James Grimes

Enterprise Tech Support Senior Analyst at SonicWall Inc.

Role: Enterprise Tech Support Senior Analyst at SonicWall
Location: Dallas-Fort Worth, TX, US
LinkedIn followers: 500 followers

Information TechnologyView LinkedIn profile

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.

Experience

Enterprise Tech Support Senior Analyst
SonicWall
Sep 2019 — Present · Dallas-Fort Worth, TX, US

Contact information

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Current company

Razorpay

4K employees · Bangalore, Karnataka, India

Power your finance, grow your business. Razorpay is India’s first full-stack financial solutions company. We are on a mission to enhance the payment experience of over 300 million end consumers. And in doing so, we aim to enable Indian businesses - big and small - accept payments digitally with minimal effort and maximum ease. Razorpay has grown from being a payment gateway provider to a solutions-driven organization boasting of an extensive products suite to accept and disburse payments as well as raise capital and park money. In a nutshell, we fit into every nook and corner where your business touches money. #OutgrowOrdinary We identify ourselves as disruptors in the digital payments space and our vision is to power the financial ecosystem for other disruptors. Like attracts like and Razorpay actively looks to partner with established companies and startups that have either broken the glass ceiling in their industry or are set to. The Razorpay Product Suite today comprises verticals, along with Payment Gateway, like Payment Links, Payment Pages, Subscriptions, Smart Collect, Route, Razorpay Capital, RazorpayX, Payroll and Thirdwatch. Razorpay was started in 2014 by two IIT Roorkee alumni, Harshil Mathur and Shashank Kumar. Just a short few years later, Razorpay has evolved into a 800-odd strong organization with some of the best talents in the country helping some of the best companies manage their money movement seamlessly. Certified cool We are a bunch of spirited, ambitious and fun folks. And no, we’re not saying this ourselves--leading institutions have recognized Razorpay for the high trust and high-performance culture that we maintain. Our strength lies in the people we are and we go to great lengths to nurture a family of coders, designers, sellers, marketers, analysts, writers, runners, photographers, gamers, tinkerers, and above all, people who are dreamers and doers at the same time. Be a part of our exciting journey.

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