Melissa Dunlap Email and Phone Number

Configure and manage Jira Service Management (ticketing system) for use by Support team, including setup of custom workflows and customer portal Configure system in accordance with all end-user and internal requirementsProvide end-user support (B2B), including investigating problems, determining root-causes and recommending solutionsCreate, document, and escalate end-user support tickets/cases submitted with vendorsReproduce and document bugs reported by usersUser account administration, including security permissions and audits of users account and permission levelsCreate and maintain documentation and standard operating procedures for end-users

Perform requirements gathering and business needs assessmentsEnsure compliance with all organizational policies and proceduresFacilitate meetings with departments and end-users to improve or maintain service levelsCreate and maintain project documentationCoordinate vendor and internal resources prior to and during application upgradesCoordinate system downtime with affected end-users to minimize interruption of servicePerform system testing and gain user approvals to move upgrades to production environmentsImplement, configure and maintain new vendor-delivered modules, features, enhancementsConfigure system in accordance with all end-user and internal requirementsProvide end-user support, including investigating problems, determining root-causes and recommending solutionsCreate, document, and escalate end-user support tickets/cases submitted with vendorsUser account administration, including security permissions and audits of users account and permission levelsCreate and maintain documentation and standard operating procedures for end-users Maintain knowledge of application systems development and associated life cycleDocument software specificationsRecommend system changes and enhancements

Manage case workflow using Customer Relations Management software (SalesForce®)Responsible for the timely and accurate creation of support casesPerform QA testing of new software releases and bug fixes Responsible for responding to incoming support calls and routing as needed to assigned support engineers and/or creating new cases during the initial customer conversationPrioritize case assignments during peak volume periodsEscalate to support management when neededResolve account maintenance inquiries by taking direct ownership of support related casesEnsure cases actions are performed to ensure Services Level Agreements are achievedMonitor Support Staff cases to ensure timely follow-up and resolutionCreate Salesforce reports to aid in production monitoringPerform ad hoc data retrieval and create reports to present required data to customersAnalyze EDI messages for syntax errors using SpecBuilderUse SQL to query data from multiple databasesUse Putty to navigate file systemCreate technical documentationAssist customers with Supply Chain Visibility requests and issuesAssist customers with Trade Compliance questions and requests

Responsible for all computers within the data center; monitors any consoles and/or software attached to the computerResponsible for monitoring and coordinating solutions for the 24x7x365 operation of SAS Institute's corporate data centerAct as first response to any emergency issues with the data center equipment (primarily servers, network, and HVAC).Work with the 3rd shift (12 a.m. - 8 a.m.) team to keep SAS Institutes data and IT infrastructure operational.

Responsible for resolving student issues generated by callers or emailHandle customers in a fast-paced environment (50 to 70 calls per day)Troubleshoot user issues relating to website accessCreate Standard Responses for Student Call AssistantsUpdate Knowledge Base articles as neededPerform a variety of general clerical tasks, including, typing routine correspondence and standard forms; operating routine office equipment—Provide timely, courteous and knowledgeable response to WebAssign users

Serve as initial escalation point for all customer issues and inquiriesProvide on-site laptop maintenance for employeesTroubleshoot and report VoIP performance issuesResponsible for resolving customer requests/issues in a timely mannerResponsible for creating cases/documentation in SalesforceM6 system programming for customer user accounts and phone systemProvide Salesforce support for organization; including end-user supportUpdate Company Wikipedia as necessaryCreate Customer Satisfaction SurveysInventory Management-Check-in, assign and ship equipment as neededAssist Project Manager in implementation of new customers and upgrades for existing customersAssist Sales Team with quotes and customer retentionPerform other duties as required to ensure customer satisfaction.

First point of customer contactOperated switchboard; directed calls to appropriate staff memberAssisted walk-in customers with product information, questions, complaints, etc.Print, inspect and prepare blueprints for EstimatorsPerform a variety of general clerical tasks, including, typing routine correspondence and standard forms; operating routine office equipment; and sorting and distributing mail as assigned