Understand the role and technical skills required of agents. Monitor and evaluate calls, chats, and tickets to identify deviations from organizational policies and standards. Synthesize and analyze interaction data to report on ticketing, QA scores, average handle time, timing, and other key metrics. Audit and review quality assurance processes and tasks, looking for cont

Drive superior results in the management of deployment service projects throughout the project life cycle from original concept, completed rollout, and also ongoing support thereafter Manage a wide range of uncertainties through effective, proactive risk management Communicate regularly and effectively with stakeholders regarding project goals, objectives, deliverables, p

Complete PBX migration via Microsoft Teams Enterprise voice Analyzing existing standalone or clustered telephony infrastructure components with engineering and operations teams Engineer Enterprise Voice solution for the above sites aligning with organizations' cost save initiatives and strategic end state objectives. Create best practice design, plan and deployment of sol

Demonstrate good understanding of customer business and application solutions in the automotive industry Develop and maintain relationships with key stakeholders at customer accounts Accountable for planning, execution, monitoring & controlling the projects to successful closure Accountable for project deliverables within the budget, schedule, and of desired quality Manag

Work closely with Software, Hardware, and Application Architects, and Solution Architects throughout the software development cycle. Primary Responsibilities Collaborate with the business analyst and business leaders to understand the application data requirements. Research and properly evaluate sources of information to support business and application data needs. Prepar

Lead Desktop Support Technician Job ID 2024 26749 Category Infrastructure Support Location US TX Dallas About DMI DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on site and remote supp

Monitoring and troubleshooting incidents with Windows Servers Migration of upgrading Windows servers to new OS versions Management and administration of DNS Management and administration of Certificates Management and administration of Group Policy Management of user and computer accounts within Active Directory Migration of Windows servers/workstations to Azure AD from L

Experience building cloud based infrastructure solutions in AWS with a strong governance model knowledge. Work with the development team to deploy and manage tools that support SDLC automation, configuration management, and release management. Respond to technical issues in a professional and timely manner. Troubleshoot incidents, identify root cause, fix, and document th

Ensure business requirements are clearly defined and communicated through the creation of Epics and User Stories that adhere to Agile and Scrum principles, and are aligned to business goals and expectations. Model Agile principles to increase speed and frequency of product delivery by maintaining and communicating groomed backlog, providing requirement prioritization for

Participate in all aspects of business analysis. Quickly understand the business issues and data challenges of enterprise systems. Review and edit business requirements, specifications, processes, and recommendations related to proposed solutions. Take initiative to suggest new standards, implement new strategies, and undertake special projects. Prepare project documentat

Answer Help Desk phones and provide Tier I II support to users on a variety of issues Responds to telephone calls, email and personnel requests for technical support Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs) Documents, tracks, and monitors the problem to ensure a timely resolution Possess strong customer service and commun

Palo Alto Prisma Engineer Job ID 2024 26731 Category Infrastructure Support Location US TX Dallas About DMI DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on site and remote support to

Report to Director of Security Operations or his/her designee Provide SOC Analyst Tier 3 escalation support Plan, initiate, and conduct investigations for cybersecurity incidents response efforts Perform forensic examinations on compromised systems Understand and use forensic tools and techniques for cybersecurity incidents Create forensic root cause and scope of impact a

Collecting and analyzing requirements Work closely with stakeholders to understand business needs and translate them into technical specifications. Modeling business processes Create process models that incorporate spatial data and technology. Spatial analysis Use GIS tools to analyze patterns, relationships, and trends. Infographics and visualizations Create maps, charts

Candidate should be able to design, develop and implement complex solutions based on Java technology and related frameworks. Candidate should be able to assist in the system integration of components. Candidate should be to translate application requirements into web based solutions using the recommended frameworks and technology. Should be able to integrate the component