Description

• ITIL Service Delivery methodology implementation
• Interactive Voice Response (IVR) Upgrade
• Technical application voice channel support
• Oracle RightNow FedRAMP-Secure Cloud CRM and new channel: web chat
• Service desk ticket tracking and management
• Technical analysis of service desk tickets and Quality Assurance (QA)
• Helpdesk policies and escalation procedures implementation
• Knowledgebase and Frequently Asked Questions (FAQ) development
• Upgrade of Service Desk technology infrastructure to latest Cisco release
• Literature Fulfillment and Mass Mailing services
• Modernization of online ordering system in Drupal 8