• Provide client support and technical assistance for basic incoming queries and issues related to the computer software, hardware and on-demand food delivery service.• Analyze issues, asking appropriate questions and problem-solving methodologies. Walk the customer through problem-solving process and attempt to isolate the problem and identify solution, if possible. If unable to solve the issue, refer issue to more experienced staff.• Troubleshoot problems as well as provide application support to end-users.• Follow-up with client and/or customer to ensure issue was resolved to their satisfaction.• Provide excellent client service to corporate, franchisee stores and delivery service customers.• Support clients on various work schedules that may include 24 x 7 support to International stores, franchisees and customers.• Respond to queries using phones, email or other methods of communication.• Provide basic instruction and support to clients with computer peripherals related to Caesar Vision product or delivery service customers.• Log all issues identified in Service Now call tracking system.• Report all trend calls to Supervisor or Manager on duty.

• Evaluated data from various data systems and other sources to determine if integrated eligibility data was accurate for the State of AR citizens.• Applied, trained and maintained working detailed knowledge of DHHS regulations and policies to ensure accurate benefit determination.• Managed time efficiently by establishing priorities for tasks/projects in accordance to deadlines.• Maintained and updated confidential information in web-based system for numerous providers and citizens.• Trained new staff on how to use fact-finding techniques, evaluation of data, and how to locate resolutions in policy/procedural manuals. Participated on two projects dated 05/22-07/22 and 07/23-12/23.

• Completed annual and interim certifications to ensure issuance of rent notices in accordance with HUD/DHC requirements.• Analyzed the results of PIC and EIV, compared to data in DHC’s LIPH programs management software.• Completed special assignments as issued by compliance manager.• Generated reports as needed of recertifications, inspections, vacancies, unit turns, leasing, evictions and other applicable as requested.• Monitored compliance with management, operating and regulatory agreements by AME and Mixed finance properties.• Maintained knowledge of the ACOP rules and regulations, made determinations in accordance with.

• Audited TANF/SNAP/Medicaid records for compliance and Michigan Works Agency records for documented federal mandated data elements.• Created test cases and conducted unit testing as well as supported integrated eligibility testing and performance.• Worked closely with data delivery team and external agencies to propose courses of action to expand existing environments.• Queried/filtered large amounts of social economic data regarding State of Michigan clients.• Utilized visualization tools to transition maintenance/manual reports info appealing reports.• Developed, updated, maintained forms, instructions and procedural manuals.• Prepared case summary reports for management so that data transmissions could be transmitted to the Federal Government to ensure the state received accurate TANF/ SNAP/Medicaid financial funding. • Assisted in the TANF/ SNAP/Medicaid Assistance Program reengineering systems process, developed policies/procedures and completed analytical assignments/special projects as assigned. • Facilitated and actively participated in weekly committee review meetings to inform local DHS offices of audit findings.• Maintained communication with internal and external clients to ensure awareness of the federal work statistical requirements and guidelines needed to meet/exceed expectations. • Adapted to ever changing policies and directives as handed down by the Governor’s office while keeping deadlines

• Utilized the State of Michigan’s integrated eligibility system to make accurate determinations for clients who applied to obtain TANF, Medicaid, SNAP, childcare or utility services.• Maintained frequent contact with clients and partnering agencies to obtain and verify information needed to approve/deny programs administered by the Dept. of Human Services.• Interviewed clients to obtain information necessary to make eligibility determinations; conducted initial interviews and annual case recertification interviews.• Participated in court hearings and pre-hearing conferences to aid administration decisions.• Completed necessary correspondence and reports needed to maintain accurate case files.