v Install, troubleshoot and resolve problems on a wide variety of commercial and proprietary software via telephone and on-site support.
v Troubleshoot and resolve escalated problems with network connectivity involving local and wide area networks.
v Identify, research, and resolve system data integrity issues/anomalies.
v Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.
v Document product problems and their resolutions in a solutions database for future analyst reference.
v Test new product releases and\or enhancements.
v Maintain and build websites (through Webtizements, Inc.)
v Lead the work of others and provide training in commercial and proprietary software, provide guidance on company and department policies and procedures, facilitate workflow between departments, and lead assigned project tasks.
v Coach and mentor.
v Assign tasks to support analysts, track and report progress, monitor key success indicators and report adverse trends to management.
v Prepare written and oral presentations on software, product enhancements, and assigned projects.
v Stay abreast of technology developments, identify potential impact to the existing technology environment, and disseminate information to appropriate entities.
v Train and continuously monitor employee status with reference to programs as well as business relations.