Experience

• 

  AV&C

  • Technical Support Engineer

    • Feb 2024 - Present
• 

  interface.ai

  • Sr. Implementation Consultant

    • Jan 2023 - Feb 2024

    Led product implementation projects from sale to launchEffectively communicated complex client and solution concepts to audiences of varying levels, fostering understanding and collaboration.Spearheaded business process and requirements discovery workshops, to understand each clients specific use...

• 

  Velaro

  • United States
  • Software Development
  • 1 - 100 Employee

  • Technical Product Owner

    • Aug 2021 - Dec 2022

    Participated in planning of product strategy for a SaaS B2B Live Chat PlatformIncorporated knowledge of customer needs into planning of strategic initiativesIncorporated technical knowledge of product architecture into product strategy discussionsEnvisioned the shortest path to completion of new features by considering the as is and to be states of the productExecuted product strategy decisions by translating needs into actionable technical requirements for development team and owning progressMaintained Jira backlog and coordinated with DevOps to prioritize tasks for each development sprintOversaw task analysis with the development team to identify considerations and level of effort of upcoming development tasks

  • QA Manager

    • Jun 2017 - Dec 2022

    Implemented and maintained a Software Quality Assurance processWrote and maintained up to date testing plans for manual testingExecuted manual functional testing regression testing and user acceptance testing for each release cycleIdentified, recorded, and tracked bugs and improvements in Jira Interfaced with developers to ensure resolution of bugs identified prior to scheduled deploymentsProvided a go/no go decision to product, support, and development teams based on results of functional testing and regression testingComposed release notes to be sent to all customers prior to every deployment

  • Customer Support and Account Implementation Manager

    • Mar 2014 - Dec 2022

    Provided technical support to customers across all mediums, including international enterprise level companiesTrained and maintained close communication with customers during new customer onboarding, implementation, and account maintenance stagesParticipated in sales demos of product functionality to support the sales team in acquisition of new businessCommunicated with customers to manage realistic customer expectations and ensure customer satisfactionUsed in depth knowledge of customer use cases to inform and suggest product improvementsRecorded and tracked bug reports from customersMediated customer requests and balanced with development needsWrote documentation for existing functionality as well as newly deployed features

• 

  Motorola Solutions

  • Intern – Website Development/Information Architect

    • Oct 2012 - Mar 2014

    Conceptual design of information layout within Maryland.gov state website templateLeading entire process of website creation using Sharepoint CMSLeading User Research/Content Owner Interviews/Gathering Content

• 

  The Albin O. Kuhn Library

  • UMBC

  • Library Reference Web Assistant

    • Jan 2012 - Oct 2012
    • UMBC

    Library website usability/design improvementVarious design projects for library useUse of Powerpoint, Adobe Suite, Basic HTML and CSS. Very basic JavascriptUse of Adobe Captivate software for creation of Library process documentation

• 

  Lockheed Martin

  • Intern – Enterprise IT Solutions, Research and Architecture

    • May 2011 - Aug 2011

    Participated in high level architecture meetingsPreformed independent research to aid in discussion and decision makingPresented on process improvement to corporate program manager