Global leader in critical communications for healthcare, government, public safety, and other industries.• Responsible for the application of systems analysis techniques and procedures, including consulting with users, to diagnose and troubleshoot issues with our external customer’s production system. • Regularly communicate with external customers, troubleshoot and resolve problems and/or inquiries received by the Technical Support Help Desk/Contact Center using designated tools and procedures.• Apply application patches as needed.• Provide technical support to external customers, and escalate issues as necessary.• Consult with other vendors to mutually agree upon the best approach to resolving issues.• Participate in the maintenance of technical support documentation including customer information, manuals, procedures, and processes to ensure the accuracy of the information.• Responsible for creation and maintenance of knowledge articles to be used internally and/or externally regarding training, best practices, solutions or process as it relates to products, environments, and related technologies.• Prepare and present Root Cause Analysis to customers based on troubleshooting and analysis, and provide recommendations applicable to solutions determined.• Prepare change control documentation as it relates to the application of product corrections or configuration changes.• Manage external customer relationship to case closure, or escalation as required by procedure.• Research customer issues to provide guidance to the customer in resolving their environmental issues, through consistent exercise of discretion and judgment, using advanced knowledge of products, environments, and related technologies.• Advise customers on recommendations for meeting certain business needs through application software, hardware, or system functionality of Spok products.

ConEst provides fully integrated construction software solutions for estimating, deign build, project management, and field service solutions to the electrical, data, telecom, and low-voltage contractors. ConEst products enable management of the entire construction process from design and bid through project management and final billing to meet the demands of the specialty construction industry.• Manage a small team of technical support representatives.• Delivery of expert help desk technical support and professional call center customer service.• Internal team building and leadership.• Special projects including customization of desktop/laptop hardware and software• Managed technical support for electrical estimation software used by electrical contractors.• Used strong Windows and hardware troubleshooting skills to isolate problems and generate Root Cause Analysis reports.• Created process documents that clearly outlined support associates duties and responsibilities.• Develop and maintained a company knowledge base to help technical support become more efficient in responding to client needs.• Strong and tested project management skills, including sponsor and risk management.• Provided End-user training when needed.• Assessed hardware, software, and design troubleshooting procedures. Contributed to the knowledge base by evaluating and approving updates to troubleshooting SOPs.

TAMC is Aroostook County's leading provider of healthcare services, an advocate for the people we serve, and the area's largest employer. We're a non-profit organization with passionate employees dedicated to serving the healthcare needs of the people Aroostook County with outstanding skill and compassion.• Image computers using Ghost or Acronis Software.• Install various software packages depending on user needs.• Upgrade hardware and troubleshoot system and software issues for companywide Windows XP to Windows 7 migration.• Performed DOD wipes for all systems that were to be decommissioned.

Taxware is the leading provider of sales, use and value-added tax determination software, with more than 34 years of experience in the transaction tax compliance business.• Team Lead for group of technical support representatives.• Delivery of expert help desk technical support and professional call center customer service.• Internal team building and leadership.• Special projects including customization of desktop/laptop hardware and software• Served as primary support contact with development, QA, and other teams within the organization.• Managed technical support for tax software used by major corporations and fortune 500 companies.• Served as primary point of contact, managed service level agreements SLAs, monitored compliance with SLAs, and reviewed and approved escalations.• Used strong Windows and hardware troubleshooting skills to isolate problems and generate Root Cause Analysis reports.• Supervised onsite and offsite repairs and installation of fixes. Assured that software fixes were delivered in-line with support contracts for assigned accounts.• Assessed hardware, software, and design troubleshooting procedures. Contributed to the knowledge base by evaluating and approving updates to troubleshooting SOPs.• Recruited to build and lead a technical support team, which proactively identifies and recommends corrections to network and software issues prior to end user delivery. • Created process documents that clearly outlined support associates duties and responsibilities.• Develop and maintained a company knowledge base to help technical support become more efficient in responding to clients.• Provided End-user training when needed.• Was the backup IT helpdesk go-to person as the IT department.

ADP provides Human Capital Management solutions for Payroll Services, Human Resource Management, Employee Benefits Administration, Talent Management, Tax Compliance, PEO, & BPO for any size employer.• Managed a team of technical support representatives.• Delivery of expert help desk technical support and professional call center customer service.• Internal team building and leadership.• Special projects including customization of desktop/laptop hardware and software• Served as primary support contact with development, QA, and other teams within the organization.• Managed technical support for tax software used by major corporations and fortune 500 companies.• Served as primary point of contact, managed service level agreements SLAs, monitored compliance with SLAs, and reviewed and approved escalations.• Used strong Windows and hardware troubleshooting skills to isolate problems and generate Root Cause Analysis reports.• Supervised onsite and offsite repairs and installation of fixes. Assured that software fixes were delivered in-line with support contracts for assigned accounts.• Assessed hardware, software, and design troubleshooting procedures. Contributed to the knowledge base by evaluating and approving updates to troubleshooting SOPs.• Recruited to build and lead a technical support team, which proactively identifies and recommends corrections to network and software issues prior to end user delivery. • Created process documents that clearly outlined support associates duties and responsibilities.• Develop and maintained a company knowledge base to help technical support become more efficient in responding to clients.• Provided End-user training when needed.

CCH, a part of Wolters Kluwer, is a leading provider of customer-focused tax, accounting and audit information, software and services for professionals in accounting firms and corporations.

The ATX™ tax preparation solution delivers continuous product enhancements to address the ever-changing tax law. This is only one of the reasons that tens of thousands of small firms, CPAs, sole practitioners and other tax and accounting professionals use ATX Software; they also benefit from the best combination of quality and value, are able to serve a singular or diverse customer base and most importantly, tax compliance logic is built into the software.• Providing 3rd level technical support for income tax software• Provide program and network training to new hires • Worked with IT department during summer months building program test computers, creating images for QA, and performing hardware/software upgrades• Develop and maintained ATX training website• Responsible for writing and updating technical documents for ATX knowledge base• Outside of Tax season I worked with the IT Department repairing, imaging computers using Ghost, built and created images for the entire QA department.• Designed and maintained internal company training intranet website.• Trained 80 new hires each year on basic networking and program usage.