Oversee the day-to-day operations of the software support team. RNL's first tier of support who advises and guides internal and external users of our software suites.

Assist both Software and SaaS clients in their implementation, deployment, and testing efforts of software, hardware, and telephony systems.Tasks including but not limited to:-- Overseeing software installation for new and upgrades for existing on-site CAMPUSCALL clients.-- Configure, test, maintain and troubleshoot telephony systems and components.-- Coordinate hardware purchases.-- Test, develop and update installation documentation for software, hardware, and telephony systems.-- Coordinate data preparation and transfer between CAMPUSCALL and customer database/CRM systems.-- Conduct and participate in implementation planning meetings.-- Conduct post-implementation follow-up.

Assist Clients in the installation and testing of CampusCALL Phonathon and related software during peek implementation periods. Analyze, troubleshoot and resolve basic issues arising from internal/external users of CampusCALL software during peak support times. Involves basic data analysis and manipulation, database maintenance and application configuration duties. Requires use of discretion to effect timely solutions of problems in order to ensure customer satisfaction and eliminate downtime for clients.Tasks included but not limited to.-- Conduct remote and/or on-site software installation for new and existing clients.-- Develop, update, and test new installation documentation.-- Participate in per-implementation planning meetings.-- Conduct post-installation follow-up to internal and external personnel.-- Provide technical assistance to software client base.-- Respond to user request for service and determine nature of support needed.-- Resolve software problems for clients via telephone, from a remote location or on-site.-- Investigate error messages and perform minor repairs to hardware, software and peripheral equipment, following design or installation specifications.-- Configure, maintain, and answer inquiries regarding computer software and hardware operations.-- Maintain record of daily data communication transactions, problems and remedial actions taken, and installation activities.

I work with a team of support representatives to answer questions, troubleshoot issues, and fulfill work requests for Ruffalo Noel Levitz's internal and external software users.Tasks include but not limited to.-- Data analysis and manipulation.-- Database maintenance and application configuration duties.-- Use of discretion to effect timely solution of problems in ensure customer satisfaction and eliminate downtime for clients.

I overlooked a team of over ten Non-Profit Representatives.Tasks included but not limited to.-- Setting up calling assignments.-- Tracking statistical data and reporting against it.-- Monitoring calls and working closely with my team on improving call quality and hitting team and individual goals.

I was responsible for assisting my supervisor on a day to day basis as well as continuing the expectations of being a Non-Profit Representative.Tasks Included but not limited to.-- Compiling a comprehensive shift summary wrap up each night.-- Assisting the Supervisor with calling assignments and pre shift duties-- Team coaching responsibilities.

I worked on a team of Non-Profit Representatives that called on behalf of a number of different organizations including Colleges, Universities, and religious organizations.Tasks include but not limited to.-- Soliciting donations from alumni or group members. -- Tracking statistical data.