• Diagnosed and resolved complex software application issues of end users promptly and professionally. • Ensured the provision of accurate and effective solutions for end users and end user support needs are met with consistently high quality of service. • Engaged appropriate IT and business resources to resolve technical issues and support business processes, as needed, while updating users on progress toward resolution. • Acted as a coach and mentor for newer staff. • Fully documented each issue and resolution using the incident tracking system.

• Diagnosed and resolved complex software application issues of end users promptly and professionally. • Ensured the provision of accurate and effective solutions for end users and end user support needs are met with consistently high quality of service. • Engaged appropriate IT and business resources to resolve technical issues and support business processes, as needed, while updating users on progress toward resolution. • Acted as a coach and mentor for newer staff. • Fully documented each issue and resolution using the incident tracking system.