The Technical Operations Manager serves as the key liaison between IT operations and business areas to interpret and analyze complex business problems. Participating in regular meetings to keep IT staff informed of productivity objectives, goals and concerns. Partners with senior IT staff to design and ensure compliance with underlying principles, assumptions and strategies, ensure the integrity of applications, and make recommendations for improvement. Oversees the ongoing operation of key systems; supporting infrastructure such as computing platforms, web portals, and collaboration systems. Plans and manages efforts to ensure vendor currency is retained, software is appropriately licensed, and system risks are reported and mitigated.Oversees the consistent use of FBL IT standards for change, incident, and problem management to ensure data is secured and systems are operated in accordance with retention, legal, audit and regulatory requirements. Assist in developing standard operating procedures and maturing work processes. Serve as the subject matter expert for the delivery and implementation of our Identity Access Management project, and Employee Provisioning team.Identify systems problems, determine level of urgency, work with technical team and communicate to impacted IT teams regarding issues/status/resolution.

Responsible for the overall management, strategy, and execution of IT infrastructure for HCI Care Services and VNS of Iowa and all related entities.Oversee all technology operations (e.g. network security) and evaluate them according to established goalsDevise and establish IT policies and systems to support the implementation of strategies set by upper managementAnalyze the business requirements of all departments to determine their technology needsPurchase efficient and cost effective technological equipment and softwareInspect the use of technological equipment and software to ensure functionality and efficiencyIdentify the need for upgrades, configurations or new systems and develop implementation planCoordinate, and supervise IT Team members, and to provide guidanceControl budget and report on expenditureBuild relationships with vendors and create cost-efficient contracts

Maintains the technology infrastructure of the organization through support, troubleshooting, repair, governance, and disaster preparation.

Performs Quality Assurance tasks requiring planning, scheduling, and testing to assure that developed products meet design specifications and are within total quality management limits and standards. • Conducts tests to verify the functionality and accuracy of program designs.• Establishes and maintains thorough documentation of all testing work and results.• Adheres to software testing processes.• Designs and develops functional test procedures and quality checks.• Ensures that all assigned products meet quality and customer performance standards• Interfaces with software developers and release management groups.• Performs product generations and builds release media.• Provide training in new procedures to other function testing staff.

The Field Support Specialist is responsible for intervening between the First Level of Support participants and the software engineers on technical software support matters for TeamQuest Performance Software. Participates in support activities for accounts requiring special handling on technical product issues and best practices to help reduce the need for direct involvement of account managers and presales technical personnel in post sales support activities. • Isolates software installation issues, answers usage questions related to TeamQuest products, solves software problems, takes corrective action including workarounds and coding permanent software corrections.• Participates in technical teams formed to address technical issues and problems encounter by key critical accounts.• Works directly with customers remotely or on site to help resolve technical issues.• Interprets program source code in order to determine how particular product capabilities actually work.• Determines how TeamQuest products would be most effectively used by specific customers.• Provides feedback to product management on product feature and usage improvements.• Regularly communicates with management, software engineers, customer support representatives, customers, vendors, marketing/planning personnel and the academic community. • Maintains status of problem resolution and problem resolution database.• Develops education collateral for on site, public and online education offerings• Working with the service delivery personnel, assists in the development a statement of work for services being bid.• Develops best practices in the form of white papers and presentations for using company’s products.• Trains service delivery people as required. This includes third party service delivery providers such as resellers and Strategic Alliance partners• Creates and reviews technical description documents of TeamQuest products.

The Director of Technical Support is responsible for performing theduties and supervision of the Technical Support department of Creative Solutions Unlimited, Inc.; serving CSU client’s needs for computer hardware repair and sales, including the iStop Tech Shop; and coordinating the maintenance of in-house hardware, software and networks.• Troubleshoot client and in-house systems.• Answer, evaluate, and prioritize incoming requests from clients for information or assistance with technical issues.• Interviews client to collect information about problems and guides client through diagnostic procedures to determine the source and resolution of problems.• Participate in testing/QA of CSU software updates • Assist with sales of hardware and software installations and upgrades providing recommendations and quotes as needed.• Order, set up and install new systems for CSU and clients.• Perform repair as needed on computer systems purchased from CSU, and coordinate return authorizations with CSU suppliers.• Process any necessary worksheets for billing and tracking of all hardware, software, and related expenses.• iStop Tech Shop• Sales• Assist clients in assessing their need for computer equipment.• Prepare quotations based on customer hardware and software requirements.• Complete sales documentation for all iStop activity.• Prepare equipment for delivery according to sales order.• Computer Repair• Work with customer to analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.• Internal Systems / Network / Applications• Provide for installation, configuration and maintenance of internal software and hardware.• Manage CSU network including maintenance of users and security.

Responsible for management of the store grounds, transactions, employees, and products during assigned shift. Created schedule for over 200 full and part-time employees. Provided prompt, efficient and friendly customer service. Monitor and maintained the sales floor operations and the technology necessary to do so. Successfully handled customer/employee relations.