Provided backline support for most complex and urgent cases.Implemented support for new Premier Analytics application.Quality tested and provided feedback to development for application updates.Developed and Presented material for technical presentations for 2010 Deltek User Conference.Created documentation and submitted articles for client knowledgebase.Trained and mentored new hired analysts.Maintained 95%+ customer satisfaction level.Achieved 100% completion on all quarterly goals.

Appointed Team Leader role for Technical Support team.Handled second line support cases.Provided exclusive support for Alert Server and GCS Cobra Interface.Developed and maintained documentation for Technical classes provided to clients.Presented and taught Technical classes to clients.Collaborated with Application Support to support Accounting issues including AP, AR, Payroll, General Ledger, Contracts, and Purchasing modules.Assisted clients with data reconciliation issues.Assessed edited and R\resolved data corruption issues.

Provided support for all incoming Technical Deltek System1, QueryWriter, GCS Premier Calls.Assisted with installations, and upgrades on all supported platforms.Advised hardware requirements per client basis for new implementations.Handled network access, permission, configuration issues.Assisted clients with hardware conflicts, driver and printing issues.Reviewed and edited outgoing documentation to clients for accuracy.Guided clients through backup and restore processes.

Provided support for all incoming Quicken and Turbo Tax calls.Effectively managed very high call volume during peak tax season.Collaborated with tax experts to provide sound accurate advice to clients.Performed installations and upgrades on all supported platforms.Resolved conflicts with various hardware drivers.Resolved conflicts with various printers and print drivers.