• Troubleshoot multi-functional issues in a complex financial environment, with various applications, architecture, and vendors - providing timely resolution and pursuing senior escalation when necessary. • Using SDLC methodologies, manage the main CMS application (Laserfiche) from licensing, upgrades, lifecycle, workflows, integrations, to establishing its governance within organization.• Coordinate with senior management, PMs, vendors, and business units to ensure implementation activities are smooth, successful and an overall joyful experience.• Orchestrate projects from inception, resource planning, risk management, communication, test scripting, organization-wide scheduling, deployment and maintenance.• Assist in the departmental development, interviewing process, mentoring and training of new talent.• Ability to handle multiple projects at once, and shift priorities based on the dynamic environment.• Currently introducing and building Business Process Management throughout the organization.

The analyst serves as the primary interface with operations and client service teams to build, support, and provide processes for using the applications. • Enforce data standards, validation and normalization among multiple applications and legacy systems (Notepad level).• Deliver on-site, phone, email support, and technical classroom training for CMS application.• Document processes and technical issues to build knowledge base and product development.• Enforce the adherence to processes and procedures between end-users and senior management.• Manage the organization's Helpdesk. Providing Level 1, 2 and 3 support to an organization of almost 300 users - including a rotating weekend support schedule.• System Admin. Managing organization's users via Active Directory, and enforcing Group Policies.• Support business applications and emergency projects as deemed by the Infrastructure department.• Diagnose and resolve technical issues including network, desktop, software, hardware and peripheral devices.• Review, launch and update processes via ActiveBatch at end-user level.• Provide highest level of customer support - Keen on relationship building and conflict resolution.

Acted as the department’s application support specialist and project lead involved in all phases of the SDLC for the main web based donation allocation and bidding system, set in a SaaS environment with a transactional process powered by MS Dynamics Navision as the ERP and an ASP .NET GUI. Reported to the Director of Data and Logistics, and featured in the New York Time’s special edition of Universum Top 100 magazine. • Technical and project lead to the logistics department and IT.• System administrator, responsible for the SDLC of the main online product allocation system.• Effectively orchestrated staff and vendors to resolve technical issues; and plan corporate-wide system enhancements and deployments.• Created, managed and instructed technical training sessions via WebEx and national conferences.• Coordinated national technical conferences, and delivered technical presentations on stage.• Designed and published bi-monthly national system newsletter.• Provided technical support and customer service to 700+ users and 300 national donors.• Setup, maintained and trained new users on the online allocation system.• Assisted Marketing as intranet content contributor, writer and editor.• As a business analyst, provided quarterly system analysis reports to identify trends, risks and improvements.

• Reported to CFO/CEO. Managed five account representatives• Balanced and assigned staff workloads, and interviewed new account representatives• Analyzed system and migrated operations from MS Excel and Word documents to a customized MS Access project – providing a centralized repository for data manageability and dynamic reporting• Managed development and design of company’s web portal• Led weekly strategic meetings to manage deadlines and prioritize projects • Provided all customer support, account management, customer service, and technical support• Responsible for national division managers’ monthly profit and loss reports

• Automated departmental procedures by creating a custom-built program with MS Access to capture client and sales information, lead distribution, and transferring data to and from MS Word or Excel• Managed over 230 national sales representatives, providing leads fitted to their specific areas and personal preferences • Assisted national implementation director with administrative and overall management duties• Supervised recurring business by identifying re-service dates and following through with account manager to reproduce revenue• Created MS Office macros to format and validate data, along with statistical reports• Provided technical support to multiple departments• Assisted the Marketing Department with translation of materials, proofreading, exploring ideas and discovering needs and requests of bilingual clients

• Performed server installation and customization of portal technology, including search engines, relational taxonomy, adaptive ranking, parametric search, and expert location• Customized and presented demos to prospective customers in person or through WebEx• Trained new clients and employees on technology in groups or one-on-one • Managed office server, PCs, and peripheral devices• Responsible for RFPs (Requests for Proposal), customer inquiries, off-site installations, and POCs (Proofs of Concept)• Coordinated and worked trade shows and webinars• Assistant to regional technical manager and director of sales• Assisted 5 regional sales representatives• General office administrator - handled travel arrangements, correspondence, and meetings