Operating Systems: Windows XP, Windows Vista, Windows 7, MAC OS X, Android, Blackberry, IOS
Software: Watson Campaign Automation, Confidential Engage, Confidential Marketing Cloud, SalesForce, Parature, Litmus, sFTP, Microsoft Office (Access, Excel, InfoPath, Outlook, PowerPoint, Word), Logstash, WinSCP, Adobe Acrobat, AgilePoint, Captivate, Cisco VPN Client, Netsuit, Remote Desktop, ReSOLT, SharePoint 03/07, SQL Server
- Provide frontline technical support for Watson Campaign Automation (formally Confidential Marketing Cloud and Confidential Engage) software
- Lead point of contact for all Confidential products integrating into WCA
- Develop training and technical docs to be used internally and externally on Confidential Marketing Cloud and all Confidential products integrating with our product
- Consult with clients on best practices for their automated marketing campaigns as well as provide training on our products when needed
- Subject Matter Expert in lead scoring, web tracking, web forms, automated programs, transactional mailings, automated campaigns, relational tables, databases and queries.
- Assist with troubleshooting XML, REST API, JSON, HTML and CSS coding issues
- Develop reporting for management to track case volume on integrated products and time to resolution
- Work with other teams to streamline processes and escalations
- Top performer in all key categories
Technical Support Analyst
- Provide technical support for proprietary software used to track criminals via phone calls and emails
- Provide support for the app associated with our software on Android, Blackberry and iPhone.
- Provide technical support for the devices worn by offenders and devices used by Alzheimer patients
- Document all cellular outages related to our customer’s service areas.
- Document all calls and emails in Netsuite
- Maintain company and customer protocols
Intern - Information Systems
- Junior SharePoint developer responsible for the implementation and design of SharePoint 2003 and 2007.
- Designed and created portal sites for the nurses and employees of 20 hospitals.
- Created training videos using Captivate for all Regency employees.
- Responsible for maintaining daily census reports ran on SQL Server.