CLIENT SUPPORT – Automotive dealer service expert providing technical support and customer service,
on-site and virtually to meet the technological demands of clients and organization by adapting to different roles daily.
Training – Authored the technical Analyst II and III promotion knowledge and skills exam. Mentored and trained
associates onsite and virtually nationwide across the organization.
Professional Experience
CDK GLOBAL (FORMERLY ADP DEALER SERVICES), HOFFMAN ESTATES, IL 2004 – PRESENT
CLIENT TECHNICAL ANALYST IV
 Lead Analyst supporting 26,000 automotive retail locations including 10 support center infrastructures; maintain
data transaction records of communication, problems presented, actions taken and installations via Vision CRM
 Client Liaison for all automotive dealer software and hardware inquiries and operational functions
o Exceed resolution metric goals in all defined assigned mediums such as call, chat and ease submissions
 Key Analyst for critical clients to analyze issues, execute solutions and provide a positive customer experience
 Support users during pilot and testing phases for all new products in field test programs
 Integral member of training team providing leadership, support, training and mentoring
o Support onboarding by training and mentoring new hires in 2 support regions
o Provide analytical leadership to both new and tenured associates on technical and procedural policies
 Assist management as “back-up” relief and “go-to” Technical Analyst for team of 10-15 Associates
o Team Coach/Supervisor providing support and direction to ensure 100% customer satisfaction
o Client Account Manager for escalated client concerns
o Workflow Coordinator to ensure steady stream of work with priority and equal team distribution
 Facilitate training nights for Analysts to review workload, identify key areas of training opportunities, and execute
resolutions; promote open communication between colleagues and clients for improved customer service
 Coach and develop team on new product development and proper protocols for group chat rooms and call centers
Education & Training
Bachelor of Science in Technology Management
PENNSYLVANIA COLLEGE OF TECHNOLOGY, AFFILIATE OF PENNSYLVANIA STATE UNIVERSITY
Williamsport, PA | December, 2015

2. James Deming Resume, Page 2
Associate of Applied Science in Auto Service Management
PENNSYLVANIA COLLEGE OF TECHNOLOGY, AFFILIATE OF PENNSYLVANIA STATE UNIVERSITY
Williamsport, PA | May, 2000
Programming Studies for Visual basic and SQL languages, Kaplan University, 2010
A+ Networking Fundamentals, Bloomfield College, 2005