Amy Smith Email & Phone Number

New Bern, Nc, Us

United States

- Manages change order processing for Strategic and Global projects, ensuring timely and accurate execution- Leads vendor management efforts for Third-party vendors, strengthening relationships and ensuring compliance with SLAs- Performs in-depth process analysis and documents workflows for the Change Order processes- Influences change order processes by advocating for key process improvements- Works collaboratively with the Sales, Finance and Legal teams to process client Change Orders - Ability to learn proficiency with new technologies such as Salesforce, Microsoft Office, and various collaboration platforms such as Teams, Jira, Zoom, Confluence, and Slack- Responds to Sales Requests in SalesForce

United States

- Coordinated with multiple teams to assign resources to tasks based on skillset, location, etc. to ensure performance targets are met- Worked to ensure that the backlog of unplanned hours is kept at the desired level through the Capacity vs Demand initiative- Collaborated with management on process improvements such as new scheduling processes

United States

- Assisted clients in defining the operational requirements. Work as required with engineering staff during software development to clarify requirements and expectations of our clients- Created Requirement Documents and Use Cases for enhancements included in the Statement of Work- Conducted System Orientation courses and Demonstration of Licensed Functionality (DOLF) for clients, and assist with training as necessary- Prepared and maintained client-specific reports detailing the system set-up

Centennial, Co

- Oversaw the Computer Aided Dispatch functionality for a 5 PSAP virtually consolidated system; configure and implement software applications; managed, organized, protected, documented and fine-tuned the computer, security and file management systems; troubleshot software; provided technical support to system end-users; provided end-user training; prepared and summited routine and custom reports for management and user agencies; managed CAD System databases to ensure data accuracy; evaluated proposed changes and made recommendations based on system functions.- Directed and supervised staff in preparing system changes based on the needs of the department, defining, and implementing User’s Accounts and providing support to users of the application software. Performed, coordinated, and managed service calls. Kept informed of current developments in technology, which involves contacting vendors, attending seminars, and contacting other government agencies- Coordinated public safety emergency communication and dispatch program activities and operations with the agencies supported by the center; coordinate assigned activities with other divisions, outside agencies, and the general public; and to provide highly responsible and complex staff assistance to the Communications Manager

- Assisted clients in defining the operational requirements. Worked as required with engineering staff during software development to clarify requirements and expectations of our clients- Created Requirement Documents and Use Cases for enhancements included in the Statement of Work- Conducted System Orientation courses and Demonstration of Licensed Functionality (DOLF) for clients, and assisted with training as necessary- Prepared and maintained client-specific reports detailing the system set-up

- Oversaw management of CAD functionality; installs, configured and implemented software applications; managed, organized, protected, documented and fine-tuned the computer, security and file management systems; troubleshot software; provided technical support to system end-users; provided end-user training; prepared and submitted routine and special reports for management; managed CAD System databases to ensure data accuracy;- Directed and supervised staff in preparing system changes based on the needs of the department, defining, and implementing User’s Accounts and providing support to users of the application software. Performed, coordinated, and managed service calls. Kept informed of current developments in technology, which involves contacting vendors, attending seminars, and contacting other government agencies- Coordinated public safety emergency communication and dispatch program activities and operations with the agencies supported by the center; coordinate assigned activities with other divisions, outside agencies, and the general public; and to provide highly responsible and complex staff assistance to the Communications Manager

- Provided leadership and guidance for a team of 3 employees onshore and 2 employees offshore in identifying, analyzing, and communicating software defects through manual, functional, negative, regression, integration, usability and acceptance testing. - Worked with development teams investigating and correcting software bugs and deficiencies based on the testing results.- Responsible for Time sheet reporting/approval, employee performance objective reviews, employee merit increases, requirement/technical specification documentation reviews, test case/defects reports, status reports and attending management meetings. - Administrator for Mercury Quality Center

- Created and executed test cases(manual)- Used defect tracking tool (Mercury Quality Center) to manage defects from creation to resolution- Tested new software releases from inception to customer release- Performed regression, integration, and functional testing

QA Specialist- Created and executed test cases(manual)- Used defect tracking tool (DevTrack) to manage defects from creation to resolution- Tested new software releases from inception to customer release- Performed regression, integration, and functional testing- Assisted in implementing uniform testing processes within QA------------------------------------------------------------------------------------------------Software Instructor- Worked independently to coordinate schedules and organize a training syllabus that was specific to the needs of each agency- Responsible for instructing the System Administrators on company software with multiple system configurations - Traveled to Public Safety Answering Points; instructed customers on Interact's software for Computer Aided Dispatch(CAD), Records Management(RMS), Computer Telephony Interface(CTI), and mapping(Geo911)

- Performed vital and specialized support on an assigned rotating support - Received and dispatched emergency and routine calls for law enforcement, fire, emergency medical services, and other related agencies - Received, screened, prioritized, and made critical decisions regarding proper personnel and equipment when responding to calls - Operated a multi-channel two-way radio system, recording devices, and computer terminals such as NCIC, DCI, DMV, and NLETS