Manager Project Management

• Aug 2014 - Present

- Developed Project Management department and service offering, methodology, tools, and deliverables, including Functional Requirements Documentation, Fit Gap Analysis, Technical Design Documents, Project Statement of Work, Project Kickoff, Project Status Reports, Project Budget Reports, Project Sign-Off's and Email Templates, etc.- Manage Project Management team, including Project Coordinator, to ensure effective project planning, communication, and delivery with clients- Ensure project team (clients and staff) accountability and consistent services delivered from various technical dept's, including Development, Implementation & Consulting, and Support- Collaborate with other department heads on processes and continuous improvements to streamline project management internally and with clients- Develop training materials for new team members, as well as other teams, to effectively work on projects and with project managers/coordinator- Use of project management tools, such as Asana, to provide organization and streamlined communication regarding project milestones and tasks

Support Manager

• Jun 2012 - Present

- Manage a technical and administrative team mainly responsible for client support and project requests for a fast-growing clientele and user-base- Provide technical support to clients and staff across multiple software products, while giving feedback for developers to continuously enhance and fix bugs to better our software- Implement and continuously improve tools and procedures for staff and clients to automate and expedite support, including internal "homegrown" software to manage/track/report on client requests and staff productivity, client portal website (hosting eLearning content, sales brochures, user manuals, white papers, feature-specific support forms), enhancement forum (for clients to submit software suggestions and ideas), software documentation, etc.- Develop and make use of KPI's to set goals and increase efficiency of staff; also used to identify and proactively communicate with clients who may require special attention- Assist in client success and escalations, in order to maintain positive and productive long-term relationships with clients- Oversee Service Agreement Terms and Conditions, Software as a Service (SaaS) Terms, etc. to govern billable vs. covered services, support expectations, software hosting guidelines, etc.- Manage software update distribution, including release schedule, update documentation, instructions and templates for applying and testing updates, testing of custom features developed, etc.- Software as a Service (SaaS) administration

Lead Recruiter

• Jun 2010 - Present

- Designed, implemented, and oversee improvements to recurring summer internship program, including five interns for ten weeks and projects for interns to sign-up for in order to gain multi-disciplinary experience by working with all departments- Develop relationships with Appalachian State University students, faculty members, and administration, including in College of Business, College of Arts & Sciences, Career Development Services- Represent Camelot at campus internship and job fairs (two or more per semester), Professional Development Workshops, fraternity and club meetings (Assoc. of IT Professionals (AITP) and Pi Sigma Epsilon (PSE)), etc.- Gather, notate, and organize resumes for HR processing- Designed sponsorship program with faculty for Professional Development Workshop Series- Design recruiting materials, including banner, information brochures, etc.

Software Implementation Consultant, Software Analyst

• Nov 2010 - Apr 2015

- Software implementation services for proprietary software developed into Microsoft Dynamics NAV, including design, testing, training, consulting, documentation, project management, and anything in between to assist clients and their staff with maximizing their warehouse and office operation efficiency, decreasing labor costs, providing better customer services to their clients, etc.- Software analysis and support services for fast-growing clientele and user-base- Implementation and support for integrations to dozens of other software systems, including carrier software like UPS and FedEx, 3rd party tools like EDI and label formatting software, ERP systems like SAP, etc.- Software deployment (installation and configuration of Camelot's proprietary software, Microsoft Dynamics NAV, Microsoft SQL Server, IIS, Cleo LexiCom for EDI, BarTender, etc.- Software documentation for internal and client use, including technical and sales documentation- Functional and Technical Design for custom features, new standard software enhancements, new integrations, etc. to satisfy growing industry needs

System Network Administrator

• Jan 2011 - Aug 2014

- Network domain setup and administration, including Windows Server, Active Directory, domain users, security and firewall configurations, etc.- Configure file storage and sharing, including security and access settings- Oversee Software as a Service (SaaS) environments (Microsoft Azure, SaaSplaza), including access (2X thin client, Microsoft RDWeb and RemoteApp), print server (Tricerat), maintenance schedules and notifications, and support- Manage backups/restores for network files, internal job tracking/time & billing system, software product version control, client portal website (Symantec Backup Exec and Veritas, Microsoft SQL Server, Celenia, Joomla)- Network and workstation antivirus (Trend Micro)- Setup and maintain multiple FTP sites (Windows IIS, FileZilla Server)- Virtual server configuration and administration (VMWare)- Microsoft Office 365 (previously Microsoft Exchange Server) configuration and administration- Computer workstation setup for staff of 20+ employees- Terminal server setup- Phone system backup and administration (Altigen)

Support Administrator

• Jun 2010 - Nov 2010

- Manage incoming support and project requests from clients, including gathering information, setting expectations, ensuring assignment and follow-through- Develop new tools and standards for providing exceptional customer service- Generate and report KPI's, as well as provide transparency for clients and staff to workload and status- Follow-up and oversight of customer service issues- Client portal website development and maintenance

Sales Representative

• Oct 2009 - Jun 2010

Assistant Customer Service Manager

• Aug 2009 - Jun 2010

Server

• Aug 2006 - Aug 2009

Area Supervisor / Valet

• Jan 2003 - Aug 2006

Chef

• Aug 2005 - May 2006

Crew Leader / Detailer

• Nov 2002 - Aug 2004