Customer Support Manager, Configuration Center

    Orlando, FL

What’s your work-life philosophy?
Don’t assume anything. Don’t take anything personally. Always do your best.

What do you like best about working at UDT?
Everyday we have the opportunity and privilege to help people achieve their goals and actualize themselves by providing them customized UDT services and devices. Devices and services that are an integral part of people’s day-to-day lives. This includes devices being used by students to learn in the classroom and take standardized tests; administrators and executives depending on their devices to be ready to go every day, but knowing that UDT is ready to resolve any of their issues through help desk support to hot spares pools and warranty support; and IT Departments being able to sleep at night aware that they have a partner with a support structure that is ready to assist 24/7 365.

How can clients better embrace imaging, etching, and asset tagging technology?
I find clients look at these three services independent of each other. Often this is because different departments in an organization govern each service separately, and for their exclusive means. Instead, these three services really do run hand in hand with each other, and the effectiveness of each service is dependent on the other. Therefore, clients, as an organization, should be promoting a more cohesive view of these three services, and all UDT services, to make best use of their funds, and to promote efficiencies between departments, which will allow the entire organization to be more effective together.

What is the next big idea for technology in the configuration center?
Analytics and reporting. We want to continue the initiative to empower our clients to excel and achieve on their journey of Lifecycle Management. This is done by having the right reporting and analytics readily available to make good choices. UDT continues to refine our analytics and reporting capabilities, via our UDT Asset Tool, by consulting with our clients to document their goals, customizing the UDT Asset Tool to record the data needed to monitor their goals, and then providing the reporting and analytics to track their progress.

What technology needs keep you up at night?
When a person is not functioning because their device is not working or their device has not been delivered yet.

What is the best professional advice you would give?
Listen more. To listen is to communicate. You will be able to better understand expectations and know how to achieve them.

People would be surprised if they knew you…
I am actually an introvert. I have a passion for helping people and enjoy serving clients, but I re-charge my batteries, have the best brainstorming sessions, and get general enjoyment when having my alone time.

James understands the importance of listening to customers believes that analytics and reporting is the next big idea in IT enjoys helping customers achieve their goals