• Work collaboratively with network engineers, solution architects, process owners, and managers to obtain in-depth understanding of the products, solutions, processes, and documentation requirements.• Plan, research, develop, maintain, and manage technical documentation, operational procedures, and manuals.• Produce electronic documentation in addition to hard copy manuals.• Create knowledge base articles and job aids to help end-users understand and use products, services, and follow processes.• Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience.• Create and maintain a comprehensive library of technical documentation, including a documentation numbering scheme, writing and design style guide, and consistent terminology.• Analyze existing and potential content, focusing on reuse and single-sourcing opportunities.• Project manage SPLM process that introduces new products and services for purchase by agencies. • Project manage the architecture overview documentation process. • Create and manage the Verizon knowledge base articles published in the customer's knowledge base. • Collaborate with reporting managers and analysts in creating various reports.• Collaborate with the Client’s MSI and internal teams to create and maintain the Service Management Manual and associated process and procedure documents.• Ensure accuracy and currency of the Service Management Manual and associated process and procedure documents.• Coordinate multiple projects.

• Provide technical and software problem resolution to end-users (external customers) by performing a question diagnosis while guiding users through step-by-step solutions.• Clearly communicate technical solutions in a user-friendly, professional manner to ultimately provide a greater customer experience.• Act as first point of contact to provide rapid-response, yet, steady remote support to end-users using multiple support channels including, phone, email and/or live chat functionality.• Utilize internal resources to research both technical and software based issues to determine a diagnosis and navigate solutions to resolve the customer issue in a timely matter.• Troubleshoot and assist SMB and Major customers base with various issues, such as, but not limited to, login credentials, application or menu navigation and administration, hardware/unit installation, software setup, and minor software bugs.• Efficiently receive, evaluate, process and appropriately document customers’ cases using a CRM system (experience with Salesforce.com and NetSuite a plus).• Identify and attempt to resolve complex issues, or deescalate unsatisfied customers, before promptly forwarding to appropriate escalation point.• Collaborate with peers across departments evaluating and developing solutions, to ensure an exceptional, and seamless experience for our customers.• Maintain ownership of assigned cases and follow up as necessary with customers throughout case resolution to completion.• Perform miscellaneous job-related duties as assigned.

• Translate technical, complicated information into concise and usable formats for various audiences, including non-technical users.• Create and update product, program and/or technical documentation for internal employees.• Monitor middleware applications for client, including documenting communication with level 2 support, server activity and troubleshoot activity.• Create training materials and ensure compliance with internal and external client guidelines, policies and standards.• Create and maintain operations manual including written and visual product/process documentation, technical documentation and illustrations.

• Review book proposal content for quality and press requirements.• Researching readers for peer review of manuscripts• Edit manuscripts, confirm revisions, formatting and coding.• Light accounting consisting of balancing check ledgers, mailing invoices, and filing donations.• Working directly with customers to process their orders and answer their account questions.

• Compile and manage information about staff and faculty for records or distribution.• Compile manuscripts, mass mailings, and tenure portfolios.• Mail, email, and phone correspondence.• Fulfilling requests from staff, faculty, and customers.• Data Entry• Multi-line phones