Performed management functions – performance reviews, development plans, hiring and mentoring. Managed 10 direct reports for all technical support, data center management, operations monitoring, incident escalation and resolution. Served a multi-faceted role of Business Analyst, SharePoint Creator and Support Manager on 20+ applications. Supervised and provided direction for the application support section consisting of 14 employees. Delegated day-to-day support escalations to a global support team of 20+supporting 5000 internal users.
Implemented corporate data warehouse department/product line Data Marts to provide timely access to provisioning and sales information. Worked with senior management to improve business processes, roll out new programs, and improve process to increase profitability. Developed new applications to electronically manage patient records and promote company-wide SOX compliance. Conducted a comprehensive analysis comparing on-premise and SaaS applications resulting in a shift to a predominant SaaS landscape of systems. Led the architecture and development disciplines for redesign of the software methodology; implemented SDLC processes.
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Designed and implemented a commission tracking database application which inked to the ERP accounting system. Trained users and managers for using the ERP system and related tools. Led special project to support new enterprise broadcast e-mail online platform, HighRoad Solutions, and became corporate expert on product. Presented reports and interpreted results to senior management during business reviews and strategy planning sessions.
Slashed help desk ticket volume 70% by standardizing development processes and SDLC to increase quality of software releases. Led a team of Java developers to improve cross-browser compliance of all web-based applications. Published user and system requirements, design, testing and implementation of cost-effective computing solutions for key business process improvement initiatives. Ensured support teams and vendors comply with defined SLA’s and adhered to best practices and process improvements as appropriate.
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Streamlined technical support department to accelerate equipment issue resolution, decrease customer wait time, and improve customer support and satisfaction. Engineered Business Development Dashboard providing concise and accurate data analysis to facilitate quick decision-making for business development teams.
Established a global document management system for business & system process/issues & resolutions/communications and projects. Consolidated multiple monitoring applications into one global system, saving company over 200,000 Euros annually.