Recommend and develop tools geared towards improving the team's efficiency by determining pain points and developing solutions to address them.
Develop and provide troubleshooting centric training to the customer care and operations teams that focuses on potential issues and how to troubleshoot them. Integrated with the training is tool development to move past static how to guides.
Develop and implement training material and best practices to bring new member up to speed as quickly as possible and help ensure future success.
Reduce resource single point of failure by facilitating knowledge transfer with knowledge captured from SME, through observations or any relevant artifacts available within the organization.
Deliver technology research to help you make informed decisions on key initiatives, develop proof of concepts, shorten the learning curve for ongoing technology projects and maintain a pulse on emerging technologies to stay competitive.