10+ years providing technical support, advice, and assistance to customers with technical, hardware, and software system problems. 3 years of planning, executing and evaluating Projects scope, schedule and budget3 years Requirements Analysis – analyzing requirements for consistency, comprehensibility, traceability and adaptability and recording conflicts, contradictions, errors and omissions for Stakeholder review2 years planning, conducting, and evaluating Lottery and Player training1 year National Response Center Quality Assurance – ensuring quality, customer service, and adherence to the policies and procedures.2 years Field Service Dispatch – coordinating technicians workload, updating work schedules, analyzing and escalating site penalties2 years National Response Center Hotline Troubleshooting – resolving customer problems and clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; documenting calls and escalating unresolved problems