alec newman

* Write Policies and Procedures acceptable to FDA standards * Delegate projects and assignments to technical support representatives * Chair weekly technical support meetings * Facilitate communication within the group, from upper management, and among different departments * Recognize each technical support rep’s strengths and utilize them * Provide direct individualized attention to the most profitable customers * Increase core knowledge of support group resulting in 38% less RMA’s saving the company hundreds of thousands of dollars.

* Conferred with users, troubleshoot software and hardware, and conducted computer diagnostics to determine nature of problems and provide technical assistance through the phone, email, remote log in, and in person. * Lead and maintained knowledgebase project for the assistive technology division of the company. * Test and report issues for new and current products. * Determine priority of issues and new features for major hardware products as an active member of the Change Control Board. * Perform evaluations for perspective customers with the company's assistive technology products. * Trained and mentored new technical support representatives.

* Created and maintained an environment allowing and encouraging children to make discoveries, solve problems, and think independently. * Demonstrated ability to clearly illustrate difficult-to-understand subjects through use of good teaching strategies, assistive technology, and relating to each student individually. * Supervised students in accomplishing learning objectives, and conducted remedial training.

* Conferred with staff, users, and management to determine requirements for new systems and modifications. * Read technical manuals, conferred with users, and conducted computer diagnostics to determine nature of problems and provide technical assistance. * Developed training materials and procedures, and conducted training programs. * Supervised and coordinated workers engaged in problem-solving, monitoring, and installing data communication equipment and software. * Maintained record of daily data communication transactions, problems and remedial action taken, and installation activities. * Entered commands and observed system functioning to verify correct operations and detect errors. * Solely designed, implemented, and tested a new case tracking system. * Managed production of new product offering from inception through implementation including writing specs and schemas.

* Handle escalated customer issues providing technical support, working with developers and product managers to provide resolution. * Participate actively in change control board and other meetings to determine issues that will be resolved as well as enhancements or changes that need to be made to the software and hardware products. * Relied on as the expert for product managers, developers, and engineers to prepare software, hardware, and documentation for new Medicare standards. This project impacts 85% of our sales. * Responsible for quality testing of new features, enhancements, bug resolutions, and new products. * Provide direct support to customers via phone, email, remote sessions, and in person. * Demonstrated products at customer sites, at conventions, and on local and national television shows.