Head of technical support department providing remote and phone support to blind and low vision end users as well as government and institutional clients, primarily with an assistive technology focus. Duties include working with government entities, training and directing support employees, defining and implementing support policies, operating as the highest tier of support, some R&D, and technical writing.

Remote and phone technical support with a focus on assistive technology software, Microsoft Office, general operating system and hardware support, covering Windows, Mac, iPhone, and Android. New computer system setup. Repair of broken hardware.

Software development, both web and desktop (PHP, jQuery, JavaScript, HTML/CSS, C#, VB.NET). Assorted R&D tasks, primarily focused on integration of custom user input devices with various platforms, hardware, and software. Installation and maintenance of business systems such as project management software (Countersoft Gemini), and revision control system (Apache Subversion), as well as maintenance of web server. Design, creation, and building of all company software installers using InstallShield. Email and phone support for the highest escalation of technical questions and issues. Technical writing (technical marketing materials, help files, support and documentation articles, and web copy).

Oversee small technical support and internal IT department, including training new support employees. Log and analyze support data to recognize trends and potential problems. Phone and email support of computer peripherals and related software, to developers, consumers and businesses. Maintain office computers and servers. Assist coworkers with technical problems. Field pre-sale technical calls and complete sales. Process return authorizations, test returned computer hardware, and complete minor repairs. Act as liaison between support department, marketing team, and engineering team. Light programming tasks (VB.NET, XML, C++), including custom scripting for customers, maintaining software installers, and maintaining and adding assets to hardware configuration software. Software QA, including test planning and execution, as well as bug reporting. Compose technical documents, including marketing materials, support and documentation articles, and web copy. Unofficial official proofreader. Order processing and shipping backup.