Michael Boring Email & Phone Number

Rochester, Ny, Us

● Triage and prioritize bugs from helpdesk tickets● Create easy to reproduce steps from helpdesk tickets for QA and development● Generate implementation plans for features● Create User Stories and Bugs within Azure DevOps with detailed descriptions and acceptance criteria● Lead weekly grooming meetings for multiple scrum teams● Research and answer external questions related to product functionality● Educate internal staff on new features and processes● Continue to contribute to documentation teams by providing SME input

Rochester, New York Area

● Phone support for various softwares including internal and customer trainings.● Troubleshoot and triage customer issues via phone, email, and chat, finding creative workarounds for long term issues● Test and validation of software releases and create test case instructions for new features● Generate and update custom development reports using T-SQL● Create and execute training plans for new employees including designing training materials based on roles● Interview development, subject matter experts, and read design material to build user documentation

● Triage and prioritize bugs from helpdesk tickets● Create easy to reproduce steps from helpdesk tickets for QA, development, and customers● Create User Stories and Bugs within Azure DevOps with detailed descriptions and acceptance criteria● Generate documentation for releases and patches● Research and answer internal and external questions related to product functionality● Maintain ERD and Data Dictionary for Business Intelligence module

● Provided computer help desk support with end-users and agents.● Executed diagnostics and troubleshooting of system issues, documented help desk.● Performed regular network maintenance along with setting appropriate permissions for security and user preferences along with setting firewall/antivirus permissions.● Regularly communicate with supervisors on workplace issues and ways to improve performance.● Meetings with Clients to improve processes and tools of the workplace.● Maintain and repair SQL databases.● Submit and track bugs using JIRA