• Facilitate requirements and design sessions for small and medium scope projects and participate in the requirements and design sessions for large scope projects.• Develop process flows, system flows, and data models using modeling and process tools.• Maintenance of associated websites for implementation of processes for internal and external clients and ensure deliverability of services.• Point of contact between organizational units to ensure standard operating procedures are communicated in a timely manner•Maintenance of technical knowledge databases to ensure resolutions to issues are concise, accurate, and accessible by primary, secondary, and tertiary agents.

• Developer of accessible Tier II knowledge base to ensure accurate practices from initial contacts.• Maintenance of technical knowledge databases to ensure resolutions to issues are concise, accurate, and accessible by primary, secondary, and tertiary agents.• Maintenance of associated websites for implementation of processes for internal and external clients and ensure deliverability of services.• Experienced methodology of resource gathering and material study for the creation and implementation of written and visual technical materials for the usage by primary and secondary agents to remedy client system issues, ensure availability of services, and provide delivery of proprietary items.• Point of contact between organizational units to ensure standard operating procedures are communicated in a timely manner

~Experienced methodology of resource gathering and material study for the creation and implementation of written and visual technical materials for the usage by primary and secondary agents to remedy client system issues, ensure availability of services, and provide delivery of proprietary items.~Maintenance of technical knowledge databases to ensure resolutions to issues are concise, accurate, and accessible by primary, secondary, and tertiary agents.~Point of contact between organizational units to ensure standard operating procedures are communicated in a timely manner.

~Maintain knowledge of current and future proprietary software/hardware to direct clients on the best course of action with the issues at hand.~Troubleshoot and remedy client computer issues; including OS reinstalls, data recovery/backup, software installations, and e-mail related issues. ~Handle inquires regarding availability of service and delivery of proprietary items

~Maintain knowledge of current and upcoming technological advances to give clients the best advice on hardware upgrades and software choices.~Troubleshoot and remedy client computer issues, including OS reinstalls, data recovery/backup and virus/malware cleanup. ~Perform hardware upgrade installations and repairs for clients.

~Assisted patrons with inquiries regarding locations, research, and availability of periodical and reference material. ~Handled patron issues/complaints with careful communication and active listening to accomplish positive outcomes. ~Provided organization and management of the Reference and Periodical departments.