Dan Ashcom

Responsible for designing, developing and maintaining content for SMA’s websites, including participating in establishing overall program goals and primary liaison to the product groups, department managers, technical documentation group, support services, human resources and contract developers and interface with other SHARP business units on joint web projects.

S3 Technical Solutions provides a suite of professional services and hosted software services that help organizations manage eligibility, enrollment, billing, and other administrative functions for life and health insurance.

* Managed various aspects of the product management cycle for a .NET based benefits management application including strategic product direction, customer needs assessment, platform design, feature specification, quality assurance & testing, documentation and customer training.
* Worked closely with IT service providers to ensure underlying infrastructure met current and future needs.
* Supported clients with new customer on-boarding including product requirements as well as data analysis and migration working primarily with MS SQL Server.

Key Accomplishments:
* Project management/development of various internal tools, including but not limited to design and implementation of a Linux/MySQL/Drupal content management based web portal platform to add value to core software application.
* Streamlined/automated business processes allowing for a 1/3 reduction in support staff while maintaining existing level of customer service.

Responsible for developing, implementing, improving, and maintaining the processes governing customer service.

Day-to-day technical support, bug tracking/reporting and relationship management of existing clients.

* Led team of 5 full-time staff & 15-20 students responsible for all hardware & software desktop support for faculty and staff offices on campus.
* Worked with various hardware and software vendors; identifying needs, reviewing proposals/contracts and coordinating delivery/implementation.
* Responsible for project management of various intranet and customer facing web tools including custom PHP/MySQL based web applications and third party tools such as Skillsoft for employee professional development.
* Ongoing webmaster duties for the customer facing Office of Information Technologies website.

Key Accomplishments:
* Led implementation of new trouble ticket tracking system migrating from Remedy to open source RT, improving response time, issue tracking accuracy & customer satisfaction while reducing the organization's ongoing costs.

Day to day management of 6 PSU computer labs, 350 workstations, 3 lab coordinators, 40 - 50 lab student staff.