Experience

• 

  Tyler Technologies

  • United States
  • Software Development
  • 700 & Above Employee

  • Customer Success Manager

    • Dec 2022 - Present

  • Client Success Account Manager

    • Jan 2021 - Dec 2022

• 

  Pioneer Technology Group

  • United States
  • Software Development
  • 1 - 100 Employee

  • Project Manager

    • Aug 2019 - Jan 2021

    • Oversee implementation/installation of the Jury Management system platform• Utilize PMBOK Five Project Phases• Set up milestone schedule and project plan to facilitate onboarding clients• Conduct regular project status updates with customers• Help customers define business rules and provide key process documentation• Perform testing to ensure smooth product launch• Conduct initial customer training of the platform• Obtain customer data, provide to Development for conversion and optimized functionality• Effectively work toward remediation of issues reported after customer data validation• Work closely with internal departments such as Sales, Development, Client Services, and Product teams to provide services required to meet client program expectations• Provide insight on client needs, views and requirements to project team• Provide Development team customer data for special integrations• Provide feedback to the Development team around potential customer enhancements/feature requests• Ensure project and services balance

  • Director of Client Services

    • Sep 2018 - Aug 2019

    • Lead support team across entire Pioneer product line to meet customer business objectives• Develop and execute strategic initiatives around workforce development, client success and service management• Provide proactive relationship management with Pioneer’s post-implementation customer base• Collaborate with Development, QA and Implementation to ensure critical client escalations are addressed• Transition customers to Client Services support after successful Go Live• Work with Customer Success team to define continuous improvement client roadmap to ensure milestones are met• Manage service level agreements (SLA) to ensure compliance• Identify customer pain points and work with internal units to develop plans for resolution• Facilitate long term relationships with key client base and decision makers• Plan continuous proactive account management solutions including onsite customer visits• Manage multiple opportunities within various customer accounts with adherence to customer deadlines and expectations

  • Software Project Manager

    • Jun 2018 - Aug 2018

    • Accountable for time, resource and stakeholder management during implementation• Understand executed contracts and convey to clients respectively• Perform tasks associated during each phase of Project Management Lifecycle • Communicate project objectives and advocate for clients while adhering to deliverables • Perform discovery at client site and obtain data for conversion• Collaborate with clients to understand internal procedures, develop workflows and conduct product training • Work with internal IT to deliver, install and configure SQL database within client local site • Assist clients with selection of additional products and services applicable to client needs• Leverage project management tools to ensure project timeliness

• 

  Orange County Clerk of Courts

  • United States
  • Government Administration
  • 300 - 400 Employee

  • Application Support Specialist

    • Aug 2013 - Jun 2018

    • Support to organization CMS, core networked applications, HRIS SaaS Product and key systems • Advocate between organization’s internal, external stakeholders and product vendors • Work closely with courtroom Trial Clerks to triage, escalate and resolve issues with courtroom application • Contribute during project planning and implementation of new applications and upgrades • Post production application support and monitoring of implemented solutions • Installation and configuration of assigned applications within virtual non-prod environments and conduct unit testing • Work with Business Analysts and operations business units to coordinate UAT, document product bugs and provide input for upgrade go/no go • Engage vendors as needed during Go Lives using problem reporting workflow

  • Sr. Technical Support Analyst

    • Jun 1998 - Aug 2013

    • Support computer hardware, software, web and networking platforms within Windows Server Enterprise environment • Resolve service requests, break/fix incidents and provide escalation to Application Support as needed • Windows desktop support • Desktop, laptop, printer, network device hardware component replacement, configuration and deployment • Support to NICE and AVAYA telephony systems • Apple, Android and Blackberry mobile device deployment and support • Execute web publishing tasks and support/management of content, working with cross-departmental stakeholders and external partners • Multimedia support primarily serving the instructional and presentational media needs of Senior Staff • Maintain Service Desk Express help desk management software • Service, maintain and configure high speed Bell & Howell and Canon image scanners • Virtual support through VPN and VM Ware to remote users

• 

  Sears, Roebuck and Co.

  • Orlando, Florida Area

  • Sales Professional

    • 1995 - 2000
    • Orlando, Florida Area

    Highly successful sales professional with expertise in selling and installing audio/video home electronic products.