Provide technical expertise to test and develop software components and products that support H&R Block business applications.  Using tools, languages, coding standards and best practices to develop the testing of new product features and maintain year-over- year product functionality and enhancements.  Create and executes automated tests, troubleshoots and addresses defects. In addition, assisting in planning and implementation of a strategic direction for the product.

IT Support Agent within SAPThe first point of contact for all internal SAP employees for infrastructure based issues. Ensuring that all IT incidents are resolved and Services Requests are fulfilled within a given SLA. This is carried out in process driven environment by utilizing Knowledge Bases and collaborating with 2nd and 3rd level teams on a regional and global basis.Rolls and responsibilities Include:Fully qualify all incoming calls and support tickets in adherence to SLA.Apply solutions, workarounds, patches and fixes in line with established standards and best practices.Effectively dispatch unresolved tickets to the correct organisations and resolver groups.Update the internal knowledge base with new solutions and fixes.Ensure compliance with all security standards and policies.Technical skills:In depth knowledge of Microsoft Outlook 2013 with Exchange Server Backend.Password administration using Active Directory.Remote Access.RSA SecurID card / Soft tokens and Hard tokens.VPN.Citrix.Networking – LAN, WLAN, Proxy.Mobility.iPhone / iPAD / Android and Exchange Active Sync.Blackberry / BES and Blackberry Enterprise Activation.