Jay Diggs Email & Phone Number

Responsible for all communications for the service team as well as service advisories and alerts as prescribed by the communications office. Duties include but are not limited to: editing, proofreading and writing communications notices as needed; attending pertinent meetings as part of Service Team 2, providing support with presentations as needed; assisting other editors/writers in writing articles and other stories as it relates to the eRA Project. Responsible for monitoring the ORIS Communications inbox and voicemail box; responding as needed.

Outsourced to the NIH. Was responsible for time-management of staff (IMPAC II) as well as task assignments in addition to providing Tier II & III support to 4000 in-house and 100,000 external users of both client-server and web versions of IMPAC II, Commons and the eSubmission web interfaces. Logged calls into REMEDY for tracking issues from receipt to resolution; performed problem identification, research and resolution; assigned tasks to appropriate personnel to facilitate escalation and/or resolution; IMPAC II database account creation/deletion (management); Commons account processing/approvals; shared responsibility for presentations, independently developed and prepared training classes/sessions for IMPAC II software applications- as the instructor; Beta testing of new software as requested; provided desktop support if needed; and helped organize and participated in exhibition services for NIH eRA Commons and IMPAC II. Authored the eRA Helpdesk Manual for training new recruits.

Tier II & III support to 4000 in-house and 100,000 external users of both client-server and web versions of IMPAC II, Commons and the eSubmission web interfaces. Logged calls into HEATdb for tracking issues from receipt to resolution; performed problem identification, research and resolution; assigned tasks to appropriate personnel to facilitate escalation and/or resolution; IMPAC II database account creation/deletion (management); Commons account processing/approvals; shared responsibility for presentations, independently developed and prepared training classes/sessions for IMPAC II software applications- as the instructor; Beta testing of new software as requested; provided desktop support if needed; and helped organize and participated in exhibition services for NIH eRA Commons and IMPAC II.