Dynamic, motivated professional offering over 15 years of outstanding customer service experience. Strong background in team-setting environments, problem resolution, escalations, and technical system maintenance and management.
Areas of expertise include:
The Application Support Engineer works within the Digital Services & Support department as a key solutions support point of contact and problem solver for complex problem management, resolution and coordinating activities to resolve complex issues and determine root cause during outages or service disruptions. The Application Support Engineer reports to the Advanced Services Manager and interacts daily with an internal team of developers, project managers and business owners; various stakeholders within Gannett Digital’s organization; and internal customers. The position requires significant technical skill, customer focus, teamwork, conflict-resolution and time management in order to effectively meet deadlines.
Responsibilities include:
The Service Level Manager primary practice areas are, 1) collaborating with managers from Gannett divisions and business units to coordinate the intake of new projects, identify the service level commitments, and standardize support processes and workflows, 2) managing communications in compliance with Operations Communications Standards, and 3) reporting and analyzing support metrics.
The Service Level Manager provides outstanding service to meet or exceed customers’ expectations for the delivery of support services for web, mobile, and tablet hosting and other digital services. This position is responsible for managing expectations in written and verbal communications in support of daily operations, and helps coordinate service and support for ongoing work, special events, deployments, and more.
Provide outstanding service to our customers in an effort to meet their needs and exceed their expectations for the delivery of web hosting, mobile, tablet, and other digital services. Responsible for driving the customer support experience by managing support team efforts, responding to customer issues, requests and concerns, providing assistance regarding the use and status of GMTI products and publishing services over the phone and via E-mail, and if applicable, coordinating support for print ad production responsibilities required by GMTI reverse publishing solutions. Responsible for the day-to-day management of assigned Support Team. Direct reports may include Service Desk Specialists, Technical Support Specialists and/or Support Analysts. Direct reports may be located in the Norfolk or Cincinnati offices.
The GMTI Support Analyst will provide outstanding service to our customers in an effort to meet their needs and exceed their expectations as part of the 24 x 7 Services and Support organization. This position is assigned to the Advanced Services team, which troubleshoots and responds to issues escalated by the Services Desk when no standard solution exists. The team collaborates with customers, vendors, Gannett Digital staff, and other GMTI technologists on root cause analysis and resolutions.
The GMTI Technical Services Specialist provides outstanding service to our customers in an effort to meet their needs and exceed their expectations. This position is assigned to the Services Desk, which serves as the entry point for customers who need to engage GMTI to answer questions and resolve concerns. The Services Desk receives incoming requests, opens tickets, searches for and follows standard fulfillment procedures and resolution processes, escalating as necessary.
The information systems and technology program is designed to provide students with a technical background in information technology as well as a broad perspective of the business environment in which information technology plays a strategic role. The major emphasizes the development of business analysis and system implementation skills; these skills can provide a basis for job entry, career development and flexibility amid the rapid changes in information technology. Four distinct concentrations are offered under the major.