-Database administration through DxStudio, as requested by Release Managers and Technical Writers-Schedule and oversee publishing requests from Release Managers and Technical Writers-Run builds as requested in tickets through multiple build systems, and monitor logs for build errors-Escalate build issues to appropriate engineers, and identify possible system outages-Manage publishing tickets through Techease, and ensure Service Level Agreements on publishing requests were met-Write documentation on new publishing processes in DxEditor with input from Release Managers

-Assist with the installation and networking of Crosslink tax preparation software.-Troubleshoot issues with software after software patching or release of tax forms, thoroughly document all reported issues, and submit them to software developers through ticketing system-Answer questions regarding specific aspects of tax law per IRS' publications

Multi-tenant Blackberry enterprise server admin, Office 365/BPOS mobile Exchange support

-Answer inbound calls to provide customers assistance with installing and configuring Crosslink 1040 tax software-Assist customers with inquiries through chat and screenshare applications (join.me)-Resolve inquiries and provide accurate information regarding federal and state income tax -Track transmitted returns to verify IRS Acknowledgment-Assist customers with setting up file sharing settings within Windows operating systems to operate Crosslink across multiple workstations on a network-Report software issues through proprietary ticketing system, escalate to software engineers with thorough documentation

-Answer inbound calls to assist customers with issues pertaining to wireless data, such as configuration and troubleshooting-Configure grey market cell phones and data devices for use with clients’ networks(T-mobile, Simple Mobile)-Assist customers with various Windows/Mac operating system issues which impeded use of air cards/USB wireless data devices-Effectively resolve customer issues within specific handle time and quality expectations-Filing new or emerging issues through Engineering Remedy to identify greater network and system outages-Compile new information on products, services, and troubleshooting methods into an internal knowledge base, and also the knowledge base of our client-Instruct new employees on the use of company resources in the course of assisting customers-Extensively use Microsoft Office programs to create documents and spreadsheets to assist with duties and customer escalations if necessary-Educate customers on products and services using clients' tools to deliver accurate information