James Grasso

Lead, Siebel Training and Support, Quest Software, Inc.

I've been at Quest Software for 4 years, working with the Siebel Training and Support Team. My current role is Team Lead. My primary responsibility is to support the Siebel application for sales representatives around the world. This entails the fielding of phone calls, email, and in-person interaction with members of the sales force in an effort to assist or solve problems with the application. I also develop and maintain our internal IQ website, create training materials in print, online, and multimedia formats, perform application testing for patches to Siebel, and troubleshoot assignment manager rules and policies. In my tenure here, I've also assisted in the research, development, and deployment of the Siebel 7.7 upgrade, as well as ongoing efforts to improve the system through enhancements and upgrades.