Joseph Deluca Email and Phone Number

Manager, Application Support

• At client request, gathers report objectives, data requirements, and specifications.• Translates business report requirements into technical report specifications.• Uses report specifications to develop reports using Echo’s report writer.• Performs data validation to ensure reports are pulling all correct data accurately and achieving customer needs.• Documents created reports and/or changes to existing reports.• Coordinates delivery of new and/or modified reports to Echo report library as appropriate.• Reviews client environments for inefficiencies and assists clients in providing strategies for process improvement.• Provides Tier1/Tier2 phone, email, GoToMeeting, and/or chat support to clients using company’s proprietary software products; works closely with clients and internal resources to resolve client issues across multiple products/technologies.• Tests fixes to ensure reported problem has been adequately resolved.

• Diagnose reported problems, provide first level (Tier 1) technical support, and recommend possible solutions via phone, email, and remote desktop administration tool.• Documented all contacts processed using software support system including Problem, Resolution and Follow-Up Action Required.• Researched, tested, and replicated issues reported by clients to report to Development for resolution in future updates of the software.• Gathered requirements in order to build application documents for clients to be used within the software to further expedite the physician application process.• Install, configure, and upgrade SQL-based proprietary software on Microsoft servers (IIS and SQL).