Jonathan Miller Email & Phone Number

Raleigh-Durham, North Carolina Area

- For 600+ clients, manages revenue data on a monthly basis which includes requesting the latest monthly reports, importing into MySQL tables, and analyzing for trends and anomalies. - Automates import and export of data through PERL. This includes several unique import routines for different revenue sources. - Automates reports for analysis, used by both internal team members and clients. Provides support to those parties through both email and phone support, utilizing knowledge of telecom taxes and tax rating results. - Creates and refines the monthly workflow and checklist, unique to each client’s data situation.- Provides daily progress notes for each client and daily and weekly automated email reports for various team members to show progress of the monthly process. - Provides process solutions to both team members and clients. One such solution reduced a 3 week process to 2 days of analysis.

I assisted in the daily support of certain Citrix based applications in both the Mac OSX and Windows XP/7 environments. Support consisted of answering user questions and problems either over the phone, through email or in remote log-in sessions. Any problem that was not immediately resolved was put into our ticketing system, hosted through Zendesk, and dealt with in a timely manner.

On a part time basis, I assisted in the day to day tech needs of the organization's employees as the sole onsite contact. This included anything relating to the hardware, software and network for both Windows and OSX based computers.

Primary duties were to assist users in solving their technical problems, either through email, over the phone, at their desk or on remote log-in sessions in the Windows environment. We utilized Numara Track-It! software as our ticketing system. Other duties were to image new computers using Norton Ghost and to set up iPhones, iPads and Blackberrys for deployment to users. That summer CNL implemented a new voicemail service and I assisted in the installation and troubleshooting of the new system and any questions users might have had.