Resolve reported customer support issues in accordance with the Peace Corps servicelevel agreements;
Support, troubleshoot, analyze, maintain, and manage Peace Corps software applications, including custom Microsoft .Net applications Volunteer Reporting Tool (VRT), PE, Returned Peace Corps Volunteer (RPCV) Address Management Tool, MAP (MAXx Portal and Grants Portal), Microsoft SQL Server Reporting Services (SSRS) Reports and Microsoft Dynamics CRM framework).
Maintain and support legacy data synchronization between CRM and legacy non CRM-based Peace Corps systems.
Support, troubleshoot, analyze, maintain, and manage Peace Corps software applications, including highly customized Dynamics CRM-based systems, such Page 7 of 21 as : Agency CRM, VIDA 3.0, SIMS, VRG, PCRM, ExecSEC, MAXx 2.0
Perform Dynamics CRM migration services (i.e. migrate from CRM 365 on premise to the next available framework version on premise or in cloud).
Troubleshoot and analyze data and data integrations issues related to SQL Server, Dynamics CRM and Oracle-based systems.
Manage access into the CRM environment, including management of CRM licenses and user accounts. Maintain and support browser-based online customer Portals and third-party developed custom plug-ins associated with Dynamics CRM applications.
Troubleshoot and analyze data and data integrations issues related to SQL Server and Oracle-based systems.
Interact and work with Tier 1 & 3 support, infrastructure teams and customers to resolve reported support issues. Perform Queue Manager function in TrackIt or its upcoming replacement.
Timely update all assigned helpdesk tickets.
Fully ensure adherence to the existing SLAs.
Design artifacts that follow the technical standards and guidelines established by the Peace Corps and its accredited partners.
Work with Peace Corps staff to define solutions and implement those solutions according to the agreed upon design.
Support global infrastructure and system patching.
Actively transfer knowledge to other members of the support team.
Troubleshoot on average of 60 help-desk requests per week.
Provide weekly status updates to the COR and Government Task Manager in written format on their progress on projects and other duties assigned.