- Provides front-line and back-end technical support to users in multiple geographic regions within the United States.- Provides training and instruction to users in one-on-one settings.- When necessary, identifies appropriate escalation paths, and engages appropriate resources to drive reported issues to resolution.- Responds promptly to support requests. Provides an on-call point of contact; activates after-hours response plan when and where appropriate.- Prioritizes requests according to business criticality to achieve prompt resolution within SLA.- Exported data out of a legacy system using SQL.- Manages Windows Server 2016/2019, performing regular maintenance and updates.- Provides network support, addressing connectivity issues and optimizing network performance- Manages Active Directory and DHCP services.

- Handle email reports, web-to-case reports and customer calls regarding technical issues related to the use of the Veracode service.- Learn/support the standard Veracode service and Veracode APIs.- Re-produce and resolve complex technical issues in a timely manner.- Achieve proficiency of Veracode’s CRM system to log, track, and manage reported issues.- Create knowledge base articles to enhance the reuse of technical knowledge.- Create and maintain application notes.- Deepen your knowledge on application security concepts.- Transfer knowledge to customers and co-workers.- Work with the Veracode product strategy team to file and track customer enhancement requests.- Train and mentor junior team members.- Represent Support as an SME on group and organizational projects.

- Responsible for application support, including triaging and identifying issues and their root causes, debugging, developing, and suggesting workarounds and solutions.- Promptly answer online, telephone, and email queries, in line with the company’s SLAs, while applying exemplary customer care, ensuring tickets and clients are kept regularly up-to-date on status through to resolution.- Experience troubleshooting and debugging with MySQL.- Deliver high customer satisfaction and NPS through end-to-end management of each request.- Collaborate with other technical support engineers to resolve more complex issues that require escalation.- Liaise with internal teams such as DevOps, Development, QA, Deployment, Account Management, and Product as needed.- Provide support to team, colleagues, and management on technical and process-related matters.- Create reports as and when needed by other teams.- Conduct internal and external knowledge-share sessions when required.- Contribute to Knowledgebase and other knowledge systems on an ongoing basis.- Operate as part of an international team, providing extended hours of coverage to Lumeon customers (both UK and US-based) and be part of global on-call rotations.- Support the migration of clients from their existing healthcare systems into our SaaS product.

- Handle email reports, web-to-case reports and customer calls regarding technical issues related to the use of the Veracode service.- Learn/support the standard Veracode service and Veracode APIs.- Re-produce and resolve complex technical issues in a timely manner.- Achieve proficiency of Veracode’s CRM system to log, track, and manage reported issues.- Create knowledge base articles to enhance the reuse of technical knowledge.- Create and maintain application notes.- Deepen your knowledge on application security concepts.- Transfer knowledge to customers and co-workers.- Work with the Veracode product strategy team to file and track customer enhancement requests.- Train and mentor junior team members.- Represent Support as an SME on group and organizational projects.

Troubleshoot, resolve, and document client issuesProvide onsite and remote support for varying IT incidents and requestsInteract with customers and perform customer trainingGuide troubleshooting over the telephone, email, and chatFacilitate and own escalations with vendors and other third partiesAssist in training and mentor new hires to the teamUnderstand and abide by all internal and client security and operational policiesAbility to use ConnectWise as ticketing system and CW Automate.

Developing effectively relationship and communicated the scope of work to all practices.Support all Private practices, Installing Citrix Receiver 4.3.1 and Dragon Reader.Install and troubleshoot a variety of printer.Configure and Mapping Printer and Labeler to their Network system.Installing switches, routers and set up wireless access for the practices.Manage inventory for all Offices using Excel Spreadsheet and Visio.Assisting a System Administrator installing and configure Sonic Wall Firewall.

Configuration and maintenance of computers and network of customer’s.Support in Windows, MacOS and Office.

- Responsible to maintenance Servers, Physical Network, Backup Policy, Network and Data Security.- Administration and maintenance of SQL Server 2012 Databases (DBA).- Assist the implementation of Virtualization Project of all servers with Hyper-V at August/2012.- Assist of developing and implementation of tool to import XML of CT-e to system RM (TOTVS).

- User’s support at ERP RM Sistemas (TOTVS)- Develop and maintenance of reports at system and SQL language.

- Installation, Maintenance and User’s support of Cisco IP Telephony through Call Manager.- Configuration of routers and switches Cisco.- Develop and maintenance of IVR’s through Cisco Unified IP IVR.- Development and maintenance of telephony at SQL Language reports.

- Implementation and User’s support at ERP RM Sistemas (TOTVS).- Development and maintenance at system and SQL Language reports.