Professional Services Consultant

• May 2020 - Present

Sr. Business Analyst

• May 2019 - Oct 2019

Technology Project Leader

• Oct 2018 - May 2019

Business Analyst

• Sep 2017 - Apr 2018

Senior Consultant/Consultant

• May 2012 - Apr 2017

Promoted to Senior Consultant in 2014 for ensuring the success of the clients at this SaaS CRM company in the Automotive Industry. Provided L3 customer support, onsite consultations, and technical training sessions to increase usage of the applications while in this remote position. • Made specific recommendations to the HTML and XML that significantly increased usability of the applications. Also, created user stories, business requirements, and communicated feedback to the developers… Promoted to Senior Consultant in 2014 for ensuring the success of the clients at this SaaS CRM company in the Automotive Industry. Provided L3 customer support, onsite consultations, and technical training sessions to increase usage of the applications while in this remote position. • Made specific recommendations to the HTML and XML that significantly increased usability of the applications. Also, created user stories, business requirements, and communicated feedback to the developers. • Created KPIs and reports to analyze clients that are using the software and identify clients that could use improvement. Utilized Tableau, Oracle, Sales Force, and other applications to assist with customer satisfaction improvements. • Created test plans and test cases to significantly improve the quality of the implementations. Provided assistance to the UAT team and worked with developers to fix issues. • Led regional training events, and workshops for the enterprise clients. Also, provided on-boarding to new employees after being promoted. • Identified opportunities to achieve increased account penetration and additional revenue growth through the sale of additional products and services. Show more Show less

Field Application Engineer

• Oct 2010 - May 2012

Gained invaluable experience in Agile SDLC methodologies at this software developer specializing in computerized assessment and administration programs. My specific tasks included creating business requirements, technical training materials, and quality assurance plans. • Authored test plans, test cases and performed User Acceptance Testing for the software portfolio while leading the efforts of a team of QA personnel. Utilized JIRA, HP Quality Center, Smart Bear, and Selenium programs to… Gained invaluable experience in Agile SDLC methodologies at this software developer specializing in computerized assessment and administration programs. My specific tasks included creating business requirements, technical training materials, and quality assurance plans. • Authored test plans, test cases and performed User Acceptance Testing for the software portfolio while leading the efforts of a team of QA personnel. Utilized JIRA, HP Quality Center, Smart Bear, and Selenium programs to obtain outstanding results. • Helped position the company as a trusted strategic partner by providing excellence in customer service, technical training, and L3 support. Recognized with the Rock Star of the Quarter award for resolving many of the technical problems. • Created SQL queries and used advanced Excel skills to determine the root cause of problems with the software. Created custom scripts to fix problems with the application. • Assisted developers with improvements to the applications that increased the quality of the utilization by the customers. Recommended using a specific framework and deployment process for the new version to save the company substantial amounts of time and money. Show more Show less

Principal

• Jun 2008 - Jun 2010

Excelled in a series of engagements for enterprise clients in the Hospitality industry. While working as a subcontractor for National Installation Services, technical issues affecting the availability and functionality of the hardware, network, and applications were identified and resolved. • Reviewed problems with Wi-Fi, Ethernet and Coaxial networks for resolution. Utilized knowledge of IT including LAN, WAN and VLAN leading to exceptional results, and assignments as Team Leader in charge… Excelled in a series of engagements for enterprise clients in the Hospitality industry. While working as a subcontractor for National Installation Services, technical issues affecting the availability and functionality of the hardware, network, and applications were identified and resolved. • Reviewed problems with Wi-Fi, Ethernet and Coaxial networks for resolution. Utilized knowledge of IT including LAN, WAN and VLAN leading to exceptional results, and assignments as Team Leader in charge of other subcontractors on projects. • Provided insight on improving business processes and employee productivity through useful applications including RDP. Worked with customers on improving the APIs and ensuring proper functionality with their other systems. • Provided enhancement requests to the product team and worked with lead developers to improve the functionality. • Led technical training sessions on the new or updated IR and Payment Processing technology for the clients. Show more Show less

System Administrator/Vendor 360 Test Team Lead

• May 2006 - May 2008

Provided quality customer support to a diverse roster of clients in the Financial Services industry. Promoted to lead the testing, deployment, and training of the new Vendor software application. • Partnered with management and the developers to implement many enhanced features and benefits. Designed requirements for specific features and completed QA/UAT testing on the custom applications. • Created SQL queries and VB scripts to monitor the MS and Unix servers and ensured the proper… Provided quality customer support to a diverse roster of clients in the Financial Services industry. Promoted to lead the testing, deployment, and training of the new Vendor software application. • Partnered with management and the developers to implement many enhanced features and benefits. Designed requirements for specific features and completed QA/UAT testing on the custom applications. • Created SQL queries and VB scripts to monitor the MS and Unix servers and ensured the proper processing of data by the custom applications. Created EMC and tape backups of all databases to safeguard the integrity of mission-critical data and information. Managed the Active Directory, VPN, and IP telephone systems. • Reported to the Director and the Vice President of Information Technology, including daily meetings to review bugs and system design. Show more Show less