• Achieved 80% increase in customer satisfaction through introduction of Citrix GotoAssist remote support and IT service desk solution consolidating incident tracking within a single system and improving automated reporting, as well as workload optimization for all support activities and training staff to uphold a “customer first” mentality. • Partnered with head of Software Development to solve production bottlenecks and improve overall quality, including adoption of aggressive 2-week production release schedule, maintaining clear communication channels with staff, and championing metrics-based process improvements. • Generated over $200K in new annual revenues through seizing opportunities to expand upon existing business services, including re-writing Service Level Agreements (SLAs) for maintenance contracts to specifically address the needs of small, medium, large and partner clients, as well as formalizing previously ad hoc application engineering work in areas such as configuration management and firmware updates.• Coached and mentored Technical Support Team to exceed stringent new performance goals and customer satisfaction targets. Excelled in communicating a shared vision and bringing inspiration and integrity to daily operations.

Displayed deep understanding of freight, transit and industrial markets in developing and supporting the implementation of railroad automation systems and software. Served as Lead Engineer in working with customers throughout design phase, with a particular focus on GUI and workflow development. Coordinated integration testing with all hardware, field devices, communication devices, software, servers and workstations to ensure proper functionality. Served as trusted resource to senior leadership in improving the software development process and offering greater value to customers. • Expanded customer base through high-quality development, launch, and post-implementation support of Railcomm’s Domain Operations Controller (DOC) system. Controlled module development spanning GUI, Railroad Manager, Operating Bulletins, Graphical Playback, Reporting, and Third Party Interfaces. Noted for expertise with client-server architecture development and software-as-a-service model.• Ensured successful utilization of DOC system through dedicated customer training and support following field installation, as well as creating detailed user manuals and documentation tailored to individual customer system configurations.

Offered multifaceted support of on-site field installs, field testing, and ensuring timely and accurate Internet order flow from internal servers to Fujicolor lab production servers, balancing multiple priorities with effectiveness. Served as Lead QA Engineer for Kiosk Plug-in products released by Fujicolor and third-party vendors. Developed and executed test plans and test cases for a diverse range of digital image applications running on Windows-based platforms. Prioritized rapid resolution of all production-related support issues as well as those affecting back-end system scripts and UI lab applications. Noted for ability to build collaborative relationships with technical and non-technical staff, and offer insights into process improvement.• Streamlined testing environment and achieved significant efficiency gains through devising a unique disk imaging process for QA & Development lab environments, enabling installations on clean machines with markedly reduced preparation time. • Trained staff and updated critical system documentation such as user manuals, FAQ’s, scripts and system configurations for use of ghost disks and installers. • Promoted from Third Party Technical Support Specialist to Systems Engineer through outstanding work with Fujicolor third party vendors and customized product testing, system design, configuration, and field installation work. Applied strong technical communication skills in working with internal and external native and web development teams on system scripts.