Michael Starr Email & Phone Number

Cleveland/Akron, Ohio Area

This position carries out procedures to ensure that all information systems products and services meet organization standards and end-user requirements. Primary tasks include:Management of incoming incidents escalated from the Help DeskAnalyze and research each incident reported to determine if they are valid. Incident tracking through completion and final retest to determine if issue is resolved. Monitor and update reports regarding incidents status. Incident documentation and escalation.Participate in meetings with department mangers to discuss and plane for current outstanding defects and upcoming project releases.Participate in weekly quality testing and weekend releases testing to assure project releases are free from defect.Conduct quality control test and analyses following detailed specs to ensure that projects meets or exceeds specified standards and end user requirements. Perform final test of project in production environment to assure accuracy. Work on any special projects as they arise

Provide technical support to diagnose, analyze, research and resolve complex computer incidents for internal and external customersResponsible for recognizing, researching, isolating and resolving problems with information systems products and servicesExecutes incident and change management for moderately complex PC, server, or mainframe applications and hardwareDocument and route complex customer escalation and recommend appropriate technical solution or resourceExecute incident management and provide ticket documentation Analyzes and assists in the resolution of complex incidents regarding multiple operating systems, software applications, and business processesConsults with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core systems problemsProvides ad hoc technical training to customers groups on company technologies, infrastructure, hardware, and software applicationsSoftware testing