• Diagnose hardware and software problems associated with information systems and networks• Perform software upgrades and system recovery operations remotely• Interact with Field Service Technicians to resolve complex issues• Provide support to end users of Physio-Control's Data Solutions software and devices used to communicate with the applications, including cardiac defibrillators, monitors, cellular/wireless modems, and accessories used for data transmission such as cabling and Bluetooth functionality• Handle escalations from lower tier support during business and after hours while on-call• Write Linux commands in PuTTY to troubleshoot Cellular modems.

• Assisted sales department in winning contracts with clients and improved customer retention by building on client relationships using Google Analytics• Manage major software releases for both Enterprise and non-Enterprise clients• Onboard new clients and new employees• Direct and manage projects throughout the full project Life-Cycle including scoping, estimation, planning, scheduling, overseeing the development and testing process, and delivering final code• Delivered thorough QA testing reports that determined product quality and release readiness.• Ensure project deliverables are on time and on budget while meeting customer satisfaction expectations• Write queries in SQL to check for data analysis and extraction• Create and maintain critical support documentation in Knowledge Base• Configure SSO/SAML for external clients

• Ensure department SLA’s and support coverage is maintained per contractual obligations• Develop training materials and trained incoming employees in software used by company to support our end users• Provide Tier 3 support for external and internal clients throughout the country over the phone, chat, and email• Check error logs through splunk to help customer resolve ongoing issues• Support web conferencing applications on SaaS platform • Participate in on-call rotation to provide after-hours emergency support• Perform QA testing on proprietary software and coordinated with development in fixing bugs• Utilized CRM(Salesforce, Jira, and Extraview) for tickets, documenting, escalating, and resolving tickets and ran queries using JQL

Provided single point of contact to report problems and assist to raise service requests.Provided training to new employees on internal database systemsHandled escalations from lower level supportProvided support to resolve user concerns with specific applications, including Windows, Microsoft Office, Peoplesoft, Osiris, Heat, SharePoint, and other proprietary applications