Carol Gregory Email & Phone Number

Remote / Agile

 Provides escalated technical support via telephone, email, and web portal on function and usage of Pitney Bowes proprietary products, software application issues and resolves complications with system configuration, setup, product functionality and updates. Documents incidents using Sales Force CRM Tool. As Senior Support Analyst assist lower level Support Represents with escalated Customer issues. Main point of contact for z/OS mainframe and CICS maintenance issues including installation and update of software applications, software patches, and testing of patches for engineers and developers. Attends software delivery team meetings. Main point of contact for VeriMove Software working closely with software engineers and developers; documents defects; conducts testing; and spearheads training sessions. Performs quality assurance measures for new software release documentation. Resolving escalated customer complaints without the need for team lead intervention Document troubleshooting & problem resolution steps via knowledge base tech notes and articles. Liaison between software engineers, platform specialist and other support representatives. Share 24x7 On-Call rotation.

Agile / Remote

 Provides escalated technical support via telephone, email, and web portal on function and usage of Pitney Bowes proprietary products, software application issues and resolves complications with system configuration, setup, product functionality and updates. Documents incidents using Sales Force CRM Tool. As Senior Support Analyst assist lower level Support Represents with escalated Customer issues. Main point of contact for z/OS mainframe and CICS maintenance issues including installation and update of software applications, software patches, and testing of patches for engineers and developers. Attends software delivery team meetings. Main point of contact for VeriMove Software working closely with software engineers and developers; documents defects; conducts testing; and spearheads training sessions. Performs quality assurance measures for new software release documentation. Resolving escalated customer complaints without the need for team lead intervention Document troubleshooting & problem resolution steps via knowledge base tech notes and articles. Liaison between software engineers, platform specialist and other support representatives. Share 24x7 On-Call rotation.

Lanham Md

 Served as primary technical support liaison between the company and the customer via telephone, email, or web portal, responding to queries on function and usage of Pitney Bowes products.  Resolved software application issues; system configuration and setup; product functionality and updates. Documented incidents using Siebel CRM Tool. Provided status updates to customers on problem resolution and troubleshooting efforts. Escalated issues when necessary to Level II Representatives in a timely fashion. Maintained the Support mailbox to open new requests or add activities to existing service requests. Assisted Support Representatives with escalated customer issues. Attend product/platform specific internal training sessions.

Us Environmental Protection Agency (Epa) Contract

 Served as the primary point of contact for four EPA program offices responsible for supporting 3,400+ customers, responding to telecommunications service requests. Service requests included interaction with all levels of management on general technical support; project management; phone line installations and moves; site surveys; remedy call tracking; helpdesk support; report manipulation; database monitoring; spreadsheet production; assistance with VoIP; billing account reconciliation; and service level agreements. Responsible for technical writing and extensive technical documentation. Led deployment of AVAYA VoIP including the provision of company training.

Us Environmental Protection Agency (Epa) Contract

 Provided overall management support for 26 satellite locations focusing on the development and implementation of a comprehensive improvement plan. Coordinated the direction of the Customer Service Outreach Team, interacting with all levels of management in the production and service of requirements analyses; performance metrics; troubleshooting; remedy trend analysis; comprehensive reporting; technical approach plans, data management; spreadsheet, charts and table production; remedy system macros; statistical data extraction; service level agreements; customer service and QA LAN plans.

Us Environmental Protection Agency (Epa) Contract

 Responded to Telecommunications Service Requests (TSR) interacting with customer service supervisor and representatives, telecommunications analyst, technicians, and other staff to ensure prompt service. Coordinated telephone line installations; provided help desk support; conducted database updates; researched, tracked and analyzed issues; and call tracking and dispatch.

Washington, Dc - Us Department Of Housing And Urban Development (Hud)

 Provided a high level of technical support within the Department of Housing and Urban Development's (HUD) for the Integrated Disbursement and Information Systems (IDIS) end user community. This high-impact role included data extracts and manipulation; problem resolution; one-on-one user assistance, diagnosis, isolation and classification of issues; issue escalation; tracking analysis reporting; production of verbal and written presentation; call tracking and reference manual updates.

Columbia, Md

Washington, Dc

Washington D.C. Metro Area