Uphold high standards for timely issue resolution; contribute expertise to the management of existing and new IT products and services; define workarounds for known errors and initiate process improvements.
Monitoring/alerting, centralized logging, security, telephony (VOIP, WebRTC, on-premises and hosted), Active Directory, LDAP, Amazon Web Services, VMWare, Desktop Management (MAC/Windows), Mac OS X, Windows, Linux.
Analysis of key market indicators (warranty, JD Powers IQS, etc.) to identify priority issues to be addressed. Manage model based issue prioritization and cross-functional quality improvement activities.