Support VisionLink’s CommunityOS software for non-profit groups such as American Red Cross, New Mexico Teacher’s Association, Texas 2-1-1, Pennsylvania 2-1-1, and Nevada 2-1-1. • Assist users with custom reports and data exports.• Investigate Content Management System (CMS) field and form issues on live web pages.• Resolve Customer Account access and permission issues.

Functional support on client specific inquiries and integration processes for IQNavigator software. Identify and resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; explaining the best solution or workaround to solve the problem; expediting the escalation of the issue if needed and follow-up to ensure resolution. Troubleshoot and answer difficult system questions and issues. Track issues in IQNavigator's internal support tool.

Versatile Technical Services Professional known for creating customer satisfaction and retention through strong communication skills. Proven ability to resolve complex problems, leveraging innate curiosity and determination to drive solutions. Self-motivated individual contributor and team leader known for inspiring excellence. Proven ability to multi-task in time sensitive situations, using judgment to prioritize severity of issue and sensitivity of problem. Internal client advocate and… Show more Versatile Technical Services Professional known for creating customer satisfaction and retention through strong communication skills. Proven ability to resolve complex problems, leveraging innate curiosity and determination to drive solutions. Self-motivated individual contributor and team leader known for inspiring excellence. Proven ability to multi-task in time sensitive situations, using judgment to prioritize severity of issue and sensitivity of problem. Internal client advocate and flexible, trusted team-player relied upon for shift-work, weekends, holidays, and on-call assignments. Travel ready. Show less

Supported Positron telephony hardware, software, recording, and mapping products for E9-1-1, Public Safety Access Points (PSAPs). Provided initial response and troubleshooting for customer issues, dispatched field techs as necessary, documented and closed trouble tickets. Documented procedures and assisted team projects. • Ensured system health by monitoring 9-1-1 call centers across USA and other countries, creating trouble tickets as needed.• Reduced response time and repeating… Show more Supported Positron telephony hardware, software, recording, and mapping products for E9-1-1, Public Safety Access Points (PSAPs). Provided initial response and troubleshooting for customer issues, dispatched field techs as necessary, documented and closed trouble tickets. Documented procedures and assisted team projects. • Ensured system health by monitoring 9-1-1 call centers across USA and other countries, creating trouble tickets as needed.• Reduced response time and repeating alarms by ticketing problems persistently. Standardized and documented procedure for monitoring PSAP system health via email. • Decreased open ticket volume by 50% by teaming to identify duplicates, grouping tickets by client to resolve more quickly and prioritizing higher volume clients. • Improved adherence to Service Level Agreements (SLAs) and increased customer satisfaction by working diligently to resolve each contact to achieve first call resolution. • Enhanced productivity by resourcefully using a variety of connectivity products, including: VMWare, PCAnywhere, RemotelyAnywhere. Gained access to trouble sites for Level 2 support staff to speed problem resolution. • Ensured continuity of revenue by supporting over 3000 client sites with varying Service Level Agreements. Show less

Supported Omnidex and related DISC database indexing products for clients worldwide on UNIX, Windows, MPE, and VMS operating systems using Oracle, Informix, TurboIMAGE, SQL Server, and flat file DBMS. Trained customers and peers in use of Omnidex indexing products. Consulted with clients for specific projects.• Resolved repeat software issues by writing programs, prototyping databases, and teaming with programmers across departments.• Reorganized Omnidex training class, reducing… Show more Supported Omnidex and related DISC database indexing products for clients worldwide on UNIX, Windows, MPE, and VMS operating systems using Oracle, Informix, TurboIMAGE, SQL Server, and flat file DBMS. Trained customers and peers in use of Omnidex indexing products. Consulted with clients for specific projects.• Resolved repeat software issues by writing programs, prototyping databases, and teaming with programmers across departments.• Reorganized Omnidex training class, reducing training time by 1 day.• Improved feature awareness and increased product use by teaching Omnidex classes at DISC Boulder campus and sites across the country and overseas.• Maintained 80% first call referral to tech metric by diligently staffing, training, and reviewing department staff. • Raised ticket resolution metrics by reprogrammed trouble ticketing software call categories.• Reduced trouble tickets by providing example C, COBOL, and Visual Basic programs to clients to showcase methods and features. Show less