Provided telephonic support for worldwide LexisNexis customers. Assisted system administrators and users in setting up and troubleshooting proprietary software on various types of servers, workstations, and personal computers in all types of networks as well as stand alones.
Worked with Windows NT 3.51/4.0, Windows 95/98, Novell 3.12/4.0, and Windows for WorkGroups 3.11 Workstations and Servers. Assisted System Administrators in the installation and setup of proprietary software to include connectivity through modem pools on a communication server and/or connectivity over the Internet. Assisted individual customers with the same for standalone computers. Assisted both with troubleshooting if necessary in order to complete the connection to worldwide information services.
Provided support for Technical Customer Service Representatives to insure Quality of Answer to Customers calling in for technical support. Insured training documentation was up to date on all Session Manager software products that operated on Windows, DOS, Unix, VMS, and MacIntosh operating systems. Reviewed information on call history to determine trends for training and to update a knowledge base system used by Technical Customer Service Representative while answering calls from Customers. Attended new software development meetings to offer advice and make recommendations on enhancements. Performed duties as a Field System Engineer when necessary for Customer onsite visits to assist in the installation/configuration and troubleshooting of proprietary software and its interfacing between all types of operating systems and network software. Monitor, rate, and provide feedback on calls being processed by Technical Customer Service Representatives who are working with paying Customers.
Provided formal classroom instruction related to proprietary software to new trainees entering into Customer Service.
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