• Serve on the leadership team of a global software support service delivery function• Support customers using ERP software solutions on-premises or as-a-service in collaboration with product engineering, site reliability engineering (SRE), consulting services and customer success teams• Troubleshoot and resolve complex software system issues relating to application, customization, integration, automation, database, network, and infrastructure layers• Serve as lead subject matter expert on product customization and integration development within global support team• Coach and train junior engineers on software development concepts, technical troubleshooting, customer support service quality, cross-functional collaboration, incident, and escalation management• Identify, plan, and contribute to operational process improvement projects focused on customer support experience• Lead the introduction and adoption of generative AI tools and technologies within global support team• Manage executive-level, cross-organization customer escalations and get-to-green/hyper care plans

• Developed customizations, automations and integrations relating to ERP software systems, using agile processes and various tools, technologies (Java, SQL, XML, Eclipse IDE, Postman, REST, SOAP, Git, etc.)• Engaged with customers as part of an agile team to gather requirements, design, build and document technical solutions• Managed git repositories and lead development and deployment strategies for teams of multiple engineers• Performed various maintenance tasks on mission critical server systems and environments (Windows and Linux) running Deltek software including application configuration, database administration (Oracle and SQL Server), automation, etc.• Delivered customer-facing and internal training sessions relating to software development

• Developed novice rowers’ fitness and technique while planning and running efficient practices, both on-land and on-water• Attended all races/regattas and practice activities while displaying a high regard and strong passion for the sport of rowing• Inspired athletes to perform up to their full potential

• Served as assistant to Program Manager – FAA Unified Contracting System (UCS)• Assisted in formation and revision of UCS requirements, system specification and various program plan documents• Provided web design and maintenance services for the Federal Acquisition System Toolset (FAST) - http://fast.faa.gov• Provided general office assistance within the Acquisition Policy Group