- Managing a Tier 2 technical support team, tracking, addressing or escalating incoming defects for resolution. - Functioning in various product ownership roles for several key systems, including eCommerce, commission engine, and a suite of Coach back office tools. Participating in Scrum ceremonies, prioritizing backlogs, reviewing and confirming user stories for accuracy and relevance. - Executing and often creating User Acceptance Testing (UAT) plans for official Business sign off on Sprint work. Coordinating relevant cross-functional resources to execute UAT as needed. - User Administration for several key systems.

- Coordinating a technology help desk to effectively and efficiently handle incoming technology inquiries from a field of over 11,000 of Medifast’s independent direct-selling distributors- Developing and executing internal training to ensure adequate competencies amongst team members- Overseeing and executing new and enhanced training programs using a variety of mediums, including Webinars, Video Tutorials, print and Web materials- Assisting with focus groups to better craft training and technology services based on the needs of our primary audience - Hiring and developing a diverse team of specialists to continue enhancing Medifast's technology support and offerings- Facilitating and supporting internal and external user-acceptance testing of new and enhanced Web services in preparation of launch

- Developed and executed effective training programs for internal and external Web systems, including two e-commerce platforms, a proprietary business management software, personalized print tools portal, and more - Created Adobe Captivate video tutorials for proprietary and 3rd party software training - Performed hundreds of live interactive Webinars - Conducted live in-person training events for 200+ participants - Gathered and prioritized business requirements for a variety of technology projects - Facilitated and supported internal and external user-acceptance testing of new and enhanced Web services in preparation of launch

- Facilitated the building and management of the company’s first and only e-News website- Planned and executed innovative communication plans for product launches, web-tool enhancements, and events- Wrote daily, weekly, and monthly news articles to keep over 10,000 independent distributors updated- Developed and executed regular email campaigns- Wrote and designed print and Web materials- Created web and print design elements, including logos, web buttons, promotional ads, and more

- Prepared print and Web promotional and informational materials for upcoming events held by the campus Wellness Center

- Prepared internal communication pieces, including mass emails and newsletters for MdTA employees- Participated in MdTA events at its various locations and affiliates around Maryland- Edited content for the 2006 MdTA annual report- Various administrative duties as assigned, including filing, responding to public inquiries, and EZPass account management