• Validated data against information from system to ensure accuracy• Analyzed audit findings to identify relevant patterns / trends • Ensure compliance with applicable audit • Supported short and long term operational / strategic business activities through analysis • Developed and analyzed recurring operational reports• Presented analysis and interpretation for operational and business review and planning

• Developed and maintained Access database which centralized business owner’s data and improved standing process • Communicated between business and technical personnel to ensure a mutual understanding of processes and application• Provided input into modifying system to meet client need• Analyzed, reviewed, forecasted, and trended complex data• Developed recommended business solutions through research and analysis of data and business processes• Troubleshoot issues to analyze data to present in varying formats that’s relatable to interested parties• Served as a resource to others• Develop ad-hoc reports for customer according to business need

• Act as a mentor, resource of knowledge & point of escalation for Department members.• Communicate to the to department via team meetings and emails where improvement is needed.• Proactively assist team members in best practice on life cycle of incidents.• Assist department in increasing percentage of incidents resolved.• Provide assessment to management on SME team individuals.• Identify knowledge gaps and appropriately allocate to other team member.• Conduct engaging presentation to transfer knowledge throughout department.• Ensure documentation and needed resources are updated and readily available.• Assist department with proactive issue remediation to better client satisfaction and customer service.• Promote an environment of teamwork and knowledge amongst the department.• Display leadership by coordinating and attending sessions with team members and inter-department to encourage not only excellence in product knowledge but also in soft skills in conducting daily tier 1 responsibilities.

• Manages CAC Enterprise and Professional products by diagnosing and resolving problems in an accurate and timely manner.• Provides direct customer service and acts as a liaison between customers and a multifunctional team.• Programs/updates filter specifications.• Maintain ticket distribution by analyzing then delegating to appropriate individuals• Communicate with customers regarding their incident status in CRM• Support Sharepoint site• Update and test programing for transcriptions to process through CAC professional engine• Utilize data pulled from SQL server to manage tickets• Test the upgraded CAC Professional product before releasing them to customers

• Maintain accurate files and documentation of procedures.• Organize and prioritize work to accommodate department deadlines and manager needs.• Promote personal growth and development by staying abreast of new policies and procedures and product enhancements.• Providing Tier 1 and Tier 2 technical support to customers on functionality questions and errors.