Experience

X1

• United States
• Software Development
• 1 - 100 Employee

• Senior Software Support Representative

  • Jun 2017 - Present

  Working in start-up environment where “stepping up to the plate” was a way of life, provide general customer service and technical support for clients ranging for individual users to the C suite. Manage CRM records, produce bug reports (Jira). Assist with sales lead generation and close of smaller deals. Specific duties: • Routine Salesforce account management and cleanup of data records as required. • Provide full range of software support (tier one, two, elevation) software support for clients and beta test groups. • Use developer provided analysis tool for deep dive troubleshooting and bug analysis. • Mentor, manage, and train newly hired support reps Specific accomplishments include: Cleared a 1600 support case backlog in 30 days (Aug-Sept 2017) Converted lead to close of sale for $47,000 in under 30 days. Corporate account nurturing resulting in $20,000 in renewal sales in 6 months. Repaired relationship with U.S. Army Corp of Engineers to close of add-on and renewal sale in excess of $10,000.00. Show less



Metrolink

• United States
• Rail Transportation
• 200 - 300 Employee

• Fare and Collection Services Project Analyst

  • Aug 2014 - Mar 2016

  Working collaboratively with internal and external stakeholders, plan, manage and execute projects that facilitate and improve the Metrolink fare collection system and its processes. Manage all projects related to Fare Collection Services. Working through the Project Management Office, in coordination with awarded vendor, produce a correct Scope of Work, Project Charter and Time Line. Present project kickoff meeting. Manage project budget, approve invoices for payment. Additionally, assist in authoring contract and RFP language. Participate in various RFP review boards. Show less



X1 Technologies (Unofficial Page)

• United States
• Software Development
• 1 - 100 Employee

• Customer Care Technical Support Representative

  • Sep 2008 - Aug 2014

  Provide tier two and higher support for clients and beta test groups. Performed deep dive troubleshooting. Identify and document program bugs including repro steps. Record same in Jira or Zendesk tracking system. Corporate account follow up and sales prospecting. Mentor and train newly hired support reps. Provide tier two and higher support for clients and beta test groups. Performed deep dive troubleshooting. Identify and document program bugs including repro steps. Record same in Jira or Zendesk tracking system. Corporate account follow up and sales prospecting. Mentor and train newly hired support reps.



Condusiv Technologies

• United States
• Software Development
• 1 - 100 Employee

• Senior Support Specialist

  • 2007 - Apr 2008

  Specialist providing support at all levels. Especially effective handling elevated cases. Performed routine corporate account follow up and sales prospecting. Mentor and train newly hired support reps. Assumed management responsibilities as requested. On loan to the company helpdesk for first level support where I received, documented, and managed ticket assignments, replaced peripherals, rehabilitated systems, reinstalling OS and required software.

• Localization Project Manager

  • 2005 - 2007

  Managed software localization project within a $200,000-$250,000 annual budget. Submission of project for competitive bid. Provide contractor oversight. Integration of localized sources intoInstallshield projects. Developed and maintained relationship with key localization contractors.Assumed managerial responsibility for department as requested.

• Software Release Manager

  • 2003 - 2005

  Create and test final software packaging; both ESD and CD formats. Based on specifications, set actions of all CD screen elements to match design specifications. Submission for Quality Assurance testing. Maintained all delivery forms, logs and other administrative details related to software release. Involved in some hiring decisions.

• Technical Support Representative

  • 1990 - 2003

  Provide technical assistance via phone or email to clients using Diskeeper Corporation software on either Windows or VAX and Alpha VMS platforms. Familiar with all Windows operating systems and all VMS versions 5.4 and above. Routinely closed 80-100 tickets weekly in a high volume environment. Prospected for sales leads amounting to $12,000,000.00 in realized sales.